Chapter Lead Customer Journey Expert | True International Payments @ING Hubs Romania

Discover ING Hubs Romania

ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.

We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from our office in Bucharest.

Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services. 

We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.  

For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?  

The mission

ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly to ING’s Chief Technology Officer.

The PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others).

The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our nine services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the ‘Programme Delivery’ Customer Journey Expert comes in.

The PSS Product team delivers according to the ambitions of Payment & Settlement Services (PSS) related to payment products such as International Payments (TIP), Domestic Payments and Single European Payments Area (SEPA) payment services.

This CJE - Programme Delivery role has responsibilities to drive the programme from a PSS Product perspective, has in-depth cross domain knowledge, manage internal stakeholders, and deliver in accordance with the overall strategy and ambitions of Payment & Settlement Services (PSS). As per PSS ambition, acceleration on country onboardings is crucial for the strategic goal setting and as a result requires hands-on, expertise on International Payments to enable this.

The onboarding CJE is the spider in the web, working with Product Lead, Service Owners, Country representatives, Squad Masters, IT Integrators and IT Business Analyst.

Your day-to-day

• You will combine market and system knowledge, product management, and business expertise to take a leading role in successfully delivering change initiatives.

• Support efficient change by providing impactful analysis on cross domain, end-to-end, complex environments.

• You will be the interfacing function between various stakeholders (Customers, Ops, IT, Risk Management) to understand the challenges and identify how technology and process can be used to solve them.

• Establish and maintain strong (sustainable) relationships with key stakeholders, focused on a clear understanding of their challenges and opportunities.

• Facilitate release and testing process through impact assessments, release reports and user signoffs.

• Structure, simplify and solve issues on processes and systems. Lead end to end refinement and solution design sessions.

• Works independently and ensures that implications of decisions are thought through and get addressed.

• Accumulates and collects knowledge, keeps it up to date and makes it accessible for re-use. Takes initiatives for sharing knowledge.

• You will represent the voice of the business to the squads.

As a Chapter Lead and people leader, you will:

• Ensure the individual development of your team members, so that they can successfully fulfill the roles and their responsibilities;

• Coach and mentor the team members (be available for them and genuinely care about their aspirations);

• Stimulate a continuous delivery culture in terms of services and working conditions.

• Hands-on business activity as member of the CJE team or squad and alignment with Feature Engineers as well as development teams;

• Make sure that the CJE team can handle unexpected situations (CJE leaving the company, organizational changes, potential incidents on our applications, etc.);

• Coordinate the risk related activities with focus on reusability (some parts of it can be shared by multiple teams);

• Facilitate the growth of the CJE community;

• As part of a cross-border (Amsterdam, Bucharest) team you work together with colleagues in other locations and are Agile/Scrum oriented;

• You help your team develop through coaching, mentoring and constant feedback;

• Create a development plan for all the CJEs so that they constantly improve their skills;

• Together with your Product Area Lead you set targets for the team(s);

• You are responsible for HR related activities 1 to 1 meetings with your team members, defining objectives and conducting yearly performance evaluations;

• Grow the team and perform recruitment interviews (technical and/or HR related). You work closely with the recruitment team to attract, onboard and retain top talent;

• Think strategically in terms of overall chapter opportunities and contexts for growth (functional knowledge, technical knowledge, ownership for the delivery, autonomy in the wider Tribe context, etc.);

• Collaborate closely with the other Chapter Leads and IT Area Leads to improve the maturity of the processes and practices and to facilitate knowledge sharing across teams.

What you'll bring to the team

As a Chapter Lead & a Customer Journey Expert (CJE) you have:

• Experience with program / project management in Payments

• Experience with product and service management and processes

• Experience working with near/offshore teams is an advantage

• 2+ years of people management experience

• Strong analytical skills and an eye for detail, naturally collaborative person and eager to propose creative solutions to problems

• Bachelor / master’s degree

• An excellent level of English

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our  website (make sure to scroll until you reach the Data Protection section/ Candidates tab).