Chapter Lead Customer Journey Expert | Order Management & SWIFT @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 COO domain, reporting directly to ING’s Chief Technology Officer.

PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

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 Customer Journey Expert - Chapter Lead 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.

The Customer Journey Expert - Chapter Lead (CJE-CL) is a new role within ING meant to combine the responsibilities of a Customer Journey Expert and at the same time, leading hierarchically a group of approximately 10-12 Customer Journey Experts in collaboration with the functional leads located in The Netherlands. The CJE-CL plays a central role in the Order Manager and SWIFT area; (s)he is the spider in the web, working with Product Leads, Service Owners, Country representatives, Squad Masters, IT Integrators and IT Business Analyst.

PSS works according to Agile principles in self-organizing teams.

Your day-to-day

As a Customer Journey Expert Chapter Lead, you will focus on the Order Management specific functions in the payment value chain. You will have the responsibility to ensure the correct business and functional definition of requirements for the Service Consumers – with a global usage perspective – challenging the solutions and ensuring that the details are properly documented to support refinements with the development teams involved.

You will be responsible for the non-IT part of the delivery, taking care of COPAFTJ and ensuring and documenting assessments and decision making around the product/service introduction. You will serve multiple services (products), and your responsabilities will include:

• You define detailed business requirements for the development of products/services according to the requirements raised by the service consumers, guarding the global usage of the functionalities.

• You apply your experience in supporting to build and manage the products with an end-to-end mindset, including business analysis, design and implementation including business operations and impact on services. You work a.o. with Risk, Compliance & Legal stakeholders, to make sure our products and services comply with regulation and policies.

• You co-manage and prioritize the derived features; you support the development, implementation and communication of the roadmap.

• You are able to simplify solutions and processes and communicate clearly. Offering solutions by seamless integration into the value chain of our clients and by connecting it with other internal and external capabilities.

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.

You will work with and collaborate with three product leads operating from Amsterdam in the Order Management and SWIFT area.

What you'll bring to the team

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

• Are pro-active and have a natural drive to act and deliver results on time;

• Take initiative, work accurately and in a structured and disciplined manner, have patience and resilience to handle setbacks;

• Have a sharp eye for details, while not losing the overall picture;

• Have experience in guiding on and offshore teams;

• Have experience in Agile environments in a corporate set-up;

• Are highly self-organizing, pragmatic, and always seek opportunities to improve your work;

• Have experience in Payments Services like SEPA Direct Debits, SEPA Classic, SEPA Instant Payments and International Payments;

• Have experience in tooling like Azure (preffered);

• Have a bachelor / master’s degree;

• Have 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).