Are you an experienced Process Improvement Lead looking for an exciting career change?

Shine as part of our dynamic Process Expert Team and make an impact today!

ING is on a digital transformation journey and we’re looking for our next superstar to champion process excellence and help uplift customer experience as part of our “Making the difference strategy”.

Our high-profile Process Expert Team sets up and improves end-to-end customer processes, leading projects throughout the bank to create strong foundations for growth and a scalable organisation. Our projects are large-sized, still to be scoped, with expected impact for large departments and entire business units.

As a Process Improvement Lead, your role will be to initiate and realise improvements in end-to-end processes. You’ll be focused on customer experience, efficiency and risk initiatives and play a crucial role in delivering the best results and the right service that is safe, reliable, easy and simple. You’ll also work closely together with other Process Improvement Leads and with all levels within ING, from operations and retail to the Management Team.

You’ll possess strong analytical skills and numerical understanding abilities to apply the right structure in problem analyses and in executing these analyses, as well as in selecting the right root causes and solutions.

This is a permanent position based in Sydney.

What you’ll do

• Lead process improvement initiatives and select the right process improvement approach (e.g. Process Wash, LSS DMAIC).
• Execute operational management/excellence practices in business processes and by identifying areas of improvement and implementing strategies to optimise capacity management while maintaining risks appetite.
• Ensure engagement of stakeholders and facilitate workshops.
• Research and gather data, conduct root cause analysis and statistical analysis, map processes and customer experience and generate options for process solutions.
• Ensure that results are sustainable and identify lessons learned after each project and apply those lessons to the next project.
• Coach teams and managers during the process improvement projects in order to create sustainable results, that the business can continue managing and improving themselves.

What we’re looking for

• Lean Six Sigma Black Belt certification (or equivalent experience) with significant quantifiable project impact to demonstrate your ability to deliver results.
• Strong experience with optimisation, process improvement, the Lean Six Sigma methodology or managing culture change within any industry.
• An excellent academic track record, including a Bachelor's degree in a relevant field or equivalent work experience.
• Excellent analytical and data presentation skills, including sound knowledge of Excel and PowerBI.
• Demonstrated experience with process mapping and the relevant tools and governance around it.

What’s in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. And because we want you to shine, let us know if you need any adjustments to the recruitment process by emailing the recruiter below.

We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

Need more?
Contact Sabrina Huynh, Sabrina.huynh@ing.com

Applications close Wednesday, the 16th of July.

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

#LI-DNI