Service Manager Assurance Operations

If you want to make an impact by scaling control assurance operations and driving Non-Financial Risk operational awareness in a dynamic setting with a variety of stakeholders in and across COO and ING Netherlands, look no further! You’ll contribute to ING’s operational control and resilience by coordinating challenging service relationships, driving continuous improvements, supporting issue management, and raising awareness on Non-Financial Risk (NFR) topics that impact business lines.

As a Service Manager Assurance Operations, you play a key role in the excellent delivery and continuous improvement of central and scalable 1st line assurance services across ING Netherlands and control hubs counterparts. You will lead service delivery and strategic control assurance in ING’s dynamic operational environment, combining execution oversight and proactive risk partnering as part of the Operational Design Control & Resilience (ODCR) team, overall supporting the bank strategy in enhancing and expanding support from control hubs in activities like risk assessment, issues management, local framework implementation, risk and control monitoring and reporting. You will have a great opportunity to be close liaison between ODCR the Netherlands and our international colleagues!

Key Responsibilities:

1. Strategic Coordination & Service Delivery

• · Act as the central liaison between Assurance Operations (ODCR NL) and offshore hub locations, ensuring scalable, timely, and quality execution of control evaluation activities (e.g., Key control evaluations, Events and Issues Management, Evidencing of NFR policies and frameworks, Risk assessments).
• · Lead the planning and execution of control monitoring and evaluation cycles, proactively coordinating with global, control hubs and business stakeholders.
• · Monitor overall control performance and reporting, ensuring business leadership has a clear view of their control status and risk exposure.
• · Raise awareness within the business on relevant NFR topics; provide timely guidance and support during risk and control events.

2. Team Enablement & Service Management Excellence

• · Act as a subject-matter expert and escalation point for hubs, ensuring sourced activities are well executed in timely manner and according to the agreed Service Level Agreements (SLAs).
• · Mentor colleagues and contribute to team alignment and development through squad meetings and knowledge sharing.

3. Operational Improvement & Collaboration

• · Identify synergies across tribes and domains; propose scalable or automated monitoring approaches.
• · Maintain relationships with business, Business Partners in 1LoD, and 2LoD stakeholders and gatekeep the information to the control hubs counterparts.
• · Support the transition to data-driven ways of evidencing or continuous monitoring, identifying synergies and leveraging the support of the Control Hubs.
• · Create and improve processes and Work Process Instructions (WPIs) to ensure efficient and effective control assurance operations, enforcing centralization and standardization across business where possible.
• · Steer the control hubs in the timely and quality execution of assurance activities, ensuring adherence to established processes and WPIs.

How to Succeed:

We hire smart people like you for your potential. Our biggest expectation is that you will stay curious, keep learning, and take on responsibility. In return, we will back you to develop into an even better version of yourself!

About You:

• · Business-minded: You know our products, services, enabling functions, and (customer) operations inside and out.
• · Risk-minded: Able to understand, with guidance, the provided control design from policy frameworks to execute the controls evidencing/test of effectiveness to help the business stay in operational controls.
• · Service Oriented: Strive to coordinate across teams to understand requirements and think towards creating a central solution, ensuring economies of scale.
• · Collaborative: Highly collaborative, flexible, and productive in working with multidisciplinary teams and environment.
• · Ability to manage transitions and transformations effectively, especially when introducing new ways of working, tools, or shifting responsibilities across teams.
• · Strong ability to map, evaluate, and improve operational processes, ensuring they are lean, scalable, and fit for purpose in an international assurance context.
• · Skilled in navigating differing stakeholder priorities and finding common ground while maintaining positive, constructive relationships, helping uplift capabilities across the entire assurance chain.

What You Bring:

• · Bachelor’s degree with a minimum of 5 years of relevant experience in banking or financial industry, preferably with operations and international experience across multidisciplinary teams.
• · Basic understanding of operational risk, assurance, and controls. Service management experience is a plus.
• · Good knowledge of, or ability to learn, banking products, processes, and services.
• · Hands-on, proactive, and able to explain problems in simple terms and suggest solutions.
• · Strong interpersonal and communication skills in English: written and oral, to communicate effectively with the business and stakeholders.
• · Driven and a good team player, loving to collaborate.
• · A pragmatic, thorough, and result-driven approach.
• · The capacity to quickly learn new content and acquire new networks.
• · Ability to act and perform successfully in an agile environment, working with diverse teams, and still able to work independently.
• · Analytical and data-savvy; capable of prioritizing and delivering insights.

Rewards & benefits 

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here:

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button. 

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!