Head of Transformation Client Services Business

Job Description

Department: Client Services Business

Function: Head of Transformation Client Services Business
Function class: GJA 19
Work location: Brussels

Role overview

As Head of Transformation for Client Services Business, you will lead the execution of the Together for Progress strategy and its underlying strategic priorities for Client Services Business.

You are responsible for managing the complex changes that impact Client Services. This may concern changes on the delivery of product / processes from the Tribes but also continuous improvement initiatives within the own organization. You will translate strategic ambitions into actionable transformation KPIs and roadmaps.

The Transformation Area has 4 core capabilities: i) Change & Process expertise, ii) Reporting & Data Analytics, iii) Finance & Communication and iv) Incident Management. You will lead a team of approximately 25 FTEs across three locations: Brussels, Ghent and Bucharest (Romania). One expert lead will report directly to you, overseeing the Analytics and Incident Management teams.

As a member of the Client Services Business leadership team, you will inspire, guide, and empower your team to deliver on transformation goals, while enabling stakeholders to achieve their objectives within agreed timelines and budgets.

Key responsibilities

Transformation execution & Strategic Advice

• Act as a strategic enabler, contributing to the enhancement of both employee and customer experience.
• Lead the transversal Together for Progress transformation across six strategic pillars: Process Improvement, Digitalization, People, Hospitality, Sourcing and Data Analytics.
• Oversee key (global) programs (e.g. Together for Progress, Global Business Banking Atlas), managing dependencies & impediments regarding delivery with stakeholders on behalf of the Area Lead
  • Build strong stakeholder relationships and articulate different perspectives to support decision making
• Serve as strategic partner for Area Lead, supporting strategic initiatives and presentations
• Monitor and report on transformation progress at Area level, ensuring transparency and alignment
• Identify and scale best practices across Super Circles
• Coach and develop Change & Process experts

Financial management, Data & Incident Management

• Bridge transformation roadmap with Dynamic Plan, ensuring an alignment between bottom-up needs and top-down guidelines from ExCo ING BE & ING Group.
• Support prioritisation & resource allocation by integrating financial insights into the change roadmap
• Define and steer the strategic direction for data analytics and reporting, ensuring alignment with business goals.
• Promotes the use of (advanced) analytics and visualization tools to provide actionable insights to stakeholders.
• Provides strategic oversight of incident management process, ensuring effective escalation, resolution, and root cause analysis.

We look for a colleague with:

• Master or equivalent by experience
• Proven track record in strategy, change and program management
• Experience leading high-impact strategic programs and cultural transformation
• Experience in E2E customer experience design and improvement
• Broad experience in customer- or product-linked organizations (e.g. Tribes, Segments or Client Services)
• In-depth knowledge or experience with process performance and operational excellence methodologies e.g. Lean, Six Sigma, Operational Management…
• Preferably broad network of relevant stakeholders
• Knowledge of the organization, the governance processes and documents, the services offered and the work areas of the various departments is an advantage
• Ability to empower teams to act autonomously, think out of the box & hold them accountable
• Managerial courage to question and make data-driven decisions and assess impact
• Excellent communication and motivational skills
• Fluency in English, and Dutch or French