KYC Retail Operations Business Analyst

KYC Retail Operations Business Analyst (Customer Journey Expert) – Global CDD Retail Reporting Team

To elevate our data-driven strategy towards adherence to our Global CDD requirements (Digi 60 / Ops 60) and enhance our decision-making processes, we’re looking for a Business Analyst who combines deep Business Intelligence (BI) expertise with strong stakeholder engagement skills, particularly in Power BI. This role requires someone who can connect with teams across regions and functions to understand not just the “what” but the “why” behind our reporting needs—ensuring that reports and metrics are designed with a clear purpose aligned to the strategy from our Global Retail CDD head.

Our ideal candidate will engage thoughtfully with stakeholders, exploring their specific needs and asking the right questions to uncover the underlying objectives of each data request. With the ability to turn these insights into actionable technical requirements, this Business Analyst will ensure that the dashboards and metrics they develop deliver relevant, impactful insights that drive real value.

Beyond technical capability, we’re looking for a team member who brings a high level of emotional intelligence (EQ) to build strong relationships, interpret business needs, and provide intuitive, visually compelling Power BI dashboards. This role will empower our teams to make informed, data-backed decisions, helping us achieve our strategic objectives.

By bringing in this Business Analyst, we aim to align our technical reporting solutions with true business needs, ensuring that every insight generated is purposeful and effective.

The role reports hierarchically into the Delivery Tribe via Retail CDD Chapter Lead and functionally aligns into Global Retail CDD Operations Lead via Global Retail CDD Reporting Product Manager. 

Role’s activities and responsibilities:

Across all Retail countries, for Customer Due Diligence:

• Adhering and maintaining SLAs, support in performance of performance reviews, support on content of services to countries and ING Hubs
• Shared ownership and accountability of the entire reporting lifecycle for Retail CDD:
  • Reports / Metrics ideation and creation
  • Reports / Metrics sharing and usage – including analysis & actionable insight generation
  • Data Lineage
  • Data Transformation
  • Data Readiness
• Business Insights as input to (senior) management
• Liaise with the Retail CDD Business and take part in the product/solutions development for Retail CDD reporting requirements.
• Capacity planning for ING Hubs locations and for in-country operations
• Take part in the development of solutions for (fact-based) decision making on all levels (strategical, tactical, and operational).

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

• You have an academic degree.
• You have an accreditation or certification in FEC, FATCA, CRS, ESR or AML expertise areas.
• An accreditation for project management such as Agile, Lean Six Sigma, Prince2 or PMP is strongly preferred.
• You have 8+ years relevant work experience in an international operations context, preferably in a banking environment with an operational production focus, including experience of working with sourcing centers or, in ING, ING Hubs
• You have 8+ years designing & running MI reporting, Business Intelligence in an operational context, preferably in KYC / Compliance. Or alternatively, have had such exposure in an operational context.
• You have 5+ years of working experience with KYC (CDD, FATCA, CRS), Financial Economic Crime, Anti-Money Laundering or Compliance and working in a global / hybrid setup.
• You have a strong experience in a working in a complex global matrix organization, with ability to interact with and drive progress amongst regional stakeholders
• Proven process management skills and ability to translate process performance into metrics (eg lean six sigma certification and experience).
• Proven ability to drive Operational MI reporting from the centers and countries, including FTE, performance and quality tracking,
• Expert level knowledge of MS Excel and other BI & Data visualization software like (MS Power BI, Cognos, Tableau),
• An efficiency and automation-oriented mindset with a proven track record of designing tools and solutions for improvement of operations processes and MI.
• You have a proven profound understanding of data, demonstrated digital and technological savviness, successful experience in driving innovation
• You have excellent communication, presentation, networking and influencing skills
• You are fluent in English (speaking and writing)
• You have 8+ years of experience in managing C-Level Stakeholders
• You have strong knowledge in operations management
• You have good track of implementation / roll-out of solutions for more than 1 functional group