KYC Process, Design & Control Expert – CDD process efficiency & productivity

(GJA 16)

Be part of a movement to put the customer & efficiency at the heart of KYC

Joining our tribe means you will be part of our mission to design and implement lean and digital client and non-client facing solutions that are paperless, automated and online enabling a seamless customer onboarding and review experience. You will help us leverage technological capabilities, continuously reduce non value-added process steps and seek to simplify and automate all processes of the customer KYC journey whilst being compliant at the same time. We support operational teams with smart tools enabling them to efficiently control the process and execute it smoothly.

In short, we fight Financial Economic Crime by helping to protect our bank and keep it safe, but we also fight inefficiencies and poor customer experience.

What’s in it for you

We are offering an environment where you can develop yourself, have a positive impact on colleagues and customers, have fun and fight against economic crimes by doing something genuinely important for our bank, our industry and society at large. Join our diverse workforce – both from a skillset and people perspective – and enjoy open and frequent interactions with our people and personal growth focused leadership team that has a youthful spirit.

Your impact

The role we currently have is in the CDD process squad. Some of the key things you would be doing are:

• Managing processes from an E2E perspective – Being part of the CDD process squad means managing processes from an E2E perspective with a focus on data, tooling, operational execution & efficiency/productivity and customer experience.

• Designing & implementing efficient, compliant and lean processes – Process implementation is a big part of what we do but always with a keen eye on keeping things lean & efficient, compliant by design and customer friendly. Where processes are supported by tools, we closely work with the tooling counterparts to ensure that process and tools are aligned.

• Addressing process gaps & improving process efficiency – Addressing process gaps & efficiency improvements for client onboarding, reviews and offboarding is also essential. We design compliant solutions for identified process gaps & process efficienct improvements by contributing to the optimization of operational flows and customer experience. We work with other tribes across the organization to ensure their processes are KYC compliant and customer friendly. We work with operatoins to ensure productivity is as optimal as possible.

• Monitoring of process quality & efficiency – Monitoring of the quality & efficiency of the process execution and ensuring that process design & productivity issues are addressed via improvements.

• Aligning & upgrading existing processes with ING group structural solutions – Aligning our existing processes with ING group structural solutions together with tooling counterparts and 2nd line of defense colleagues.

• Acting as the gatekeeper for & provider of process requirements – Translating the global and local KYC requirements into compliant, efficient and customer friendly processes and providing process/business requirements to other tribes

• Linking pin between operations, compliance and product tribes - We are the linking pin between KYC operations, compliance and product tribes working closely together to make KYC happen.

Who we are looking for – CDD process

We are looking for people capable of operating in dynamic, fast paced and agile environments. We are looking for delivery and solutions focused people who are familiar with project management frameworks and for whom the structured end-to-end management of small and big tasks alike is deeply embedded in their DNA. The people we work with are used to managing a multitude of stakeholders and can recognize the critical priorities and success factors of a project.

To succeed you should have most of the following skills:

• Make it happen attitude & potential and desire to grow: a can do and curious mind with the desire to grow and learn

• Results orientation: the ability to see solutions, not problems. The ability to stay focused on delivery.

• Stakeholder management & leadership skills: the ability to listen to and assess the concerns of various stakeholders and to propose balanced and worktable solutions to process gaps

• Project management skills: the ability to effectively structure, prioritize and coordinate the implementation of KYC journeys/solutions (big & small) across internal and tribe external stakeholder groups

• Process efficiency implementation experience: the ability to translate paper-based customer due diligence policy requirements into real life operational processes that are efficient, simple, and customer friendly

• Non-financial risk management: understanding of non-financial risk management principles

• Know Your Customer process knowledge: the understanding of KYC requirements and processes during onboarding, review and offboarding

If you had joined us, here’s what you could have done

• Played a key role in the implementation of the new KYC policy 2.0 across ING BE by assessing process changes, efficiency/productivity & operational impacts and customer impacts and by designing processes aligned with the new policy
• Proactively identified process improvement opportunities with our E2E CDD process and developed solutions to increase process efficiency/productivity
• Worked with tooling counterparts to establish a new Event Driven Review process supported by a new tool
• Communicated the requirements for digital onboarding of customers to product tribes by ensuring a customer friendly and efficient process
• Take a leading role to design solutions for identified process gaps and process efficiency improvements with respect to time driven reviews and event driven reviews
• Created projects plans to show the progress of different initiatives
• Worked on requirements imposed on ING BE by the National Bank of Belgium with a keen eye on limiting adverse efficiency/productivity impacts