Customer Journey Expert – Operations Control Team (Connecting Tribes)

Customer Journey Expert – Operations Control Team (Connecting Tribes)

KYC

Money laundering, fraud, terrorist financing, financial and economic crime. Do we have your attention? Exciting subjects, right? And all things ING doesn't want to get involved in. That's why we're looking for someone to help prevent this. Your domain at ING is KYC (Know Your Customer) Operations within the COO domain. KYC plays a crucial role in the implementation of the FEC/CDD policy within ING Domestic Bank. FEC/CDD stands for Financial Economic Crime/Customer Due Diligence. The aim is to prevent Financial-Economic Crime from entering the financial system and damaging the integrity of and trust in this system.

Area KYC Operations

KYC Operations DBNL consists of 5 Super Circles. Three of them in Manila, 2 in the Netherlands. Besides this we have (Transaction Monitoring) colleagues in ING Hubs Poland. In total over 1.500 colleagues. Besides our Super Circles we have several staff department to support KYC Operations, this vacancy is in the ‘Operations Control Team’.

The Operations Control Team

You will be part of the ‘Operations Control Team’ (formerly known as ‘Connecting Tribes’). This team consists of 5 CJE’s who are responsible to implement all changes in systems, processes & policy coming from Tribe KYC and Global KYC within KYC operations. Every CJE has his own area of attention, for example periodic review, event triggers, onboarding or policy.

Besides this the team currently has 3 change consultants who execute changes to become more effective, efficient, execute our migration roadmap and support our Super Circles with managing meetings like the KYC Obeya and performance dialogues which are crucial to ensure we are within our risk appetite and improve our performance.

What are you going to do?

Your key responsibilities:

• You implement all changes (in process, policy and systems) in your area of attention within KYC operations in all Hubs. This can be a small WPI update but also a major implementation such as replacing the full KYC system or to implement an entire different way of working (Global Way of Working) for all our ~1.200 CDD analysts.
• You identify issues in policy, process or system which obstructs KYC Operations to do their job and/or affect CRAS metrics (Risk Appetite). You track these issues closely and make sure your stakeholders are always up to date. Of course you make sure the Tribe and Global KYC solve the issues a.s.a.p.
• To improve CX, efficiency and quality you identify & quantify improvements. For example to reduce inflow, improve processing- and lead time and reduce outreach.
• You ensure these improvements are taken up by the Tribe / Global KYC, play an active role to realize these changes and of course implement them within KYC Operations.
• You do this for the whole of KYC Operations, so your scope is all our Hubs & colleagues working for KYC DBNL.

Who are you?

• You speak up and advocate for our interests - even when they conflict with others—and you’re not afraid to initiate difficult but necessary conversations.
• You are results-driven and decisive. You take ownership, follow through, and make things happen. Decisiveness is one of your key strengths.
• You step up, even outside your comfort zone. You’re not afraid to tackle challenges head-on, demonstrating resilience and a strong sense of responsibility.
• You are extremely well capable of understanding what the different parts of KYC Operations needs in order to perform excellent, and you are able to translate that into requirements for the Tribe & Global that cover the need of the whole of Operations.
• Your stakeholder management skills are outstanding. You engage effectively with a wide range of stakeholders, from (Super) Circle Leads and analysts to CJEs and senior management, both within and beyond the KYC domain. You have to manage them all.
• As you have to manage a lot of changes, you are able to prioritize based on facts & data. You can maintain a helicopter view regarding the implementation of changes but are also able to distinguish  the topics that require extra attention.
• You know how to structure projects, you understand where to start and are able to implement changes successfully end to end.
• You have an eye for organizational sensitivity, you are able to understand what the different interests are, can relate things to each other and are able to manage them.

What do we ask from you

• You have completed at least a Bachelor’s Degree.   
• You have at least 3 years of demonstrable relevant work experience in the field of process improvement in the financial sector.
• You have prior experience in change management and/or project management and tracking of milestones  
• Within the tribe, the official language is English because of several international colleagues. You therefore have excellent oral and written expression skills in English.
• Experience with KYC is an absolute advantage.
• Experience working within the Dutch or European culture is a plus.

What is our offer

• A very dynamic working environment where you can make a lot of impact;
• A environment where you can learn a lot (personal growth);
• A salary which matches your qualities and experience;
• Excellent (secondary) conditions;
• Extended learning- and development possibilities.