Squad Master - Customer Journey Expert - Process Efficiency - Tribe Mortgages

GJA: 17

Squad Master for Resilience and (NB) Platforms – Process Efficiency - Tribe Mortgages

[Belgium, full time]

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!

Would you like to work for a Tribe where honesty, integrity and responsibility are valued? Are digitalization, customer/employee satisfaction & accessibility and delivering impact part of your DNA? Do you want to make the difference for our customers & employees thanks to our agile way of working? Then read what comes because Tribe Mortgages & Collections might very well become your future employer.

Your role & work environment: Squad master for “Resilience and (NB) Platforms”

You will embrace the role of Customer Journey Expert, acting as a Squad Master in the domain “Process Efficiency”. 

The domain exists of 2 squads: “Resilience and (NB) Platforms” which is the enabler for employee satisfaction by providing the most reliable tooling and journeys. “Operational Excellence” squad brings automation and data driven journeys for our journeys.

“Resilience and (NB) Platforms” is an Agile squad where CJE’s and on- and offshore developers work closely together to deliver an unbeatable employee/customer experience. You will be the liaison between IT and business.

As CJE and Squad Master, you improve -together with your IT colleagues- the origination & In Life journeys. You are the contact point for CLT and Sales when incidents might occur and, more important, you define and implement solutions to avoid having incidents. You are end-responsible for analysing, testing and delivering the Epics you are working on.

You define together with your Product Lead the roadmap for your squad for at least the running and +2-quarter and you make sure the pipeline keeps flowing for IT Dev and business analysis. You are in close contact with your fellow CJE’s and other Squad Masters within the tribe.

You will become the go-to person for all employee facing journeys.

Your key responsibilities

As a Customer Journey Expert

·       Translating the business demand to business requirements and to IT delivery (Applications: LOP, PHL & PEGA) – by your squad members

·       Ensuring excellent employee/customer experience & reliability whilst continuously reflecting on the commercial impact

·       Being E2E responsible for your projects, including refinements, documenting, testing the changes on the already existing/new business tooling.

As a Squad Master

·       Ensuring that the translating of the business demand to business requirements and to IT delivery (Applications: LOP, PHL & PEGA) by your squad members are with appropriate quality and within the defined deadline

·       Ensuring excellent employee/customer experience & reliability by ‘Keeping the Shop Open’ for all the assets you are the (delegate) asset owner as well as the data related to those assets – Life Cycle Management, Incident Management and Data Management are 3 dimensions you always have in mind

·       Ensuring the delivery and continuity of all the regulatory run activities (assets indexation, fiscal certificates, property evaluation, etc.), the outsourced service management (with our external partners: Stadim, RockEstate, Stater) and all the non-financial risks activities (SOX, audit, Irisk issues follow-up, etc.).

We look for:

A colleague with a talent for taking it on and making ithappen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems. More specifically in the Resilience and (NB) Platforms context:

• A senior experience in stakeholder management
• You apply the Agile way of working within your day to day activities
• Driven and customer/sales/employee focused, loving to collaborate with different people
• Project management experience is an asset
• You are solution-oriented: you relentlessly strive to find the ideal solution, sometimes out of the box
• Strong communication skills: written and oral
• Experience working together with colleagues from CLT, Sales, IT and 2nd line
• Taking ownership, wanting to make the difference for our customers & employees
• You dare to speak out
• Fluent in English and Dutch or French
• Bachelor/Master degree, with 3 to 5 years relevant experience

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• The possibility to actively boost the happiness of our employees at Sales & CLT
• An informal, dynamic environment with innovative colleagues supporting your endeavors
• A progressive and agile way of working, where new ideas are valued ahead of convention
• A well-functioning multi-cultural team with a good team spirit
  

Furthermore, within Tribe Mortgages & Collections, you can count on a range of opportunities to invest in your personal and professional growth with:

• Direct impact on the everyday happiness of our customers – Reducing friction & boosting guidance by making the journey intuitively and accessible for all  
• Variety & complexity: from working with IT to developing new products, from digital customer experience to safety & compliance
• High priority on craftsmanship and learning: we prioritize learning and development and help you to achieve your personal goals in this matter
• We actively support your ambitions beyond your CJE Role (OHI-ambassadors, CX-ambassadors, Fun Squad members, …)

• Culture of transparency & inclusiveness: we may not be able to guarantee the future but we share every step of the way