Global Process Leader Global Business Incident Management

1 week geleden

Amsterdam, Noord-Holland, Nederland ING Voltijd

Within WB COO Dailly Banking & Client Servicing Solutions we are constantly looking for ways to improve our customer's experience. Fully in line with the WB Global Process Leader Management Framework we have established a team of process leaders driving the quality of the Customer Daily Banking Experience.

One of the process domains is the Global Business Incident Management domain (GBIM), consisting of a GBIM team of 6 FTE in 3 different locations. The objective of the WB GBIM team is to manage the "business end" of a major incident for multiple departments within ING, such as Transaction Services, PSS, Lending, Trade and FM.

This means:

Establishing Client Impact Client Communication regarding the incident Media management regarding the incident Inform all relevant ING stakeholders via mails or conference calls Organise and facilitate the CMO incidents (escalation platform) Align with Tech and Ops departments Arrange aftercare

Besides this, the GBIM team is constantly improving the global business incident management process and the underlying processes to prevent and reduce incidents.

As Global Domain Lead, you are the functional leader for the GBIM team and you own the Global Process for Business Incident Management.

Key responsibilities

Coordinates the business impact when a P1 or major incident occurs in close collaboration with all stakeholders. Develops process vision, objectives and KPIs of the global incident management process. Designs, monitors and improves the global incident management processes according to customer, business (P/L) and legal requirements. Creates and monitors that consistent and comprehensive dashboards are in place to measure, benchmark and analyze the performance of the global incident management process. Performs root cause analyses of P1 and major incidents. Proposes improvement initiatives to reduce and prevent incidents. Monitors and escalates actionable stories towards PO of the Tribes. Leads process review boards and participates/aligns in squads (tribe) and IT teams, also via subject matter experts and local process leaders. Drives process improvements in the whole chain on both the incident management process and problem solving (preventing and reducing incidents). Involves appropriate stakeholders in process performance reviews, improvement decisions, planning and implementation of process improvements. Leads the functional team towards high and consistent performance. Owns the GBIM service towards all business stakeholders and ensures high quality operational management.

Required experience

You have a vision and solid knowledge of ING's strategy, organization and values. You have proven affinity with and knowledge of WB products and processes (Payments, Channels, FM, Lending) and needs of our WB Clients. You have a significant track record in driving change and improving end-to-end processes. You have a strong consulting background, have worked in different ING areas and you have thorough knowledge of and experience with ING's international landscape. You have (international) experience in complex organizations and a bird's eye view on ING's business processes and, risks and associated controls. You have minimum 8 years' experience within ING, a large ING network and you are able to effectively manage senior stakeholders. You have an academic or master degree and are fluent in English.

Competencies

Excellent communication, convincing and advisory skills, ability to present in both formal and informal settings and in different levels. You are professionally sceptic, knowledgeable and solution oriented. You build bridges by nature and are able to bridge different levels, different people and different cultures. Emotional resilience and confidence: adapts easily to new environments, remains calm and continues to perform under pressure. Strong stakeholder management across WB business lines and ING locations, you get people on board and ensure necessary buy in. Strong analytical, influencing and learning skills. Advocates process management and – improvements. Is focused and result oriented, ability to function effective both individually and in groups. Functional team leader with cultural awareness. Talks open and honestly, is a trustworthy sparring partner. Gives and acts on constructive feedback.

What we offer

This position is based on a full time working week (40 hours or more). This position is in the job grade 12. Functional lead of Global Process Leads and Global SME's located in the Netherlands, Hubs Slovakia and Hubs Manila. The primary work location is Amsterdam but travel appetite is required.

More specific

As the GBIM team has a 24/7 availability, stand by shifts during the weekends and nights are required on a regular base.

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 back you to develop into an even more awesome version of yourself.

Rewards & benefits

We want to make sure that it's possible for you to strike the right balance between your career and your private life and reward our people with a generous benefits offer and employment conditions.

Questions?

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