Process Expert

6 maanden geleden

Amsterdam, Nederland ING Voltijd

ING has two overarching strategic priorities: giving our customers a superior experience and putting sustainability at the heart of what we do. To put these two priorities into practice, these are the things we’ll focus on getting right: Providing seamless, digital services, whilst using scalable tech, staying safe & secure and unlocking our people’s full potential.

**Your work environment**

ING’s Payments and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payment platforms and services. PSS focuses on delivering payments, settlement, and open banking services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer. The PSS combines Product Management, IT and Operations to ensure we can develop, maintain, and run our payment & settlement services end-to-end. PSS is a global organization with colleagues in the Netherlands, Belgium, India, Romania, Slovakia and the Philippines.

The PSS is responsible for providing standardized payments and settlement services to multiple ING business lines (Wholesale Banking, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.

**The opportunity**

As the Process Expert at ING, you will play a critical role in optimizing IT services and facilitating organizational change initiatives. Operating within CIO office of PSS Tech, you will oversee both service level management (SLM) and change management (CM) functions, ensuring alignment with ING corporate strategic policies. You will review services, optimize process management activities, and drive the successful implementation of change initiatives while enhancing service quality, and increasing productivity and efficiency.

**The Team**

**Roles & Responsibilities**
- Regularly review services and activities to improve quality, decrease IT costs, and increase compliance and efficiency.
- Optimize all process management activities across squads to enable effective decision-making and seamless cooperation.
- Provide engineers/squads with accurate information to support resource optimization, efficiency, and technical decision-making.
- Realize and monitor one or multiple Service Level Agreements, reporting attainment and potential exposures related to service level performance.
- Initiate service improvement processes to address any issues with service quality.
- Manage delivery adherence to ING policy by identifying cost-efficient service provision methods.
- Design and execute change management implementation practices to facilitate the smooth implementation of workplace changes.
- Organize change management governance and act as chair of PSS change advisory board (CAB) meetings. Participate in CDCB (Cross domain change board)
- Collaborate with key stakeholders to ensure changes align with corporate strategic objectives.
- Work with project managers to ensure smooth operations, continuously monitor progress, and make necessary adjustments.
- Analyse employee experiences and offer solutions for smooth transitions.

**How to Succeed**:

- Master's degree in computer science or equivalent with a minimum of 4 years of work experience in an IT environment.
- Proficiency in ITIL-related practices.
- Talent for problem-solving and implementation.
- Enthusiasm for collaboration and helping others succeed.
- Ability to thrive in a fast-changing and complex environment.
- Strong communication skills (English) and stakeholder management abilities.
- Ability to handle user resistance and prioritize tasks effectively.
- Capacity to challenge and improve processes to enhance operational excellence.
- Ability to clearly articulate messages to diverse audiences.
- Must be a team player with a natural ability to establish and maintain strong relationships.
- Able to work effectively at all levels of an organization and capacity to influence others to move toward with common goals.
- Flexibility and adaptability; able to work in ambiguous situations.
- Resilient and tenacious with a propensity to persevere.
- Strong Organizing experience with a natural inclination for planning strategy and tactics.
- Problem-solving and root-cause identification skills.

**Rewards and benefits**

The benefits of working with us at ING include:

- A salary tailored to your qualities and experience
- 24-27 vacation days depending on contract
- Pension scheme
- 13th month salary
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- 8% Holiday payment
- Hybrid working to blend home working for focus and office working for collaboration and co-creation
- Personal growth and challenging work with endless possibilities
- An informal working environment with innovative colleagues

**About us**

With 60,000 employees and operations in ap

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