Senior Change Expert - Fraud Service Center

In an ever-changing digital world, fraud is, unfortunately, becoming more and more common practice. The Fraud Service Center (part of the Tribe Fraud NL) is therefore committed to protect our customers against fraud and to minimize the impact of fraud for customers and ING.

Are you looking for a meaningful job in which you can make a large impact for our customers and ING? Do you want to protect our customers against fraud and scams?  Outsmart fraudsters by improving our Fraud Super Circle in such a way that we can react quick and adequate to new methods used by fraudsters? Then read on!

As a Senior Change Expert, you are a professional in change management, leading complex change projects within the SuperCircle. You act as a strategic partner for management and play a crucial role in achieving the strategic goals of the department. In addition, you enjoy coaching your colleagues and helping them to increase their knowledge and expertise.

What does the Center of Expertise look like?

As Senior Change Expert, you are part of the Center of Expertise within the SuperCircle Fraud Service Center. Within the Center of Expertise Fraud, we perform a variety of activities that all contribute to supporting the members and the Leadership Team (LT) in the SuperCircle to be able optimally do their job. Some of these activities include HR onboarding, Change Consultancy, Quality management, Reporting & Dashboarding, Forecasting & Planning and Finance control & management. Each squad works independently on their own backlog, derived from the Quarterly QBR. But since there are quite some intra-squad dependencies, alignment within the CoE is very important.

What will you as a Senior Change Expert be doing?

The Fraud Service Center will face several challenges soon. Due to the increasing complexity of cases, the Fraud Service Center will have to develop further into an organization that can quickly respond to new developments and new methods of fraudsters, so organized for speed! So excellently organized, flexible and making optimal use of automated systems and processes to embed craftmanship and quality. As a Senior Change Expert, you help us being the front runner in fighting fraud and enhancing the financial health of our customers.

• You develop and implement improvement plans to realize effective changes and focus on measurable results. Analyze the current situation and identify change needs and opportunities.
• Responsible for the progress of the change projects within the Fraud Service Center and the results achieved. Design and execute detailed change management roadmaps that outline the steps and milestones required to achieve our strategic goals.
• You are a sparring partner for management, and you are jointly responsible for spotting new opportunities and recognizing possible new projects.
• Coaching other colleagues in the CoE (including on projects / change requests) to help them grow in their professionalism.
• Stakeholder management within the SuperCircle and the Tribe. You act within all layers of the organization, from operations to management.
• Optimize employee journeys and customer journeys. Setting up learning & development for our members.

What do we expect from you?

• You are analytically strong and make decisions based on data and facts.
• You have at least 5 years of experience in change management, preferably in an advisory role.
• You continue to develop yourself, both as a person and a professional.
• You have experience in coaching colleagues, both on process improvement methods and personal development.
• You get a lot of energy from creating fact-based insights, identifying improvement potential and translating it into concrete improvement proposals for the Center of Expertise or for the SuperCircle.
• You drive continuous improvement in your team.
• You have excellent communication skills, persuasiveness, and a hands-on mentality.
• You like working in a dynamic environment with changing stakeholders.

Furthermore

• At least a bachelor's degree
• Good command of the Dutch and English language.
• Advanced Project Management and Lean experience.
• Experimenting as a methodology becomes part of the work.
• From stakeholder management you know how to make the right connections in which improvements are initiated across teams and Tribe.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

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
• awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.