Jesse Rutten & Nini Trinh

"Our drive to challenge the status quo is what unites us"

The Global Process Management team works across all of ING’s active countries worldwide, and its process experts can be deployed for any products, services and departments. This means there’s no lack of variety, which is precisely why the work is so interesting and challenging. In fact the international aspect is soon to become very real for Nini and Jesse, as they are both about to go abroad for a short-term assignment. 

To Sydney and Manila

Nini: “I will soon be heading to Sydney for a year, where I will be leading the local Process Management team. Our main focus will be to accelerate digitalisation initiatives.” Jesse is flying almost halfway around the world too: “I’m going to Manila, where I will be focusing on improving operational management of the KYC (Know Your Customer) departments.”

Global future vision

However, the team members don’t necessarily have to travel to far-flung destinations to find interesting assignments. In fact, despite the international scope, the process experts work on most assignments from their regular base in the Netherlands. Nini: “I’ve just been involved in a very cool project in which we helped to shape a global future vision for Mortgages. We’re the linchpin in the project, bringing together the business, IT and operations across all the ING countries. Such projects require us to start completely from scratch. We then work together towards a common goal. A great challenge, but also a fun experience!”

Solutions that work

Jesse: “My most memorable assignment so far was in a sales department with a high growth ambition that faced capacity challenges. By working together with the department - consisting of 200 colleagues - we uncovered their pain points, gained insights and generated a range of solutions in the space of six months. Most of those solutions are now being implemented. It’s really great to see that the team is now back on track with their growth ambitions and can focus on the core tasks again.”

Job satisfaction

All colleagues in Global Process Management clearly thrive on the job satisfaction that comes from seeing their work generate real impact. Jesse: “Although we are all different, our drive to challenge the status quo is what unites us. We all want to move forward, innovate and improve.” “That’s true,” agrees Nini. “Everyone here – from the entry-level new graduates to the colleagues who have been working at the bank for longer – is extremely problem solving, solution-focused, as well as curious and a little bit headstrong.”

A big plus

According to Jesse, the team spirit is a big plus: “When you start a new project, all the information you’re inundated with can sometimes be quite overwhelming, so sparring with colleagues is invaluable. And then when we reach a breakthrough together on challenging issues, that’s when I really love my job!” Nini adds: “And also when our stakeholders are happy. After all, we do it all for them.”