Chapter Lead, Customer Journey

About the Tribe KYC Services

KYC Services aims to minimize the risk of ING becoming involved in money laundering, terrorist financing or other reputational risks. This includes customer onboarding, periodic and event driven reviews, name screening, pre-transaction screening, post-transaction monitoring, and ultimately the offboarding of customers.

By providing policy, process design and tooling, tribe KYC Services contributes to our social role as a gatekeeper to protect our financial infrastructure against financial crime.

Our tribe consists of the following areas:

• Policy team
• KYC Cockpit
• CDD Journey and CDD Customer Interaction (CI) and Platform areas
• Transaction Monitoring area
• Screening area
• Data & Management Information (MI) area

We are looking for a Chapter Lead within NL Tribe KYC CDD Services Area. The right candidate will build and improve the Business Process Analyst (also known as Customer Journey Expert or CJEs). The candidate will also dual hat as a CJE.

Roles and responsibilities

• Manage a team of CJEs (~6 to 10). Develop and lead people to meet their individual goals, career goals and organization's goals
• Member of DT Manila Leadership team, supporting and delivering tribe wide initiatives
• Ensure resources allocations of the area across the organization to get commitments done
• Aligns with HR, IT Area, Tribe management on hiring, budgets, Tribe risks and strategies
• Maintain great relationships with stakeholders based on establishing delivery and support objectives
• Continuously work on skills improvements, expertise and personal growth of your Customer Journey Experts
• Ensuring all staff have the right skills and fully allocated to consuming entities.
• Grows developing, innovating and safeguarding knowledge in the field of expertise, skills, competencies
• Create high performing teams (autonomous teams) by building and cross-training the skillset of our people
• Drives the development of craftsmanship –How a job should be done. Works as team member and practicing the craft for part of their time
• Manage stakeholders and establish collaboration with the functional leads of your chapter
• Sets the way of working and standards for the expertise / Chapter area
• Besides leading the team, you will also be part of a squad and will be responsible for the area processes for business and/or customers. You will challenge the current processes and recommend changes to policies, processes, standards, and practices that would improve compliancy, efficiency and customer experience. Roles and responsibilities of CJE also applies to you, only with lesser capacity on doing the functional tasks

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

Your backpack ideally contains:

Leadership, delivery and soft skills:

• Hands-on and pro-active positive attitude
• Strong social and communication skills. Being a sparring partner for our business colleagues
• Experience in formal/informal leadership, speaking up in front of groups and leadership
• We expect the ability to transfer knowledge back to the ING Bank by holding presentations, workshops, documentation and most important: setting new standards for the ways we do tech.
• Fluent in English
• Experience in business processes and design specially in the Banking industry is preferred

Client focus

• Ability to liaise with a broad range of people, including line management, senior management, external suppliers.
• Strong organizational, analytical and problem-solving skills.
• Ability to identify practical solutions.
• Ability to solve complex issues and problems.

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.