Scalable Client Services Consultant

Organizational context

WB COO Client & Digital Service offers efficient, scalable and compliant operational processes that enable secure and digitized banking services. Herewith we deliver an excellent experience to our WB clients.

Within our domain we have 4 key objectives:

Empower our people to make the difference Move to scalable processing Accelerate STP of our services to increase Client Experience and secure Client Interaction Harness our Operational Execution

We have strong ambitions to accelerate in:

Standardization and digitalization of our key processes so that clients can self-serve where possible and manual process steps are intelligently automated.

Executing our Client Services Target Operating Model to serve our clients with high quality and in a scalable manner.

In order to execute our centralization ambitions in this Target Operating Model, we need to bring focus and dedication so that we can leverage on the gained expertise and maintain the quality of service. The centralization roadmap will be owned and executed from the virtual Scalable Client Services team.

We are looking for a Scalable Client Services Consultant that will be part of this team over different locations and drive the centralization roadmap towards scalable sourced activities with high quality service in line with our strategic ambitions. You will work closely with CLT teams across 21 countries, ING HUBS teams, process experts, P&L owners of all WB business lines, relevant delivery tribes and process participants across the value chain. Starting point for all initiatives are the needs and expectations of our clients.  

Skill requirements

• Excellent communication and leadership skills to effectively manage and communicate with stakeholders.
• Strong problem-solving and decision-making abilities to handle complex migration challenges.
• Experience in creating and managing project plans. Timelines.
• Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines.
• Experience working with cross-functional teams and collaborating with different departments.

Responsibilities

• Developing and implementing migration strategies and plans to ensure a smooth transition of CS, mid-, back-office processes/activities.
• Leading a team of stakeholders, to gather requirements and define migration objectives.
• Identifying potential risk and issues that may arise during the migration process and developing mitigation plans.
• Monitoring and tracking the progress of the migration project, ensuring that milestones are met, and any deviations are addressed promptly.
• Communicating regularly with key stakeholders to provide updates on the project status, and issues.
• Conducting post-migration reviews to evaluate the success of the migration project and identify areas for improvement.
• Documenting all aspects of the migration project, including processes, decisions, and outcomes.
• Knowledge transfer – coordinating training and support to end-users to ensure a smooth transition from branch to new landing spot.

Who are we looking for:

• You are a self-starter and team player. You can take the lead and empower others towards delivery.
• Strong consulting background. You can easily identify key risks and impact points while keeping the helicopter view and longer-term objectives in mind.
• You have (international) experience in complex organizations and a bird’s eye view on ING’s business processes and, risks and associated controls.
• Excellent communication and advisory skills, ability to present in both formal and informal settings and in different levels.
• You are solution oriented.
• Emotional resilience and confidence: you adapt easily to new environments, remain calm and continue to perform under pressure.
• Strong stakeholder management across COO business lines and ING locations, you get people on board and ensure necessary buy in.
• You talk open and honestly, are a trustworthy sparring partner. You give and act on constructive feedback.

• Wage (gross)
  From 3 130 EUR/month

  *By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.

  We offer you a bunch of great benefits

  Friendly working environment

  • You build your own working day - flexible working hours and work from home
  • Daily working time: 7hrs 45min instead of standard 8hrs
  • Daily refreshments - coffee, fruits, drinks
  • Fully equipped gym accessible 24 hours / 7 days per week
  • Game room with unlimited access
  • Modern designed coffee corner and terrace with the grill spot

  WellbeING

  • Sick leave compensation: up to 80% of the monthly salary
  • Life insurance contribution: up to 22,14 EUR/per month
  • 3rd pillar contribution: up to 3% from your monthly salary
  • 24/7 external mental health support
  • Learning opportunities: internal and external learning programs
  • Regular teambuildings, social events and communities

  YOU/family/friends time

  • Extra 3 PERSONAL days per year
  • Extra vacation days: up to 10 extra days/per year
  • We welcome your ING-positive friends: referrals starting from 1000 EUR
  • 150€ for childbirth/adoption bonus, wedding day and registered partnership contributions, work anniversary award
  • Our premises are open 24/7 and you can even bring your friends or family along (up to 2 friends to the gym and game room)

  Extra perks

  • Yearly bonus based on your performance and company’s results
  • Cafeteria points: 50€/month (600€/year) - choose when and how to spend them
  • Home office contribution: 20 EUR/per month
  • Discounts from our and your favourite stores: up to 30%
  • Warm welcome package for your fresh start
  • Pet friendly office