Job Properties
  • Job Type
    Full-time Position
  • Background
    Management & Business Others
  • Languages
    English
  • Experience Required
    1 - 2 Years
  • Degree Required
    Bachelor
    • Province
      Amsterdam
    • Date Posted
      November 01,2020
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    Business Chapter Lead

    Purpose of the job

    As the Chapter Lead in the Client Servicing Solutions (CSS) Tribe, you provide a differentiating experience for our customers anytime anywhere at optimal value and profitability for ING WB. The Chapter Lead (CL) is responsible for coaching (on both a personal and professional level) of the chapter members so that they can get the best out of themselves in the development and delivery of the Pega craftsmanship focusing on innovative and groundbreaking workflow and workforce management and bring this across broadly in the WB organization.

    You excel in understanding customer journeys in the Wholesale Banking context and in building and embedding workflows and workforce tooling to shape a differentiating customer and employee experience. Furthermore, you make sure to expose this expertise in- and outside the CSS Tribe. The manner of working within and the distribution of specific knowledge/focus areas and the selection of standards to be used will be determined in conjunction with the CSS Tribe Lead.

    Your role and work environment

    As Chapter Lead within the CSS Tribe, you will work on the development of a differentiating client and employee experience in a dynamic environment where strategic IT tooling (in this case Pega), innovation and customer interest are central. The CSS Tribe is accountable for the continuous improvement of global E2E servicing of our WB Clients, providing our clients with an easy and predictable experience. Following the Think Forward strategy, we develop and facilitate in realising a differentiating customer and employee experience.

    The CSS Tribe works with an ING WB-wide scope. In self-managing multidisciplinary teams (squads) together with other experts within ING's Agile organization you will work on a joint end-to-end mission. For around 60% of the time, the Chapter Lead works as a squad member towards achieving the squad's purpose and reports to the tribe lead.

    As a Chapter Lead you will share a collective responsibility with your peers to improve ING’s performance and define and implement opportunities to better serve and delight customers. You will have an eye on the long term perspective. You will translate customer behaviour into business outcomes and ensure you provide guidance to the CSS Tribe on the client experience across the value chain. You will proactively anticipate dependencies and collaborate across the WB Tribes as it relates to the client experience design across products, countries and channels. Finally, together with the Tribe Lead and (Central) Product Owners, you give substance to the strategic direction of the Tribe. Your input is crucial for determining the CSS Tribe purpose and objectives. Together with this team you also provide an inspiring and attractive work environment and you support the squads maximally in living up to their purpose.

    Your key responsibilities

    On a day-to-day basis, you:

    • Define and implement the workflow and workforce management vision and ensure an efficient and customer-oriented usage
    • Develop the methodology to reimagine journeys with cross functional teams and design end-to-end processes that fulfil our clients’ needs
    • Manage collaborating across functions to build truly seamless end-to-end journeys
    • Create buy-in through illustration of benefits with the aim to create even more added value to our customers
    • Evaluate our way of working with the aim to continuously improve
    • Acquire profound understanding of the market and our clients in order to create the best possible offer and journeys for them
    • Are innovative by challenging existing trends and consider new developments in the market
    • Manage, coach, inspire, develop, evaluate and increase the performance of the Customer Journey Experts within the chapter you are responsible for in the CSS Tribe

    We are looking for

    You are an inspiring, approachable candidate and pioneer of the cross-border culture, displaying the following behaviours:

    • Front runner of Orange Code behaviour and have a true interest and experience in helping others to get the best out of themselves
    • Strong focus on interaction, you like to connect people and clear communication is a matter-of-course for you
    • Strong analytical skills and get energy of translating complexity into a clear vision and structure, always looking for ways to improve the status quo
    • Easy to work with, have excellent organisational sensitivity skills, and have a drive to work in a bank-wide, international environment managing Wholesale Banking client interactions
    • Strong influencing skills and a result-driven/ persistent and can-do mentality to be able to implement a central solution across all units of the bank
    • Ability to take responsibility to set up a workflow and workforce management vision and roadmap to guide the development of customer journeys that will maximise decisions on facts and data
    • Managerial courage to question colleagues across the value chain
    • Ability to think out of the box and drive innovation
    • Strong resilience; ability to navigate through ambiguity
    • Get energy from working on concrete and tangible results in a complex and continuously changing environment

    Proven track record and skills required

    • You have a Master’s degree and are fluent in English
    • Proven track record at working with clients and designing customer journeys
    • 10+ year experience in guiding and realising change in international roles
    • Experience in banking and/or consultancy
    • Business experience as well as IT savviness in workflow and workforce tooling (e.g. Pega) is a plus
    • Personality and the capabilities to optimally function within an Agile environment
    • Experience in guiding and realise change
    • Analytically strong and make decisions based on data and facts
    • Creative, innovative and strategic thinker with an eye for detail
    • Communicative and organizational strong, you actively ask for feedback, but you also give constructive feedback on the work of others
    • You know how to manage various stakeholders and are organization-sensitive
    • You are curious, have a clear vision of your field and the ambition to continue to develop yourself professionally as well as personally
    • Experienced in planning and managing (functional) teams, stimulating empowerment in the work environment and people development

     
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