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Know Your Customer (KYC) Pega Ops Chapter Lead in Amsterdam

... The Global Know Your Customer (KYC) organisation is a new organisation within the COO domain. Their purpose is “Enabling people and organisations to use our banking services by ensuring a compliant and competitive...



The Global Know Your Customer (KYC) organisation is a new organisation within the COO domain. Their purpose is “Enabling people and organisations to use our banking services by ensuring a compliant and competitive KYC ecosystem.” Through an innovative and transformational approach, financial crimes, such as tax evasion and terrorist financing, are prevented or detected on a global scope. The Global KYC organisation consists of a Centre of Expertise, the Delivery Tribe and KYC Operations. By integrating all KYC related capabilities into one functionally steered organisation, the global implementation and standardisation of the Global KYC Digital Service is supported.

This Service consists of processes, enhanced controls, shared solutions and optimised operations processing across all of the business lines. The Service helps us to achieve a more robust KYC environment that will strongly contribute to ING’s overall response towards more stringent regulatory requirements in this area and beyond.

The Global KYC organisation is a 1st line department providing the ING business and functions with guidance, standardised solutions in the area of various KYC related regulations (on process, control, and digital solutions, etc.) as well as support to realize operational excellence.

The Global KYC Delivery Tribe is part of the Global KYC organisation within ING COO. You will be involved with the development of state of the art solutions on socially relevant topics such as Anti-Money Laundering, Counter Terrorism Financing, Fraud, Sanctions and their global implementation across 40+ countries, affecting 36 million ING customers. Through this, we will be able to deliver our customers an optimal KYC experience, whilst remaining compliant and in control of our risks and processes on a global scale. You will be in contact with market leading vendors and thought leaders in their respective domains. As such, you will be working with many colleagues from different disciplines, geographies and backgrounds.

The Global Delivery Tribe consists of Squads, which are built from high-performing teams consisting of 5 to 9 people. Squads are self-steering, autonomous, multi-disciplinary (BusDevOps, or a subset of these disciplines) teams with a fixed mission and purpose and take the full responsibility and ownership of end-to-end processes. Team members are 100% dedicated to the Squad and have preferably all required expertise to deliver their purpose. Squads prioritise their delivery via a backlog.


The Pega Ops Chapter Lead’s role is twofold. First and foremost he/she performs content tasks, contributing to a Tribe’s/Squad’s purpose for 60% of his/her time. Second, he/she is the Agile Manager (hierarchical manager) of an IT Chapter, a group of professionals in the same area of expertise.

For details on the content work, the Pega Ops Chapter Lead is not different than any other Pega Ops Engineers, and, as a role model, contribute actively to his squad’s tasks to ensure the application stability.

As an Agile Manager, the Pega Ops Chapter Lead focus on the increasing the craftsmanship of his/her employees. For this un facilitate his/her chapter to ensure proper knowledge sharing, standard setting, and issue remediation. He/She also follow individually chapter members to accompany them in their careers and help them grow.

Key tasks

For the content work tasks (60% of the IT Chapter Lead role) :

  • Monitor the application
    • Using external tools like Kibana or Grafana
    • Using Internal Pega monitoring (AES)
  • Ensure compliancy
    • Keep OCD (ING internal control framework for IT Risk) green
    • Maintain access matrix (SOLL in ING framework)
  • Quality controls
    • Participate in User story refinement to ensure adequate acceptance critera
    • Implement automated Functional Tests
    • Test manually the application when necessary
    • Manage Disaster Recovery Test
    • Manage Penetration Test
    • Implement Performance Tests
  • Support the application throught ITIL processes
  • Manage and use the Deployment Pipeline and ensure that quality controls are properly embedded in it.

For the Agile Manager tasks (40% of the IT Chapter Lead role) :

  • Stimulates the ‘new’ culture
    • Acts as an agile role model
    • Coaches individual IT Chapter members on agile/CI- mindset and –behavior, on expertise related skills and knowledge sharing
    • Challenges IT Chapter members in their way of working and their continuous improvements
  • Realizes and maintains the IT maturity
    • Strengthens the organization by continuously improving the IT Chapter’s way of working/standards
  • Organizational Development and Employee planning
    • Identifies and stimulates the processing of organizational improvement opportunities
    • Performs the PCB (Planning, Coaching, Beoordeling/Appraisal) cycle with all his/her internal IT Chapter members
    • Discusses IT Chapter progress in skills development and future demand with the IT (Area) Lead
    • Allocates IT Chapter members to relevant Squads
    • Ensures qualitative alignment between IT Chapter members and relevant Product Owners’ planned business value (Staffing)
    • Performs long term employability planning
    • Performs all other people management tasks, f.e. recruitment, talent management, et cetera
    • Propagates IT vision and strategy to his/her IT Chapter members in order to align goals
  • Knowledge sharing
    • Ensures the application of expertise specific standards (DoD)
    • Shares relevant insights and developments in his/her own expertise with his/her and other IT Chapter members
  • Miscellaneous
    • Follows market developments in his/her area of expertise
    • Aligns with other (IT) Chapter Leads

Knowledge and skill requirements


Engineer bachelor

Technical skills

Test automation framework (cucumber, Selenium)


ITIL knowledge

Pega Certification

CI/CD knowledge

Previous Experience

Agile team experience with SCRUM or Kanban or XP

2 years of management experience

Ops experience

Chapter Lead experience

Management 3.0 knowledge

Experience on Pega

Other skills or competencies

Diplomacy and good communication skills

Analysis capabilities

Testing abilities

Facilitation skills

Retail Bank knowledge

Extra informatie

Fulltime (ervaren)

Amsterdam | ICT / IT / Programmeur | Fulltime (ervaren)

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