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TECH GS 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 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.


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.



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 compliance
    • 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 through 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


Knowledge and skill requirements

  • Bachelor diploma of Engineering
  • Test automation framework (cucumber, Selenium)
  • Jenkins and ITIL knowledge
  • Pega Certification and experience
  • CI/CD knowledge
  • Agile team experience with SCRUM or Kanban or XP
  • 2 years of management experience
  • Ops experience
  • Management 3.0 knowledge
  • Diplomacy and good communication skills
  • Analysis capabilities and testing abilities
  • Facilitation skills
  • Retail Bank knowledge


Your benefits

A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment


To give you an idea, we will tell you about the benefits of working at ING:

  • A salary tailored to your qualities and experience
  • Flexible working hours and the possibility to work at home
  • Reimbursement for travel expenses
  • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days
  • Pension scheme
  • 13th month salary
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary
  • 8% Holiday payment
  • Personal growth and challenging work with endless possibilities to realize your ambitions
  • An informal working environment with innovative colleagues who strive for the very best
  • Progressive way of working according to the Agile method, so that new ideas come to life



Feel free to contact the recruiter

Extra informatie

Fulltime (ervaren)

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

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