Process Expert in Amsterdam

Job Description – Process Expert/Process Excellence Consultant – Consultant JCF

Organisational Context:

With its “Think Forward” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalization.

ING’s future aim is to be the next generation digital bank, offering a single digital platform or “ecosystem” where customers can find solutions to all of their financial and finance-related needs. This platform will provide a customer experience that is clear, convenient and consistent across borders, and will be open to selected third-party products and services.

To enable execution of the ThinkForward strategy, ING has setup a Global Transformation Office (GTO) which is a team that works closely with CEO/COO and ING Board, as well as representatives from all business units and functions under the COO, and stakeholders across the Bank.

GTO’s focus is two-fold: firstly, it provides coordination, assurance and optimization of the global change portfolio, managing ING’s strategic investment governance globally. Secondly, it works jointly with the various stakeholders to develop and deploy strategic transformation programmes bank-wide, aligning new initiatives (local and global) with the existing change roadmap, and coordinating design and implementation across functions and countries as required. And, as part of GTO ING has set-up a Global Process Management team, supporting GTO’s focus by enabling easy and uniform processes.

GPM’s focus is three-fold: firstly, it sets the standards and conventions on how we design, manage and improve processes across the organization. Secondly, it runs process improvement ‘waves’, improving the E2E processes across the entire ING Group impacting the bottom-line if the Bank. Finally, it designs global target processes to support unifying the processes across the organization; enabling to become a single digital platform.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring and supportive colleagues, there is no better place to invest your talents than at ING. Join us. Apply today.

1. JOB SUMMARY

Coordinate and run multiple Process Improvement Waves in ING HO, banks, branches or subsidiaries. Support local leaders in running process improvement programs with multiple waves. Run and lead waves of process transformations in ING in the group-wide roll-out of process management / improvement. Support the recruiting, training and development of local process experts and leaders. Act as counterpart to ING process leaders in ensuring delivery and impact of process management. Develop the group-wide process infrastructure (knowledge management, training and professional development, performance management, banking innovation) and provide the know-how to the ING Group for process transformations in end-to-end processes and organizational units across all Bank areas (Market Leaders, C&G countries, WB, Group functions).

2. TASKS AND RESPONSIBILITIES

Development of ING bank (Market Leaders, C&G countries, WB, Group functions) process roadmaps and operational plans

• Support local process experts / managers in developing and keeping up-to-date an operational plan for the implementation of process improvements across the Bank  units (timing and sequence, areas, processes)
• Syndicate improvement waves / transformation approach with all levels of management (incl. local Board)
• Ensure feasibility and proper sequencing of improvement  waves in ING countries, units
• Plan resources and timeline for process improvement waves by ING countries, units

Coordination, support and implementation of process transformation and continuous process improvement in ING HO, banks, branches or subsidiaries:

• Coordinate and run multiple process improvement waves in ING countries, functions or units
  • Run the detailed diagnostic in end-to-end processes and organizational area to identify opportunities for process, people and performance management improvements
  • Identify and quantify improvement potential (operational and financial)
  • Define and ensure execution capabilities required for implementation
  • Run and implement the improvement activities
  • Ensure commitment, support and engagement of all stakeholders in the process transformation (top management, line management, shop-floor staff, support functions, process team)
  • Follow up on implementation activities to ensure achievement of the full impact
  • Act as change agents and support shift in mindsets and behaviors to install process management as a “way of life”

• Ensure continuous improvement in process transformations
  • Define continuous improvements objectives
  • Follow up on implementation activities to ensure achievement of the full impact
  • Monitor progress and continuous improvement from process transformations (process improvements, performance improvements, employee and customer satisfaction)

Development and ownership of Process Management Improvement tool-box

• Develop, maintain and enforce consistent and comprehensive process improvement methodology, standards and tools across the ING countries and units and Group
• Disseminate, improve and share best-practice methodologies and tools across the ING countries, units and Group

Skill development and capability building

• Support recruitment, training and development of process expert resources / skills in ING countries and units
• Develop and run Lean trainings in all ING countries, functions & unit levels (from Board to shop-floor staff)
• Coach process management team members and line managers in implementing process improvement to ensure delivery and sustainable change

3. SKILLS

• Prioritization and planning skills
• Coordination and project management skills for running multiple initiatives requiring identical resources or overlapping in time
• Strong analytical and problem-solving skills, ability to think out new solutions (“outside of the box”); rigor in fact base / data analysis
• Strong willingness and ambition to drive process and cultural change; ability to challenge authority and speak up
• Strong interpersonal, communication and relationship management skills for interactions with management and operational staff
• Leadership skills and ability to motivate staff
• High level of pro-activeness and initiative
• Strong execution capabilities and delivery of results
• Perseverance and focus on impact
• Can-do attitude; leadership, support and execution of daily tasks / routines together with process teams / shop-floor staff

4. EXPERIENCE 

• An excellent academic background
• 3-5 years working experience;
• Relevant working experience:
  • Experience in process design, measurement and improvement
  • Experience in working with process frameworks and standard
  • Experience in working in a global organizations with different cultures and maturity levels