Business Manager Customer Domain
Permanent , Work regime, Brussels/Amsterdam
Your role & work environment
As Business Manager you are the right hand of the IT Lead of the Customer Domain. This domain consists out of 2 sub domains; Customer and Document Management and you are part of 500+ FTE cross border department and you work closely together with 5 IT Area Leads and over 40 Chapter Leads..
In Customer the main focus is on managing the customers of the Netherlands and Belgium. It consists of 3 areas:
- The IT Area KYC consists of all regulated Know Your Customer (KYC) processes and validations (e.g. FATCA, CRS, CDD), targeted on a PEGA and API landscape. This is done during onboarding of customers but also by transaction monitoring and remediation.
- The IT Area Customer Data takes care of all Customer Data management processes varying from changing your e-mail address, phone number to managing more complex mandate structures. Mainly through assisted and direct channels, using own frontend technology as Angular and Polymer connected through Tibco business services and more and more by API’s.
- IT Area OnePAM contributes to the TPA platform providing one global Master Data Management solution, for identifying, retrieving and maintaining parties, agreements and permissions. It uses IBM’s product MDM and provides API’s on top of this.
The Document management domain manages the Omnichannel Customer Communication Chain for both the Belgium as the Netherlands. The main focus of the Document Management areas are:
- Create and produce Outgoing Customer Communication via inbox in MING/Mobile, SMS, Push, email and print according to customer preferences in the global PAM
- Processing incoming Customer Communication upload via MING/Mobile, email, scanning, OCR, data-extraction, content analytics and content processing (eg robotics)
- Customer Dossier containing all outbound and inbound Customer Communication available for customers and employees, compliant and secure, synchronized with the global PAM.
Your key responsibilities
Day2day organization of the Management Team
- Develop management routines that facilitate smooth operation of the department
- Design and produce executive reports and presentations
- Ensure the developing, researching, compiling and analysing of supporting data (eg: Risk, finance, manpower plan, …)
Primary backup of IT Lead
- Represent IT lead in meetings and brief him/her afterwards
- Maintain overview on the performance of the department and initiate corrective actions when/where needed
- Coordinate special projects for the department
General performance and achieving shared KPIs
- Demonstrate commitment to meeting performance and targets, and set a positive example
- Provide effective communication at all levels utilizing a variety of methods, adapted to different audiences
- Assist in development of team members through training and coaching
We look for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
As a Business Manager you will also need:
- The ability to maintain confidentiality
- Highly motivated to succeed in a performance driven and agile environment
- Proficient multi-tasker, with the ability to manage multiple initiatives concurrently
- Strong analytical skills
- Excellent stakeholder management and networking capabilities
- Strong capabilities to build internal confidence in a situation of constant change
- Flexible, with ability to quickly adapt to changes in business direction that may impact initiatives in progress with minimal noise
- Good executive presence, with excellent written and verbal communication skills
- Excellent planning, organization and time management skills
- Executive relationship management and influence
- Ability to actively solve problems and implement solutions in a focused and positive way
- Self-starter, who accomplishes goals with broad direction
- Strong resilience to stress and constructive and collaborative mindset
- High availability
We offer you .
A clear purpose, a unique offer and a range of flexible compensation and other benefits:
- Personal growth & challenging work with endless opportunities to realise your ambitions
- An informal, dynamic environment with innovative colleagues supporting your endeavours
- A progressive and agile way of working, where new ideas are valued ahead of convention
Furthermore, within the Tech Advisory Products department, you can count on a range of opportunities to invest in your personal and professional growth with:
- Exposure to senior management and strategic topics
- Personal coaching from IT Lead
- Ideal growth track towards IT Area Lead
We redefine banking. What about you?
There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!
