Your Working Environment
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 Platform is supported.
This Platform consists of processes, enhanced controls, shared solutions and optimised operations processing across all of the business lines. The Platform 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 function
The Global KYC Delivery Tribe is looking for an enthusiastic IT Service Manager to mentor and supervise the squads within the delivery tribe for all ITIL related processes. A Team-player that is technically passionate, proud of his craft, solution-focussed and broadly developed. Our IT Service Manager has a positive can-do mind-set and lives the Orange Code Behaviour
The IT Service Manager supports the service manager and service owners in making sure that the agreed service levels are complied to by the Squads, together with the Feature Engineers, the Business Analysts, Product owners and process owners.
You will fulfil the position of IT Service Manager within the Delivery Tribe of the Global KYC Digital Service Platform. Within the Tribe we have four focus area’s which together we call the Digital Service Platform:
- Post Transaction Monitoring by which we work to achieve an efficient and effective transaction monitoring process. In doing so, minimise exposure to FEC Risks, Threats and Typologies;
- Screening by which we screen transactions for suspicious behaviour prior to executing them, screens the identity of the customer, its UBO(s), main principals, principals and other associated parties against screening lists, as well as screen for unfavourable information across news sources and media;
- Customer due diligence for where we screen and manage the risk profile of ING’s private individual and business customers;
- Adverse Analytics and Artificial Intelligence where we apply the latest advanced analytics techniques and contribute to achieve a robust KYC environment.
Your key responsibilities:
- You will support with defining and detailing features to the desired level of detail with focus on non-functional requirements.
- Provide / create monthly service level management reports per service.
- Make sure in control statements are in place and in alignment with the BIA scores.
- Responsible that all Global KYC applications are
- You will ensure alignment of new needs, existing service levels and non-functional requirements on behalf of the IT Custodian as input for application and infrastructure design
- You will keep the Service Catalogue(s) in line and up to date with the requirements of the Service Owners & Asset Owners
- You will monitor contracts/agreements with internal and external suppliers for service delivery (run) work through Review meetings, preferably joined by an
- Provide User Stories for improvements to the Product Owner or raises impediments, in case of (anticipated) non-compliancy to the MSA’s or SoS, as reported by the Squads during the Review meetings
- Provide feedback on process adherence and process performance to the Process Owners (DPOs)
- Managing the customer relationship by establishing a trusted advisor relationship that works to ensure the end users overall satisfaction with our services
- Co-create a culture where the customer experience is an organization-wide responsibility.
- Establish customer feedback loops to identify any problems with the way in which customers use the services or any improvements that could be made.
Proven track record and technical skills:
- Education at Bachelor/Master level with a strong background in IT.
- Relevant Service Management/IT experience: 3 years
- Medior knowledge on IT Risk an IT Security knowledge and expertise
- Relevant domain experience: KYC process knowledge is a pre.
- Professional expertise / market focus: A Service manager has in depth knowledge on specific areas. You have the necessary technical skills to perform the job. You take steps to stay informed of new trends and developments and take this into account in your decision making. You are recognized as an authority in your specialty.
- As a Service Manager, you are able to make good analyses. Hence Problem analyses and judgment is an essential competence in this profile. You act as an expert to the client in the analyses of requirements. You are familiar to potential problems related to the IT solutions to be implemented and anticipate on those problems.
- Customer focus and customer interest paramount: A good Service Manager knows the customer’s business and puts forward proposals that reflect the customers interests. The solutions you propose are aligned with the team and client. You are able to meet the customer’s business requirements. To advise the customer on the suitable technical solutions, it is important to understand the customer’s needs and wishes.
- Performance Motivation: a Service Manager tries to continuously improve the performance of the IT service provided. A continuous focus on improving personal performance and that of his or her team. Strives to achieve high work standards - is not satisfied with average levels of performance.
- Teamwork is one of the core competencies of the Service Manager. It is important that you work well with people and share information that is important for others. You are open to the input of others and you are prepared to learn from them. You place the importance of common goal above personal goals.
- Persuasiveness: A successful Service Manager is persuasive. You can tune in to the interests or level of discussion of your partner. You are able to use arguments that appeal to the discussion partner; you present your arguments in measured doses at crucial moments. At the higher job levels you must influence higher management and different stakeholders.
- Have a proven track record of services or products that have been implemented in the real world
- You contribute to the ING One Agile Way of Working and safeguard the Orange Code;
Is this position what you are looking for in a new role? And is your experience a good match with the requirements? If yes, please apply directly via following link.
For more information, please contact Alicja Gador ()
