Job Description, Responsibilities & Requirements
About the Position
Customer Journey Expert_Global Client Offboarding
We are seeking a Customer Journey Expert for Global Client Offboarding to lead and optimize the end-to-end offboarding process across Wholesale Banking.
Responsibilities
- Own and drive the design, performance, and continuous improvement of the global end-to-end process, aligned with customer, business, and regulatory requirements;
- Steer process performance through data-driven insights and KPI governance;
- Accelerate and deliver process improvements across the full value chain;
- Lead stakeholder alignment in performance reviews, prioritisation, and implementation of improvements;
- Responsible for the development and improvement of the process/WPIs and procedures;
- Drive automation and standardisation, including process orchestration (e.g. PEGA);
- Provide data-driven support to the Offboarding management team.
Requirements
- Strong process management leader with experience in digital delivery and driving global process transformation;
- Proven track record in leading and implementing large-scale change and improving end-to-end processes;
- Strong ability to balance regulatory, operational, and client experience requirements;
- Self-starter and team player, able to take ownership and empower others to deliver;
- Experience in compliance and regulatory domains, with the ability to drive change in a complex stakeholder environment;
- International experience in complex organisations, with a strong understanding of ING’s processes, risks, and controls;
- Strong analytical, influencing, and learning capabilities;
- Resilient and confident, able to perform effectively under pressure and adapt to change;
- Strong stakeholder management skills, with the ability to drive alignment and secure buy-in across WB functions;
- Trusted sparring partner who communicates openly, provides, and acts on constructive feedback;
- Proven ability to influence senior stakeholders without direct authority;
- Education: Bachelor’s degree or Master’s degree.
We Offer
- Opportunity to work in a dynamic and innovative environment;
- Be part of a global team that values diversity and inclusion;
- Competitive compensation and benefits package.
About the Company
Discover ING Hubs Romania
ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of over 2000 high-performing engineers, risk, and operations professionals.
We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and operate from two locations: Bucharest and Cluj-Napoca.
Our tech capabilities remain the core of our business, with more than 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services.
We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.
For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?