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.
You will be a Customer Journey Expert within a Squad. The Customer Journey Expert plays an important role in the Squad on the cooperation between the business and IT part of the Squad.
The Squads are organised around four focus areas which together we call the Digital Service Platform :
Post Transaction Monitoring (PTM) 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.
We are looking for a CJE for bank wide Post Transaction Monitoring.
As a CJE you take an active role in defining the Epics and Features and in the refinement of the user stories. You support the Product Owner (PO), the Business Analyst (BA) and the Squad with your KYC, general Banking, business and system architecture knowledge.
You refine the roadmap and guarantee that the business requirements and non-functional requirements are translated to the IT Solution requirements, architecture and design.
You are familiar with the relationship between these aspects, with a view to achieving an optimal customer experience while building a KYC compliant solution.
Particularly for KYC, we are looking for Customer Journey Experts with a track record in successfully transforming complex requests into simple and concise demands.
Moreover, we look for CJE’s that are able to work within a multidisciplinary team in a fast-moving, challenging environment.
Experience in the customer journeys of related KYC capabilities within Post Transaction Monitoring (PTM). Process and IT solution implementation is a must.
For that reason, we are looking for an experienced CJE with extensive KYC experience and knowledge about the products.
As a Customer Journey Expert (CJE) :
Periodically verify the effectiveness of required PTM Monitoring activities (follow-up of alerts, etc.) and ensure timely and complete global sign-
off of the TM controls;
Pro-actively support the business in implementing effective PTM. You will work with senior management, global / local experts and value chain owners to design and implement solutions to increase the effectiveness and efficiency;
Ensure MI is collected and available to steer the process;
You define the Epics and Features and refine the stories for the Squad that are aligned with the owner’s objectives of the product and process, You define and refine the backlog to support the PO of the squad, building focused simple solutions for complex problems;
You refine the stories so that they are written in a straightforward and executional way to optimize velocity in the teams;
You analyse business and functional requirements for the development of products and services in the KYC scope and play a supporting role in the Quarterly Business Review (QBR);
You are able to simplify solutions and processes and tell the story clearly to various international stakeholders;
You drive the discussion and actively participate in the design of the practical end state of bank wide PTM, back testing and look back (solutions, data, architecture, roadmap) continuously improving and extending the design of the transaction monitoring model and aligning it with and communicating it to all stakeholders (including product owners, IT, compliance, architecture, and the overall Digital KYC model)
You create and maintain the process flow of the end-to-end chain of applications, together with the Squad;
You play an active role in defining and implementing the incident and problem process, together with the Squad;
You ensure that the end-consumer’s experience as well as compliance is recognized by the Squads;
You perform data analytics activities to support the operation of the end-to-end PTM process.
You work on setting / recalibration of appropriate payment alert triggers / thresholds and testing against expected outcomes.
You work with colleagues from the Global KYC Centre of Expertise to ensure all solutions and processes are compliant and fit-
for-purpose and build the bridge between business and IT;
You contribute to the ING One Agile Way of Working and safeguard the Orange Code;
You ensure compliance with ING’s policies and standards;
You stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters, FO organisations, Local KYC activities and Service organisations;
You give and ask for constructive feedback.
We are looking for :
An inspiring, energetic & approachable Customer Journey Expert (CJE) , displaying the following behaviours :
A proactive, can-do, no surprises and positive mind-set;
Strong analytical skills;
Experience in the area(s) of multidisciplinary complex deliveries with a track record of fast learning, preferably in the area of KYC, Client On boarding, Client Maintenance, AML or Compliance;
Experience and affinity with working together in IT and solution-build driven teams
Experience with the transaction monitoring topic and the related challenges financial institutions face
Experience with streamlining processes and is familiar with the Lean Sigma methodology;
The ability to facilitate decision-making to drive complex design issues to a conclusion;
Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organisation with multiple functional lines and one hierarchical line and deal with multiple (sometimes conflicting) interests;
Strong focus on understanding the business requirements and supportive facts and data to build the target operating model design in line with INGs ambitions;
Agility to adjust the approach if required;
The ability to work successfully in multiple countries and make sure these different cultures will work together as one team;
taking into account different habits, beliefs, languages and time-zones, etc.;
Thorough knowledge of Architecture and IT in general, and specifically in relation to transaction Monitoring (Ideally you are a T or Pi (Π ) shaped professional)
The ability to display style flexibility to teams and adapt plan, approach and behaviour to the different needs, cultures and situations;
Strong resilience; ability to navigate through ambiguity and simplify complexity without losing essence.
Proven track record and technical skills :
Academic degree, preferably in the possession of a certification in FEC or AML;
Have (international) experience in complex organisations and a bird’s eye view and knowledge of Banking business processes and products, risks and associated controls;
Minimal 8 years of working experience;
A personality and the capabilities to optimally function within an Agile environment;
Natural analyst and voice of reason;
Strong analytical skills;
Experience / affinity with innovation KYC and IT;
Experience in guiding and realising change;
Strong communicative, networking and influencing skills;
Proven experience in large consultancy initiatives with high impact;
Fluent in English speaking and writing.