Operations Improvement Champion in Challengers & Growth (C&G) markets
ING Direct
Noord Holland, NL
53 dagen geleden

an Operations Improvement Champion in Challengers & Growth (C&G) markets

ING who?

ING, recently voted best global bank, is on an exciting journey to transform itself into a next generation digital bank, offering an integrated digital platform where customers can find solutions for all their finance-related needs.

What is Challengers & Growth?

ING’s C&G business line is one of three core markets, serving circa 25 million customers in 10+ countries outside the Benelux and representing approximately half of ING's assets and profits.

Our countries range from Europe to Asia and Australia, covering Retail and Wholesale customers and SMEs.

Where does the role fit?

The role we are offering is part of the recently created central C&G COO team. The C&G COO is located in Amsterdam and responsible for design and execution of ING’s transformation strategy in all C&G markets, and for coordinating local COOs and combined 6000+ Operations staff in C&G countries.

Our main focus is on continuously optimising operational performance and common capabilities to achieve true operational excellence globally, working with stakeholders from across ING.

What would you be responsible for?

The role of the Ops Improvement Champion is critical to measure, understand, and report Operations performance, and to identify and drive improvement opportunities jointly with the country teams.

Some key tasks include :

  • Provide high quality operations performance measurement and reporting across C&G countries
  • Manage quarterly performance review process
  • Create and deliver presentations and updates to senior management
  • Continuously improve efficiency and effectiveness of performance and quality management systems
  • Analyse cross-country operations performance and benchmarks to identify opportunities for continuous improvement
  • Work closely with country and global Operations and business teams to develop improvement projects to enhance effectiveness of country operations
  • Support preparation of business cases for operational improvements and financial planning
  • Act as a champion for innovation and continuous improvement, supporting the country teams - from design to business case to implementation
  • Lead cross-country improvement projects
  • Facilitate lessons learned and systematically facilitate x-country collaboration and acceleration
  • What type of person are we looking for?

    Our COO team is all about excellence : we are international, fast-paced, truly passionate about transformation and we love what we do.

    Oh yes, and we do wear jeans! We are looking for people to join us who can make change happen : with strong strategic and conceptual thinking and exceptional analytical skills, outstanding leadership and stakeholder management skills (to engage and influence at all levels), and an ability to deliver high quality outcomes under pressure.

    In addition, we need people who are highly motivated, with a great sense of humour, and who are able to work in highly complex and international environments.

    What expertise do we need?

    We are looking for people who understand Operations and have delivered significant improvement in a complex international environment :

  • Understanding of operations processes and analytics : identifying / implementing Key Performance Indicators and balanced scorecards to improve performance
  • Minimum of 10 years track record in business / operational improvement, ideally in the Financial Services sector
  • Understanding of Lean / Process Improvement - process design & process improvement
  • Knowledge of operational cost reduction - application of tools and techniques for consistent / emotion-free analysis of cost reduction targets e.
  • g. zero based budgeting

  • Proven ability to manage stakeholder relationships in complex, international matrix organization. Virtual team management experience with the ability to manage and motive virtual or matrix project teams
  • Strong customer focus and knowledge of business functions and their associated roles / responsibilities, including how functions interface as part of overall organisation
  • Previous experience of working in a consulting environment is a plus
  • MBA or equivalent is a plus
  • Excellent written & spoken English essential. Multiple languages preferred.
  • What’s in it for you?

    ING is one of the most innovative and exciting banks in the world and there are lots of opportunities to learn and grow.

    Moreover, working in the C&G COO team will give you a unique vantage point to understand how ING works globally and locally and to have a true impact on its transformation journey!

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