Process Management Specialist (Maggie) (E)

 Your role and work environment:

ING’s ambition is to be the number one digital banking brand in Europe, offering customers everywhere the same empowering, personalized and differentiating experience where the design of the processes plays a key role in insuring completeness traceability of the developments, enable process improvement/ efficiency gains, identify digitalization and robotics opportunities, provide scientific measurement of the customer journeys in an end to end manner. 

Entrusted to define the needed capabilities to deliver the services coming from the retail value proposition and products features, to match those with the functions offered by the technical platform and recommend how to deal with the emerging gaps.

You are responsible to define and maintain processes infrastructure, contributing to the globalization of retail banking services, to a standardized customer approach and excellent customer services.  You will support the process definition and analyze organizational impact.

Your key responsabilities:

As a Process Management Specialist in Maggie:

• You work together with the Customer Journey Experts in the Tribes towards process standardization, modeling processes in order to deliver a common banking platform.

• Design processes following the GPM methodology and using the ARIS Connect as support tooling

• Define processes needed to deliver the services according with business objective, customer experience and risk appetite, document them in ARIS connect.

• Further you ensure the standards are met by the CJE in our Global tooling, by facilitating them with your expertise and training them with the goal to become a self-sustaining delivery organization while also meeting process and tooling standards, whilst delivering a common digital platform.

• Identify process improvement opportunities as well as digitalization and robotics solutions

• Advise Tribe Leads in process selection.

• Track process dependencies and ensure they are solved

• Assure functional coordination of the Process Analysts to achieve Maggie’s Milestones.  Train Process Analyst from Maggie´s countries

• Design and produce process performance reports to ensure End to End process coverage and delivery

• Design and produce Maggie process reports for different stakeholders

• Apply Process Simulation techniques and analysis aiming at defining process key performance indicators and capacity planning

We are looking for:

A leader of our Orange Code culture displaying the following behaviours:

• You take it on make it happen, taking responsibility and to steer for impact. You work based on facts and data, yet not afraid to take decision based on incomplete information and challenge when needed.

• You help others to be successful, empowering teams to act autonomously, think out of the box and hold them accountable.

• You always step ahead, thinking strategically and adapting quickly to changes.  You also learn form your mistakes by being open about them.

Capabilities required

• Strong communication and interpersonal skills

• Ability to work in a diverse and multi-cultural environment

• Analytical thinking, passion for accuracy, clarity and structure

• Able to design and structure process models

• Able to coach and train organization towards process mindset

• Strong attention to the process design and optimization

• Sensitivity to process risks and controls

• Flexible and enthusiast

Knowledge and experience

• University degree in Economics/ Engineering

• 4 years in Process Management or Creation and Management of Data Bases or Creation of Predictive Models

• Proven experience in Excel and Power Point

• Experience in Dashboarding and Reporting

• Experience in Management of Data Bases and Creation of Predictive Models

• Experience in a tech environment, either as a contributor, engineer or significant exposure, so you can have the right conversations with squads and be able to challenge them in a constructive way

• Prior experience with Agile WoW organization and standards are strongly preferred

• Assertive, determined, yet polite and professional. Able to remain calm and “hold the ground” in difficult conversations

• Attention to detail whilst still having the larger picture in contexts

• Able to interact with a range of stakeholders and to translate requirements in a way they can understand them

• Programming Python, or other programming language is a plus

• Experience / knowledge Retail Banking Operations is a plus

• Lean/Six Sigma certification is a plus

• Project management experience is a plus

• Excellent command of English language, both written and spoken