Customer Journey Expert (Program Manager) - SEPA - PSS @ING Hubs RO

at  ING

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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 1700 high-performing engineers, risk, and operations professionals.
We started out in 2015 as ING’s software development hub – a distinct entity from ING Bank Romania – 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 1500 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.
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?
The Mission
ING’s Payment and Settlement Services (“PSS”) aims to further mature, develop and expand ING’s state of the art payments platforms and settlements services. The PSS focusses on delivering payments and settlement services, meeting the expectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant, and reliable. The PSS is an independent unit within ING’s CTO domain, reporting directly into ING’s Chief Technology Officer.
The PSS is responsible for providing standardized payments and settlements services to multiple ING business lines (WB, Retail, and others). There is a clear ambition to also look for external commercialization of our payment platforms.
The PSS changes the organization towards a true Services-based organization and to deliver on ambitious promises, we have organized ourselves into a strong strategic and commercially focused organization around our eight services, where our squads working on those products are enabled by clear prioritization, accountability, and capabilities. And right there, the ‘Country onboarding’ Customer Journey Expert comes in.
The PSS Product team provides the Single European Payments Area (SEPA) Credit Transfer services. This includes the existing form of payments in singles and batches and the ‘new’ Instant Payments which is a payment which is processed within 10 seconds 24x7x365.
This CJE- Country Onboarding role has responsibilities on operational level to connect the country at operational and technical level to the central services.
You will be working in the areas of Products, Operations and Technology both on PSS and Country side.
You are based in the Onboarding team of Customer Journey Experts and work day to day with your program team, for example Program Instant Payments, Program Assisted Channels, Program Germany transition etc. The onboarding CJE is the spider in the web, working with Product Lead, Service Owners, Country representatives, Squad Masters, Feature Engineers .
As a CJE ‘Country Onboarding’ you report hierarchically to the Product Lead SEPA Credit Transfer
Your day to day
There are two main sets of activities in your new role

Onboarding the service at country level

• You support the intake of countries together with the services team
• You realize country requirements together with the Feature Engineers
• You advice the Squad Masters on the roadmap for PSS and Country recipient
• You support the Program delivery manager/Country Lead with management reporting

Continuously improve our overall service

• You improve the services country ‘cook book’ to create best practice toolkit
• You advice on required changes to our service catalogue and overall PSS roadmap
• You support Product Lead and Program delivery manager in management reporting

What you’ll bring to the team

As a ‘Country Onboarding’ – Customer Journey Expert, you have:

• Experience with program/ project management, preferably in Payments
• Experience with product- and service management and processes
• Experience with working with near/offshore teams is an advantage
• Strong analytical skills and an eye for detail, naturally collaborative person and eager to propose creative solutions to problems
• Bachelor / Master’s degree
• An excellent level of English

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Please refer the Job description for details