Senior Payments Customer Journey Expert

at  ING

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 ‘Senior Payments 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- Payments Expert has responsibilities on tactical and operational level to deliver a compliant and state of the art service towards service recipients, the ING Retail and Wholesale bank countries.
In addition, the CJE Payment Expert translates business/technology and regulatory trends to advice on short- and long-term deliverables on our SEPA CT service roadmap in alignment with other services in PSS.
The SEPA Credit Transfer team consists of 25 FTE, split in services run, change and onboarding. As senior expert you will be a spider in the web working with Product Area Lead SEPA, Product Lead SCT, Country representatives, Squad Masters and various Head Office teams like 1e Line Risk, Compliance, Intragroup sourcing, service/performance management and data analytics, Legal and Finance.
As a Senior Payments Customer Expert you report hierarchically to the Product Lead SEPA Credit Transfer.

PROVEN TRACK RECORD AND SKILLS

As a ‘Senior Payments’ – Customer Journey Expert, you have:

• Experience with Payments (preferably SEPA Credit Transfer)
• Experience with Finance processes
• Experience to explain complex issues in an easy way and get people on board
• Experience with working with near/offshore teams is an advantage
• Strong analytical skills and an eye for detail
• Bachelor / Master’s degree
• An excellent level of English

ABOUT US

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

There are three main sets of activities in your new role

Solve complex ‘puzzles’

• Intake of a new service (run or program) requests
• Analysis and solving critical Payment incidents
• Analysis with squads potential new (sub) services

Deliver the service at country level

• You support the country service intake process
• You monitor the performance, process control standards and incidents
• You create service reports to ING Countries / ‘service recipients’

Continuously monitor and improve the overall service

• You advice on required changes to our services and roadmaps
• You realize risk assessment process for service improvements
• You support improvement of internal- and external supplier management
• You support Product Area Lead and Product Lead with management reporting