Lead Operational Work Flow Management | Tribe KYC Services & Operations | Amsterdam/Leeuwarden

Are you result driven, decisive and a forecast guru all in one? Are you someone who can’t get enough of improving customer experience? This might be the position for you.

Working environment

Our customers will always want their experience with ING to be faster, safer and easier. In KYC it is all about ensuring that we are a compliant and safe bank in the most effective and efficient way, allowing for a predictive, replicable service against the highest customer satisfaction.

In the role of WFM Lead, you will become part of the department ‘KYC Services and Operations’ for the Netherlands, reporting to the Tribe Lead KYC Services & Operations. You are working closely with the Super Circle leads from the Operations teams in NL and central service location (Hubs) as well as the support functions responsible for process, solutions and risk.

You will need to organize a team responsible for forecasting, planning of volumes and capacity modelling including distribution of files for processing across different locations, teams and analysts, covering the full customer (KYC) lifecycle from: onboarding, periodic- and event driven reviews and If nothing else, then offboarding of the client. This at the highest quality, efficiency and customer satisfaction.

Your (possibly partially virtual) team will consist of strategic forecasters, release managers (work basket traffickers) and supported by data analysts, -scientists, customer journey experts who give you support in the above activities and engage with the right stakeholders for input including operations and front office. This team does not yet exist today and your task is to create it.

Your key responsibilities  
As WFM Lead, you are -together with your team- responsible for developing and maintaining a data driven -strategic and operational- forecast/capacity model covering operational units for CDD (Customer Due Diligence) work across NL and the Hubs.

The model, created by you and your team, is used as a foundation for the E2E flow of work, allocation of work, capacity required and financial planning. The model and data also helps to, prepare decision making with regard to prioritization.

You will work closely with the Super Circle Leads in NL,-Hubs, the Tribe KYC as and third party suppliers to ensure accuracy of input and output into the forecast/capacity model.

Your responsibility is to align the way of working with the global standards of KYC CDD Retail Services (you have a functional line to Global CDD Ops Lead for Retail). In doing so, you also provide input to CDD Ops Lead for Retail on how to make it better every day.

Your responsibilities include running the distribution management model of work (files) for manual processing to different operations units based on the parameters like: touchtimes, inflow, people’s skills, available FTE.

It is therefore important that you have excellent stakeholder management skills and essential here is that you can make complexity simple for stakeholders.

You will support and advise the Operations Super Circle leads about the performance of day-to-day activities.   

How to succeed

• Result oriented, data driven and decisive: you don’t wait and see but make sure things are arranged. You are able to prioritize, improve and decide on the basis of facts, data and figures. Your strength lies in making sharp analyses and fast(er) decisions;

• You are brilliant in developing models for, amongst others, an optimal division of work, quality and productivity and explain the working and implications to a broad audience;

• As you work closely with senior stakeholders you are well versed in stakeholder management and organizational sensitivity. Essential here is that you make complexity simple for stakeholders

• You have affinity with IT – you know what is happening in your environment and you are able to link subjects together;

• Creative, entrepreneurial and persistent when necessary: you are able to find alternative routes, you know how to bend impediments into possibilities, you are courageous and are willing to take risks to implement out of the box solutions. You are not afraid to fail and support your creative out of the box ideas. You use data to enthuse stakeholders for your ideas;

• Willing to challenge and help to improve other departments, Operations, Solutions and Hubs with your knowledge and skills;

• Of course you put the customer first in everything you do.

What do we ask from you?

• Over 10 years of experience in a complex operational environment such as: KYC, Mortgages or other overnight file handling departments, handled by various processing units in different countries and cultures;

• Strong analytical skills and numerical understanding, result driven with an eye for improvement potential;

• Preferably you have experience with division of work, forecast, planning models and big/small data in overnight file handling environment;

• Experience with tools and techniques for data analysis, forecasting and planning (SQL, SAS, Cognos, Python, Think-cell and Excel up to the level of VBA);

• Open for and able to initiate and execute change with your team;

• Knowledge of KYC domain is a plus but not a pre-requisite;

• Excellent level of both Dutch and English, speaking and writing;

• You are in possession of a Masters degree, preferably in the direction of business administration, econometrics or operational research;

What we offer

• The chance to make your “footprint” on how ING KYC will soon work globally with regard to forecasting, planning and work distribution;

• Opportunity to participate in and lead cross-departmental strategic projects, digital transformation, and large scale program management;

• Exposure to senior management and strategic topics;

• A dynamic working environment where you can make immediate impact for our customers;

• Location Amsterdam/Leeuwarden;

• A 36-40 hour workweek.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life and reward our people with a generous benefits offer and employment conditions.