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Process Lead – Client Activity Monitoring

ING Business Shared Services

Information about the position

  • Place of work: Bratislava
  • Basic wage component (gross) and other rewards: 2 965 EUR/month*By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.
  • Start date: ASAP
  • Contract type: full-time, part-time

Job description, responsibilities and duties

Do you want to be part of our “Financial Crime Fighters” team preventing that ING does business with the next Al Capone?

You will play an essential role in ensuring the good reputation of ING working closely with post-transaction monitoring teams that track money flows by monitoring client activity and controlling patterns in customer behavior. Client Activity Monitoring acts as the 1st line of defense, helping the bank prevent existing customers from using our banking services for unethical purposes, such as money laundering and terrorist financing.

Role purpose

Process Leads are part of Global Functional Leadership that oversees processes being carried out in IBSS location. Process leads ensures that the processes support the bank policies and strategy, and are executed in an optimal way that brings efficiency and quality gains to clients and the business.
The Process Lead plays a vital role when new or changing business needs, requirements or improvements affect the delivery of post-transactions monitoring processes within BAU activities and while onboarding new processes.

Job Description

As a Process Lead:
- You will support IBSS locations in Bratislava and Manilla and Centre of Excellence located in Amsterdam.
- You support the internal and external stakeholders in the creation of vision, strategy and roadmap of to develop and improve the global processes.
- You have knowledge of the processes in your scope and you are the person to go to when decisions are required on exceptional cases. You will lead initiatives identifying and implementing process improvements.
- You are able to implement change and will steer further development of the processes by providing your input in Change/BaU activities.
- You are responsible for compliancy to internal and external regulation or policies at IBSS locations while also focusing on handling time (operational costs) and the agreement of our services with our (business) clients.

Main roles and responsibilities:

As a Process Lead:
- You will provide support to multiple services/processes by taking on and being responsible for associated organizational/process management related or operational tasks.
- You are the SPOCs between Global Process Leads/Stakeholders and IBSS locations for issues and escalations and are SPOCs for IT and process changes, UATs and audits.
- You manage stakeholders and collect & address stakeholder feedback periodically (continuous service improvement).
- You are responsible for Quality Assurance (e.g. Work Place Instructions approval) and sign-off / accept process changes, including leading quality checks, and ensuring processes are properly documented in WPIs. You will review and approve WPIs.
- Where a Change Request is raised, the local process lead reviews, validates and approves process changes. Local Process Leads participate in process review board meetings and service calls.
- You take on the role of Process Specialist (process execution) when needed and/or work closely with SMEs and process experts.
- You sustain relevant knowledge level for stream members in the execution locations (e.g. new regulations) and proactively keep knowledge up to date on regulations related to processes,
- You review the performance statistics (E.G. or other tools) and advice management on capacity requirements and hiring during the onboarding of new processes.

When accepting changes or new processes

- You are setting clear priorities together with the TM & PTM / CAM leadership team & stakeholders
- You estimate BAU impact in terms of capacity and knowledge and share this with the stakeholders who is guiding the change
- You review and sign off on relevant documentation like Workplace Instructions (WPI’s), technical requirements etc.
- You pro-actively involve all stakeholders (both PTM and non-PTM) that are required for the implementation of changes or new processes

We are looking for:

An inspiring, energetic and approachable process manager, displaying the following behaviours:
- Proactive, can-do, on top of your process (no surprises), positive mind-set, team player;
- Ability to inspire, encourage and lead the PTM team and leadership team from problem-focused to solution-focused approach, from reactive to proactive way of working.
- Strong communication and influencing skills; practical experience with stakeholder management;
- The ability to facilitate decision-making to drive complex design issues to a conclusion;
- Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organisation with multiple functional and hierarchical lines, dealing with multiple (sometimes conflicting) interests;
- The ability to display flexibility to stakeholders, teams and adapt the plan, approach and behaviour to different needs, cultures and situations;
- A strong resilience; the ability to navigate through ambiguity and simplify complexity without losing essence.

Competencies and experience

- 6-8 Years working experience in the financial sector, preferably in a back office including post-transaction activity monitoring and process execution, migrations, and change management,
- Fluent in English (speaking and writing) and experienced in working in an international environment,
- Experienced in process management and working with outsourcing locations / delivery centres,
- Skilled in Online Conferencing, Excel and PowerPoint and able to present your work and ideas structured and clear

What’s in it for you?

This role is for you if you want to make a meaningful impact. At ING our purpose is to empower people to stay a step ahead in life and in business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.
ING is changing what banking can be.

We offer you an interesting role with great responsibility, working in an international financial company with the team passionate about their work and an exposure to a variety of stakeholders working across the world.

For you that means plenty of opportunities for personal growth in a continuously evolving environment. In return we ask for your long-term commitment and involvement. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Employee perks, benefits

Financial contributions:
• Life events (marriage/partnership, child birth/adoption, work anniversary)
• 3rd pillar retirement saving
• Life insurance
• Salary compensation during illness leave (PN)

Some others:
• Cafeteria benefits
• Trainings and language courses
• Extra holiday days
• Fresh fruit at the workplace
• Company events, teambuildings
• Referral bonus, etc.

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Advanced (C1)

Number of years of experience



Brief description of the company

ING is a global financial institution of Dutch origin offering banking and asset management to over 60 million private, corporate and institutional clients over 50 countries. With a diverse workforce of over 50,000 people, ING comprises a broad spectrum of prominent companies that increasingly serve their clients under the ING brand.

Number of employees

500-999 employees

Company address

ING Business Shared Services B.V.
Plynárenská 7/B
821 09 Bratislava