Service Owner - Customer Journey Expert Order Management @ING Hubs Romania

București
Permanent
Full-time

Acum 1 lună

Discover ING Hubs RomaniaING 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 2000 high-performing engineers, risk, and operations professionals.We started out in 2015 as ING’s software development hub, 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 1800 colleagues active in Data and Analytics Tech, Tech Foundation and Channels, Retail Core Banking and Architecture, and Global Products and Technology Services.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 MissionThe PSS Product team delivers according to the ambitions of the Payment & Settlement Services (PSS) related to payment products as International Payments (TIP), Domestic Payments, Single European Payments Area (SEPA) payment services as well as Booking and Settlement products for Internal Business Lines in ING.The Service Owner role has responsibilities on tactical and operational level such as managing allocated budget, operational service execution, incident management, alignment with other services in PSS, presenting our services towards internal parties and delivering a compliant and state of the art service towards service recipients. You will be working in the areas of finance, risk, intragroup sourcing, service/performance management and data analytics.You are based in the Ordermanagement Business Squad consisting of a team of Customer Journey Experts working on Change & Run activities impacting the services and applications in the Ordermanagement Area.The Service Owner role as part of the Business squad is the spider in the web, working with Product Area Lead, Product Lead, Country representatives, Squad Masters and various Head Office teams like 1st Line Risk, Compliance, Legal, Finance and Service Management.Your day to day

Deliver the service acoording to service levels

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 realize the business case and keep track of the defined benefits

You realize the risk assessment process for service improvements

You support the improvement of internal- and external supplier management

You support Product Area Lead and Product Lead with management reporting

You are in control of charging the recipient (cost allocation key of the service)

You manage and answer recipient question(s) on the service

What you’ll bring to the teamWe hire ambitious and service delivery focussed people like you for your potential. Our biggest expectation is that you’ll stay curious, eager to learn and have a hands-on mentality to stay in control of the services. In return, we back you to develop into an even more awesome version of yourself.We are looking for a service owner who takes things on and makes it happen, is passionate about helping others to be successful; and has a knack for always being a step ahead.

You are a naturally collaborative person who listens and invests in others to achieve common goals.

You love to challenge the status quo and are eager to propose creative solutions to problems.

You have a customer focus, where you build strong customer relationships and deliver customer-centric services.

Proven track record and skillsAs a ‘Service Owner’ – Customer Journey Expert, you have:

Experience to explain complex issues in an easy way and getting people on board

Experience with product- and service management and processes

Experience with working with near/offshore teams is an advantage

Experience with working on payments on is an advantage

Strong analytical skills and an eye for detail

Bachelor / Master’s degree

An excellent level of English

If you want to deep dive into the processing of personal data conducted by ING Hubs Romania during the recruitment process and your rights related to it, read the privacy notices on our (make sure to scroll until you reach the Data Protection section/ Candidates tab)

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