Job Description – Process Expert (Global HR)

Do you get excited about leading process improvement initiatives that deliver measurable outcomes? Are you passionate about applying deep process management expertise to help ING drive its strategic ambitions? Do you enjoy coaching others and building organizational process capabilities? Then read on!

Organizational Context:

With its “Making the Difference” strategy, ING addresses transformational forces shaping the banking industry — including shifting customer expectations, FinTech disruption, regulatory pressures, and the push toward digitalization.

Our goal is to become the next-generation digital bank: one that delivers a clear, convenient, and consistent customer experience across borders.

The Process Management team, part of the Change & Transformation Experts, plays a vital role in making this strategy a reality.

What the Process Management Team Does:

The Process team creates business value by enabling easy, uniform, and digital processes. This is achieved through:

Establishing and maintaining global standards and best practicesDesigning and executing end-to-end process improvementsBuilding process craftsmanship and core competencies within ING Hubs Philippines

We are a diverse, collaborative, and high-performing team that is passionate about impact, learning, and having fun at work.

Your Role

Core Responsibility – Executing and Implementing Projects

You will lead and coordinate cross-functional process improvement initiatives that span across ING countries, domains, and business functions. As a Process Expert, you are responsible for:

Managing project delivery, ensuring timelines, scope, and value deliveryCoaching team members, especially junior experts, to build capabilities and deliver resultsEngaging stakeholders at all levels, from front-line operations to senior leadershipIdentifying process improvement opportunities, supported by analytics and insightsCollaborating with subject matter experts across COO domains (e.g., sourcing, analytics, business controls, risk)

Setting Global Standards & Design

You will actively co-create and institutionalize global process standards. This includes:

Collaborating with Expert Leads and Process Experts across INGStandardizing conventions, definitions, KPIs, metrics, and best practices in:Process digitalizationOperational and performance managementProcess ownership and leadership

Increasing Process Craftsmanship

You will contribute to raising the process maturity and capabilities across ING by:

Delivering training sessions through the Process Management Academy in a per request basisProviding coaching in LEAN, Six Sigma, and Continuous ImprovementSupporting business lines and teams to embed continuous improvement into daily operations and performance management

Skills Needed:

We’re looking for a results-driven, analytical, and people-oriented professional with a well-rounded skill set. You must demonstrate the following technical, leadership, and interpersonal competencies:

Analytical & Problem-Solving SkillsAdvanced process analysis and mapping skills (e.g., SIPOC, VSM)Ability to quickly identify root causes using data-driven tools (e.g., 5 Whys, Fishbone)Competent in data interpretation, using Excel, Power BI, or similar tools to support evidence-based decisionsStrong ability to translate insights into actionable improvements

Project & Change Management SkillsStrong ability to manage multiple projects simultaneously, with structured planning and milestone trackingExperienced in leading cross-functional and cross-country initiatives in matrix organizationsSkilled in driving change, securing buy-in, and overcoming resistanceSolid grasp of Lean Six Sigma, process governance, and continuous improvement models

Coaching & Capability BuildingDemonstrated experience in mentoring and developing junior process professionalsAbility to explain complex process concepts in a simple and structured manner

Collaboration & CommunicationExceptional written and verbalcommunication skillsAbility to engage, influence, and build trust with senior leaders, process owners, and front-line teamsStrong stakeholder management, especially across diverse cultural and functional settingsComfortable in presenting to executives and facilitating working sessions at all levels

Leadership BehaviorsHigh degree of initiative, ownership, and self-directionPositive “can-do” attitude — always solution-focusedTenacious, impact-driven, and able to deliver under pressureConfident in constructively challenging the status quo

Background and Working Experience:

Education: Master’s degree in Business Administration, Industrial Engineering, Management, or related fieldsExperience:3–10 years of relevant experience in:Process design and improvement (LEAN, Six Sigma, BPM)Working with global process frameworks and standardsManaging cross-functional projects in large organizations1–3 years experience in coaching and capability-buildingPreferred certifications: LEAN Six Sigma Green Belt or Black BeltAgile or Scrum certifications are a plus