STA Workload Trafficer Client Services (CS) Area KYC Operations

STA Workload Trafficker Client Services (CS) Area KYC Operations & Retail Amsterdam/Leeuwarden

Are you result-oriented, decisive, and not afraid to address colleagues? Do you thrive on improving the customer experience? Then this position is perfect for you.

Your domain at ING is the KYC (Know Your Customer Center) within the COO domain. KYC plays a crucial role in the implementation of the FEC/CDD policy within ING Domestic Bank Nederland. FEC/CDD stands for Financial Economic Crime/Customer Due Diligence. The aim is to prevent Financial-Economic Crime from entering the financial system and damaging the integrity of and trust in this system.

What are you going to do?

In this role, you are responsible for initiating, directing, and managing the workload on a day-to-day basis so that within KYC, including HUBS, the correct files are handled just in time and with the required quality. Daily, you manage the PEGA workbaskets to see if, for example, EDR’s are overdue and if the right people are working on them, all based on data. You do this together with the Planner, Leads, and data analysts in both the Netherlands and Manila. You have the mandate to act when you see it is necessary. You also challenge the super circle leads, Area Lead, and the Tribe. An important part is coordinating the timely sending and uploading of worklists/ensuring that necessary analyses are performed to match worklists with PEGA cases so that we are always working on the right tasks. Additionally, you are responsible for ensuring that various external vendors (Yource/Webhelp/Accenture) deliver what we have agreed upon.

The team

Area KYC Operations

In the Netherlands KYC Operations consists of 3 Super Circles. We have the Super Circles Business Banking, Private Individuals and Specials. Besides the Super Circles in NL we also work with our Hubs in Poland and Manila. In total over 1.500 colleagues. Besides our Super Circles we have several staff department to support KYC Operations, this vacancy is in the ‘Work Force Management Team’

What is the Work Force Management Team?

You are part of the ‘Work Force Management Team’. This team consists currently of 4 colleagues. Workflow Management guarantees an essential contribution in service delivery by use of the right numbers of team members per global segment and journey, with the right skill set, in the right location, at the right time, such that the efficiency and health of operations is optimized. It is Workflow Management ambition to be the owner of production capacity to optimize the performance.

Roles and responsibilities

Result-oriented, data-driven, and decisive; you don't wait but ensure things are arranged. You prioritize, improve, and make decisions based on facts, data, and figures. You are strong in making sharp analyses and also drive (quick) decision-making.

Organized; you have a tidy personality and create order.

Not afraid to address people or give feedback if performance is not good, for example, if files are in the wrong workbasket.

Very good at stakeholder management and organizational sensitivity.

Creative, entrepreneurial, and persistent; you explore alternative paths, turn obstacles into opportunities, have courage, and dare to take risks to implement out-of-the-box solutions. You are not afraid to fail and stand behind your 'creative out-of-the-box' ideas. You know how to enthuse stakeholders so that they adopt your ideas, always based on data.

Willing to challenge and improve staff departments, (super) circle tribes, and HUBS with your knowledge and skills.

And of course, you take a satisfied customer as the starting point in everything you do.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

What do we ask?

Bachelor level (working / thinking)

Preferably experience with work distribution, trafficking.

At least two to three years of experience in the KYC domain (required).

Open to change and initiates it.

Strong analytical skills and numerical insight, result-oriented with an eye for improvement potential.

Excellent command of Dutch and English.

What is our offer

A dynamic work environment where you can make a direct impact on our customers.

Job scale 10.

Excellent (secondary) employment conditions.

Extensive training and development opportunities.

Location Amsterdam/Leeuwarden.

A 36-40 hour workweek.

In our culture, the Orange Code is paramount: You take it on and make it happen, help others be successful, and always take a step forward.

Questions?

If you want more information about this vacancy, please get in touch with Jelmer IJbema, Lead WFM Team KYC, telephone number: +31 6 57 32 29 53.

REQ-10095278