Process Expert

ING Nederland; Amsterdam; Hybrid; EUR 70,000 - 95,000; Full time

Benefits offered by this job

40-hour week with potential to 36/38

Vacation 24-27 days

Pension scheme

13th month salary

BIS 3.5% of gross annual salary

8% holiday allowance

Growth opportunities

Informal and innovative environment

WFH flexibility

Job summary

ING Nederland is seeking a Medior Process Expert to drive transformation through process improvement, digitalisation and AI-driven initiatives. You will operate across the bank, shaping Target Operating Models and service designs to improve efficiency and customer impact.

The role requires strong analytical ability, a hands-on attitude and collaboration with international teams. A hybrid work arrangement and opportunities for personal growth are offered.

Qualifications

• At least 4 years of experience in process improvement, digitalisation or change initiatives.
• Hands-on mentality with a strong drive to deliver tangible results.
• Experience working in complex and sometimes ambiguous environments.
• Strong analytical and problem-solving capabilities with numerical insight.
• Knowledge of digitalisation technologies, such as AI, workflow solutions or reporting tools.

Responsibilities

• Drive high-impact transformation initiatives using process improvement and digitalisation expertise.
• Lead assignments of appropriate complexity independently and support more complex change programmes.
• Analyse complex information, identify root causes and translate findings into practical recommendations.
• Develop and implement process frameworks, performance measures and KPIs.
• Support and coordinate digitalisation and scalability initiatives, ensuring outcomes are delivered on time and at the required quality level.
• Identify dependencies and collaborate with stakeholders to achieve results.
• Take ownership of deliverables and escalate risks, decisions and dependencies when needed.
• Share expertise with colleagues through feedback and coaching.
• Contribute to the continuous development of DSO methodologies and value propositions.

Skills

Process improvement

Digitalisation

Change management

Data analysis

English fluency

Project coordination

Stakeholder management

AI knowledge

Education

Bachelor's degree or higher

Tools

Workflow solutions

Reporting tools

Job description

Introduction

Are you passionate about driving transformation through process improvement, digitalisation and innovation? As a Medior Process Expert within Digital and Scalable Operations (DSO), you will help shape the future of ING by delivering high-impact transformation initiatives across the bank. Working at the intersection of process excellence, data-driven insights and emerging technologies such as AI, you will contribute to some of ING’s highest-priority strategic assignments.

This role was initially posted 08 July

Introduction

Are you passionate about driving transformation through process improvement, digitalisation and innovation? As a Medior Process Expert within Digital and Scalable Operations (DSO), you will help shape the future of ING by delivering high-impact transformation initiatives across the bank. Working at the intersection of process excellence, data-driven insights and emerging technologies such as AI, you will contribute to some of ING’s highest-priority strategic assignments.

The team

With its “Growing the Difference” strategy, ING is responding to significant changes in the banking industry, including evolving customer expectations, regulatory developments, fintech disruption and digitalisation.

Digital and Scalable Operations (DSO) has been established to accelerate the bank’s digitalisation and scalability efforts, with a strong emphasis on AI. The team works across all areas of the bank, leveraging process expertise, data insights and new technologies to deliver meaningful and sustainable change.

Examples Of DSO’s Work Include

• Shaping and delivering ING’s digital strategy through scalable AI solutions and Straight-Through Processing (STP) initiatives.
• Translating strategic ambitions into Target Operating Models and Service Designs.
• Leading customer journey and process redesign initiatives focused on efficiency, customer experience, revenue growth and risk reduction.
• Driving process leadership and end-to-end process management capabilities.
• Providing strategic insights through digitalisation and efficiency metrics.
• Developing and enhancing DSO’s value propositions and methodologies.

Roles And Responsibilities

As a Process Expert, you will play a key role in delivering transformation initiatives throughout the organisation. You will:

• Drive high-impact transformation initiatives using process improvement and digitalisation expertise.
• Lead assignments of appropriate complexity independently and support more complex change programmes.
• Analyse complex information, identify root causes and translate findings into practical recommendations.
• Develop and implement process frameworks, performance measures and KPIs.
• Support and coordinate digitalisation and scalability initiatives, ensuring intended outcomes are delivered on time and at the required quality level.
• Identify dependencies and collaborate with relevant stakeholders to achieve results.
• Take ownership of deliverables and proactively escalates risks, decisions and dependencies when needed.
• Share expertise with colleagues through constructive feedback and on-the-job coaching.
• Contribute to the continuous development of DSO methodologies, approaches and value propositions.

Success factors

To Be Successful In This Role, You Bring

• An excellent academic background.
• At least 4 years of experience in process improvement, digitalisation or change initiatives.
• A hands‑on mentality with a strong drive to deliver tangible results.
• Experience working in complex and sometimes ambiguous environments.
• Strong analytical and problem‑solving capabilities combined with numerical insight.
• Experience applying process frameworks, methodologies and standards.
• Knowledge of digitalisation technologies, such as Artificial Intelligence, workflow solutions or reporting tools.
• Strong project coordination and stakeholder management skills.Experience working in international organisations and across diverse cultures and maturity levels.
• Excellent communication skills and fluency in English.
• Knowledge of banking is considered an advantage.

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. You can find out more about our employment conditions via Find out more about our employment conditions.

Benefits Include

• A salary tailored to your qualities and experience.
• A 40‑hour workweek, with the option to move to a 36 or 38‑hour workweek over time.
• 24-27 vacation days depending on your contract.
• Pension scheme.
• 13th month salary.
• Individual Savings Contribution (BIS) of 3.5% of your gross annual salary.
• 8% holiday allowance.
• Extensive opportunities for personal growth and development.
• An informal and innovative working environment.
• Flexible balance between working from home and the office.

About Us

At ING, we are committed to empowering people to stay one step ahead in life and in business. We believe in creating an environment where innovation, collaboration and personal growth thrive.

To learn more about ING and our culture, Discover what we do and what we can offer you.

Questions

For more information about the recruitment process, please visit our Frequently Asked Questions.

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