Client Service APAC – Consultant

ING Hubs Philippines; Metro Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

ING Hubs Philippines seeks a Senior Client Services Consultant – APAC to drive end-to-end client service delivery, promote operational excellence, and shape regional service strategy.

You will oversee complex engagements, lead high-impact projects, and push continuous improvements to elevate service quality, client satisfaction, and efficiency across APAC.

Qualifications

• Proven experience in Client Services, Sales, or Banking/Financial Services with APAC exposure.

Responsibilities

• Act as primary contact and escalation partner for complex client service matters across APAC.
• Lead client engagements, demos, and solution discussions with a consultative approach.
• Drive end-to-end ownership of client service operations with high accuracy and timeliness.
• Lead strategic initiatives such as migrations, digitalization, service enhancements and change programs.

Skills

Client Services

Stakeholder management

Project leadership

Process improvement

Risk management

Job description

The Senior Client Services Consultant – APAC plays a critical role in driving end-to-end client service delivery, operational excellence, and strategic initiatives across the APAC region.

This role goes beyond execution—serving as a trusted advisor to stakeholders, a leader of transformation initiatives, and a key contributor to regional service strategy. You will oversee complex client engagements, lead high-impact projects, and continuously enhance processes to improve service quality, client satisfaction, and operational efficiency.

Key Responsibilities/ Capabilities

• Act as a primary point of contact and escalation partner for complex client service matters across APAC
• Build strong relationships with regional stakeholders, front office, and global partners, ensuring alignment and effective collaboration
• Provide expert advisory on ING channel capabilities, onboarding solutions, and service optimization
• Lead client engagements, demos, and solution discussions with a consultative approach

Client Service Leadership & Stakeholder Management

• Drive end-to-end ownership of client service operations, ensuring high standards of accuracy, timeliness, and compliance
• Identify and implement process improvements, automation opportunities, and control enhancements
• Proactively manage risks, issues, and escalations, ensuring timely resolution and mitigation
• Champion best practices and standardization across processes and regions

Operational Excellence & Service Delivery

• Lead and deliver strategic initiatives (e.g., migrations, digitalization, service enhancements, and change programs)
• Manage project scope, timelines, dependencies, and stakeholder expectations
• Provide structured updates to senior stakeholders, including risks, progress, and key achievements
• Drive continuous improvement initiatives aligned with regional and global transformation priorities

Project & Transformation Leadership

• Ensure adherence to global policies, procedures, and regulatory requirements
• Support Internal audits and reviews by providing accurate documentation, analysis, and insights
• Strengthen controls and governance frameworks within client service delivery

Governance, Risk & Compliance

• Proven experience in Client Services, Sales, or the Banking/Financial Services industry, with strong exposure to APAC markets preferred
• Demonstrated ability to engage, influence, and build relationships with clients and stakeholders across different seniority levels
• Excellent communication and presentation skills, with the ability to clearly articulate complex concepts in a structured and client‑focused manner
• Strong commercial mindset with the ability to identify client needs and translate them into actionable solutions
• Experience in Payments, Cash Management, or Corporate Banking products is highly advantageous

Minimum Qualifications and Capabilities

• Ensure adherence to global policies, procedures, and regulatory requirements
• Support Internal audits and reviews by providing accurate documentation, analysis, and insights
• Strengthen controls and governance frameworks within client service delivery