Customer Journey Expert - Credit Risk Operations (Definition of Default)

ING Hubs B.V. Philippine Branch; Manila; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

ING is seeking a Customer Journey Expert to enhance its default monitoring process. You will analyze monthly credit portfolio defaults, investigate data quality issues, and collaborate with Risk, Lending, IT, and business teams to ensure policies are applied accurately and consistently.

As a member of a newly formed COO Risk unit, you will help shape operating procedures, drive process improvements, and provide portfolio insights to global stakeholders, while developing your data analysis and

Qualifications

• Experience in banking, financial services, or credit risk environments.
• Understanding of credit risk processes and lending operations.
• Strong analytical mindset and experience working with data.
• Exposure to SQL, SAS, Power BI, or similar tools is an advantage.

Responsibilities

• Analyze monthly and quarterly credit portfolio default data
• Investigate client default cases and validate source system logic
• Partner with Risk Management, Lending, Business, and IT teams to review findings
• Support credit risk committees and model owners with portfolio insights
• Coordinate recognition and remediation activities for default cases
• Identify opportunities to improve operational processes and prevent unnecessary defaults
• Collaborate across front-office, middle-office, and back-office teams to strengthen risk processes
• Contribute to improving data quality used in credit risk models and reporting

Skills

Banking/credit risk experience

Data analysis

Stakeholder management

Advanced Excel

English communication

Education

Bachelor's or Master's in finance/business/tech

Tools

SQL

SAS

Power BI

Job description

Role Summary

As a Customer Journey Expert, you'll play a key role in improving the effectiveness of ING's default monitoring process. You will analyze client defaults, investigate data quality issues, collaborate with stakeholders across the bank, and ensure default policies are applied accurately and consistently. You won't just monitor processes. You'll help shape them. As part of a newly established team, you'll have the opportunity to influence operating procedures, drive process improvements, and support strategic risk initiatives that impact ING globally.

About the Team

COO Risk is responsible for managing systems, processes, tools, and data across ING's Risk domain. You'll join a growing team focused on enhancing default monitoring capabilities, improving credit risk data quality, and providing meaningful portfolio insights to stakeholders. As one of the early members of the team, you'll help define how the function operates and evolves.

What You'll Be Doing

• Analyze monthly and quarterly credit portfolio default data


• Investigate client default cases and validate source system logic


• Partner with Risk Management, Lending, Business, and IT teams to review findings


• Support credit risk committees and model owners with portfolio insights


• Coordinate recognition and remediation activities for default cases


• Identify opportunities to improve operational processes and prevent unnecessary defaults


• Collaborate across front-office, middle-office, and back-office teams to strengthen risk processes


• Contribute to improving data quality used in credit risk models and reporting

What You'll Bring

• Experience within banking, financial services, or credit risk environments


• Understanding of credit risk processes and lending operations


• Strong analytical mindset with experience working with data


• Advanced Excel skills and experience using data analysis tools


• Exposure to SQL, SAS, Power BI, or similar tools is an advantage


• Ability to connect business requirements with technical solutions


• Strong stakeholder management and communication skills


• Comfortable working in a global and multicultural environment


• Bachelor's or Master's degree in a financial, business, technical, or related discipline


• Excellent English communication skills

What We Offer

• Help build and shape a new global risk operations capability


• Work with experts across Wholesale Banking, Risk, and Technology


• Gain exposure to global credit portfolios and risk management practices


• Develop your data analysis, stakeholder management, and process improvement expertise


• Work in a collaborative, diverse, and supportive environment where continuous learning is encouraged

Equal Opportunity

Equal Opportunity Don't meet 100% of the qualifications? Don't let that hold you back. Studies show some candidates apply only when they meet every requirement. If this role excites you and your experience is close to what we're looking for, we'd love to hear from you.

About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING.

We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace - we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow.