Department Overview:
The CSD UK Transactions Services Client Loyalty Team (CLT) has two key areas of responsibility - Payments & Cash Management daily activities and Client Services daily banking. The Payments & Cash Management responsibilities relate primarily to the service management of our outsourced providers for the processing of Domestic payment products for ING London branch and cover the London business lines across multiple platforms. The Client Services remit is to act as the primary contact for the clients for all operational matters, ensuring an excellent service level and to pro-actively provide relevant advice to the clients in order to guarantee an optimal client satisfaction level. Liaison with several other teams and departments across the Bank locally and worldwide including Credit Risk Management, Compliance, Legal and Structure Finance is required to ensure that all services are delivered to the highest standard, in accordance with the Bank’s policies and procedures, meeting regulatory, risk and control requirements.
The CLT focuses on service requests on accounts of its worldwide client base and facilities located in UK..
Main Duties and Responsibilities:
Growth: Support initiatives related to the growth plans for Transaction Services in the UK. including providing support to the Transaction services business and any required input into the PARP process.
Regulation: Manage and support regulatory requirements impacting PCM accounts e.g. Confirmation of Payee (CoP) and App scam (App scam) and the Safeguarding regime for payments and e-money firms. Monitoring and management of FSCS tooling for Single Customer View reporting
Service Management: Manage relationships with 3rd party vendors to ensure that the services continue to meet ING requirements (e.g. costs, functionality, robustness)
Transformation: Provide input into the governance, planning and execution of initiatives identified to enhance PCM capabilities (e.g. automation). Develop the road to scalability with global process lead for payments and WB Head of TS
Risk/Control: Take ownership of UK Payments control framework to ensure adherence to ING policies/standards.
Supervision: Supervise the UK PCM team in the daily business activities looking for opportunities to simplify and scale.
Backlog: Manage PCM backlog and ensure prioritised items are completed
Liaise with Client Services Operations on general issues and changes that will impact Transactions Services overall.
Ensure: Best in class client service experience is delivered for UK PCM clients
Career Potential
The successful candidate will gain an in-depth knowledge of the Transaction Services Client Delivery area and how it interlinks with the other parts of the Wholesale Bank (WB). This role will enable the candidate to further expand their internal ING network in both the UK and within the hubs and will provide an opportunity to expand their business capabilities and allow movement into a more senior role with line management responsibilities.
Candidate Profile
Qualification/Education
Essential: Educated to degree level or equivalent
Desirable: N/A
Experience/Knowledge
Essential:
Experience working in a fast-paced, dynamic environment
Proven track record in risk management (+5 years)
Solid understanding of back-office processing requirements for Transaction Services products and associated market infrastructures
Change and release management experience.
Knowledge and experience of payment systems functionality
Excellent written and spoken English.
Experience of working with off-shore teams
Desirable:
Knowledge of regulatory requirements impacting payments processing (e.g. CoP)
Personal Competencies
Essential:
Has a helicopter view and understands priorities based on context.
Has profound knowledge in at least one field of expertise for which they are regarded as go-to person
Has a full understanding of customer journey both functional and technical in relation to product scope
Ability to foster a collaborative working relationship with multiple areas and complex business lines
Strong problem solving skills
Team player / ability to work effectively in a diverse team environment
Ability to adapt in a changing environment
Excellent organisational skills
Strong time management
Stakeholder management capabilities.
Desirable:
Previous management experience