Delivery Manager

Job Family Group:Know Your Customer

Job Family:Know Your Customer Operations

Job Purpose

Leads a team, sets the standards for their area and takes responsibility for developing, innovating and safeguarding knowledgein their area. Coordinates, delegates, creates and/or updates client files to global standards, collects and monitors all relevantdocuments concerning the identity of the customer, as well as gaining insight into their business, ownership structure andfinancial transactions to protect ING and its customers through the execution of client due diligence in accordance with INGstandards.

RESPONSIBILITIES

1st Line of Defense Risk Management - Take ownership on risk management and follow the appropriate procedures to assess and mitigate financial risk and non-financial risk while operating simple standardized business processes, in order to protect theorganization from undue risks. (Level 6)Budgeting - Develop and/or deliver budget plans with guidance from senior colleagues. (Level 7)Building Capability - Implement the formal development framework for a team, with guidance from senior colleagues. Provide informal coaching to others throughout the organization in area of expertise. (Level 7)Client & Customer Management (Internal) - Act as a business partner to important internal customers and manage relationships with them, while takingguidance from senior colleagues. (Level 7)Compliance - Highlight shortcomings in compliance processes, systems and procedures and suggest appropriateimprovements. Work is focused on an assigned unit or discipline. (Level 6)Financial Management and Control - Work within established systems to deliver prescribed outcomes for a designated area of financial control. (Level 6) Fraud Management - Develop and deliver specialized fraud prevention and monitoring activities for an area of operations in line withthe organization's fraud management policies and procedures to enable the prevention of fraud, and enable the initiation of loss mitigations and fraud investigations. (Level 7)Internal Communications - Develop and/or deliver a plan for significant aspects of internal communications with guidance from seniorcolleagues. (Level 7)Leadership and Direction - Communicate the actions needed to implement the function's strategy and business plan within the team;explain the relationship to the broader organization's mission, vision and values; motivate people to commit tothese and to doing extraordinary things to achieve local business goals. (Level 7)Needs Assessment - Uncover emerging issues or needs, identifying potential causes, barriers and key stakeholders as well asrelated issues. (Level 7)Operations Management - Oversee an operational area with guidance from senior colleagues. Could involve responsibility fordevelopment or delivery (or both). (Level 7)Performance Management - Manage and report on the performance of a substantial, diverse team; set appropriate performance objectivesfor direct reports or project / account team members and hold them accountable for achieving these; takeappropriate corrective action where necessary to ensure the achievement of team / personal objectives. (Levl 7)Policy Development & Implementation - Develop procedures and interprets and applies policy for area of expertise to achieve specified outputs, oradvise the wider business on application of policy, then monitor implementation of those procedures withinthe organization. (Level 7)Strategic Planning - Work within established strategic planning systems to achieve specific goals within area of responsibility. (Level 6)

BEHAVIORAL COMPETENCIES
Builds Effective Teams - Builds strong-identity teams that apply their diverse skills and perspectives to achieve common goals. Forexample, mentors others on how to build effective teams; takes actions to correct dysfunctional teams.Ensures that the team has the right mix of skills; leverages individual strengths effectively. (Level 5)Business Insight - Applies knowledge of business and the marketplace to advance the organization's goals. For example, has a sophisticated grasp of business drivers, finds new ways to increase own contribution. Stays attuned to business and industry changes, ensures own activities remain aligned to key objectives. (Level 3)Collaborates - Builds partnerships and works collaboratively with others to meet shared objectives. For example, encouragescoworkers and external partners to work together as a team, and makes sure they get credit for doing so.Encourages people to share their honest views, responds in a non-defensive way when they do. (Level 5)Customer Focus - Builds strong customer relationships and delivers customer-centric solutions. For example, digs deeply intocustomer feedback and drives the innovations that can enable the organization to better meet customers' future needs. Frequently adjusts approach to ensure customer needs are met and to improve service. (Level 5)Decision Quality - Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions. (Level 5)Demonstrates Self-Awareness - Uses a combination of feedback and reflection to gain productive insight into personal strengths andweaknesses. For example, encourages others to build self-awareness; shares lessons from own development.Assumes responsibility for the effect personal behavior and style have on others. (Level 5)Drives Engagement - Creates a climate where people are motivated to do their best to help the organization achieve its objectives.For example, understands people's motivations, engages them in the work, and builds a sense of energy toward common goals. Ensures that others can make decisions and take accountability. Celebrates progress. (Level 5)Drives Results - Consistently achieves results, even under tough circumstances. For example, emphasizes the importance of results; encourages a sense of urgency in others; challenges poor outcomes or unproductive behaviors.Provides assistance or encouragement to help others over obstacles. (Level 5)Ensures Accountability - Holds self and others accountable to meet commitments. For example, measures and tracks team's and ownperformance, and helps the team learn from success, failure, and feedback. Adheres to, and enforces, goals, policies, and procedures. (Level 5)Financial Acumen - Interprets and applies key financial indicators to make better business decisions. For example, provides richand rigorous forecasts of the financial implications of ideas and opportunities. Makes well-balanced decisions regarding expenditures that take into account multiple considerations. (Level 4)Instills Trust - Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, modelshonesty and authenticity and encourages others to be up front with one another. Demonstrates reliability and places a strong emphasis on the team meeting its commitments. Fairly represents others' positions. (Level 5)Manages Complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solveproblems. For example, asks questions to encourage others to think differently and enrich their analyses of complex situations. Accurately defines the key elements of complex, ambiguous situations. (Level 5)Nimble Learning - Learns through experimentation when tackling new problems, using both successes and failures as learningfodder. For example, gives people opportunities to try new things; urges people to try new ways to find best solutions. Helps the team leverage the lessons from their successes and failures when facing new situations. (Level 5)Optimizes Work Processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement.For example, encourages and rewards continuous improvement and quality outcomes. Equips others tohandle day-to-day tasks effectively on their own. Integrates systems to improve quality and service. (Level 5)

TECHNICAL COMPETENCIES
Action Planning - Uses comprehensive knowledge and skills to work independently while providing guidance and training to others on developing appropriate plans or performing necessary actions based on recommendations andrequirements. (Level 4)Compliance Management - Works without supervision and provides technical guidance when required on achieving full compliance withapplicable rules and regulations in management and/or operations. (Level 3)Costing and Budgeting - Uses comprehensive knowledge and skills to work independently on costing, budgeting and finance tasks whileproviding guidance and training to others. (Level 4)Data Collection and Analysis - Works independently and provides guidance and training to others on analyzing data trends for use in reportsto help guide decision making. (Level 4)Planning and Organizing - WUses comprehensive knowledge and skills to work independently while providing guidance and training toothers on planning, organizing, prioritizing and overseeing activities to efficiently meet business objectives. (Level 4) Policy and procedures - Uses comprehensive knowledge and skills to work independently while providing guidance and training toothers on developing, monitoring, interpreting and understanding policies and procedures, while making sure they match organizational strategies and objectives. (Level 4)Policy and Regulation - Works independently and provides guidance and training to others while interpreting and applyingcomprehensive knowledge of laws, regulations and policies in area of expertise. (Level 4)Review and Reporting - Applies comprehensive knowledge and skills to work independently while providing guidance and training toothers on reviewing and creating relevant, lucid and effective reports. (Level 4)Verbal Communication - Applies comprehensive knowledge to act independently while providing guidance and training to others onusing clear and effective verbal communications skills to express ideas, request actions and formulate plans orpolicies. (Level 4)

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