Process Manager

Job Description – Process Expert (Local Hubs)

Do you get excited about leading process improvement initiatives that deliver measurable outcomes? Are you passionate about applying deep process management expertise to help ING drive its strategic ambitions? Do you enjoy coaching others and building organizational process capabilities? Then read on

Organizational Context:

With its “Making the Difference” strategy, ING addresses transformational forces shaping the banking industry — including shifting customer expectations, FinTech disruption, regulatory pressures, and the push toward digitalization.

Our goal is to become the next-generation digital bank: one that delivers a clear, convenient, and consistent customer experience across borders.

The Process Management team, part of the Change & Transformation Experts, plays a vital role in making this strategy a reality.

What the Process Management Team Does:

The Process team creates business value by enabling easy, uniform, and digital processes . This is achieved through:

• Establishing and maintaining global standards and best practices
• Designing and executing end-to-end process improvements
• Building process craftsmanship and core competencies within ING Hubs Philippines

We are a diverse, collaborative, and high-performing team that is passionate about impact, learning, and having fun at work.

Core Responsibility – Executing and Implementing Projects

You will lead and coordinate cross-functional process improvement initiatives that span across ING countries, domains, and business functions. As a Process Expert, you are responsible for:

• Managing project delivery, ensuring timelines, scope, and value delivery
• Coaching team members, especially junior experts, to build capabilities and deliver results
• Engaging stakeholders at all levels, from front-line operations to senior leadership
• Identifying process improvement opportunities, supported by analytics and insights
• Collaborating with subject matter experts across COO domains (e.g., sourcing, analytics, business controls, risk)

You will actively co-create and institutionalize global process standards . This includes:

• Collaborating with Expert Leads and Process Experts across ING
• Standardizing conventions, definitions, KPIs, metrics, and best practices in:

• Process digitalization
• Operational and performance management
• Process ownership and leadership

You will contribute to raising the process maturity and capabilities across ING by:

• Delivering training sessions through the Process Management Academy in a per request basis
• Providing coaching in LEAN, Six Sigma, and Continuous Improvement
• Supporting business lines and teams to embed continuous improvement into daily operations and performance management

We’re looking for a results-driven, analytical, and people-oriented professional with a well-rounded skill set. You must demonstrate the following technical, leadership, and interpersonal competencies:

• Analytical & Problem-Solving Skills

• Advanced process analysis and mapping skills (e.g., SIPOC, VSM)
• Ability to quickly identify root causes using data-driven tools (e.g., 5 Whys, Fishbone)
• Competent in data interpretation , using Excel, Power BI, or similar tools to support evidence-based decisions
• Strong ability to translate insights into actionable improvements

• Project & Change Management Skills

• Strong ability to manage multiple projects simultaneously , with structured planning and milestone tracking
• Experienced in leading cross-functional and cross-country initiatives in matrix organizations
• Skilled in driving change , securing buy-in , and overcoming resistance
• Solid grasp of Lean Six Sigma , process governance, and continuous improvement models

• Coaching & Capability Building

• Demonstrated experience in mentoring and developing junior process professionals
• Ability to explain complex process concepts in a simple and structured manner

• Collaboration & Communication

• Exceptional written and verbal communication skills
• Ability to engage, influence, and build trust with senior leaders, process owners, and front-line teams
• Strong stakeholder management , especially across diverse cultural and functional settings
• Comfortable in presenting to executives and facilitating working sessions at all levels

• Leadership Behaviors

• High degree of initiative, ownership , and self-direction
• Positive “can-do” attitude — always solution-focused
• Tenacious, impact-driven, and able to deliver under pressure
• Confident in constructively challenging the status quo

Background and Working Experience:

• Education : Master’s degree in Business Administration, Industrial Engineering, Management, or related fields
• Experience :

• 3–10 years of relevant experience in:
  • Process design and improvement (LEAN, Six Sigma, BPM)
  • Working with global process frameworks and standards
  • Managing cross-functional projects in large organizations
• 1–3 years experience in coaching and capability-building

• Preferred certifications:
  • LEAN Six Sigma Green Belt or Black Belt
  • Agile or Scrum certifications are a plus