- REQ-10098578
- 04/08/2025
- Change Eecution
- Brussel, België
- ING Bank
Job Description
Department: Client Services Business
Function: Head of Transformation Client Services Business
Function class: GJA 19
Work location: Brussels
Role overview
As Head of Transformation for Client Services Business, you will lead the eecution of the Together for Progress strategy and its underlying strategic priorities for Client Services Business.
You are responsible for managing the comple changes that impact Client Services. This may concern changes on the delivery of product / processes from the Tribes but also continuous improvement initiatives within the own organization. You will translate strategic ambitions into actionable transformation KPIs and roadmaps.
The Transformation Area has 4 core capabilities: i) Change & Process epertise, ii) Reporting & Data Analytics, iii) Finance & Communication and iv) Incident Management. You will lead a team of approimately 25 FTEs across three locations: Brussels, Ghent and Bucharest (Romania). One epert lead will report directly to you, overseeing the Analytics and Incident Management teams.
As a member of the Client Services Business leadership team, you will inspire, guide, and empower your team to deliver on transformation goals, while enabling stakeholders to achieve their objectives within agreed timelines and budgets.
Key responsibilities
Transformation eecution & Strategic Advice
Act as a strategic enabler, contributing to the enhancement of both employee and customer e- perience.
- Lead the transversal Together for Progress transformation across si strategic pillars: Process Improvement, Digitalization, People, Hospitality, Sourcing and Data Analytics.
-
Oversee key (global) programs (e.g. Together for Progress, Global Business Banking Atlas), managing dependencies & impediments regarding delivery with stakeholders on behalf of the Area Lead
- Build strong stakeholder relationships and articulate different perspectives to support decision making
- Serve as strategic partner for Area Lead, supporting strategic initiatives and presentations
- Monitor and report on transformation progress at Area level, ensuring transparency and alignment
- Identify and scale best practices across Super Circles Coach and develop Change & Process e
- perts
Financial management, Data & Incident Management
Bridge transformation roadmap with Dynamic Plan, ensuring an alignment between bottom-up needs and top-down guidelines from E- Co ING BE & ING Group.
- Support prioritisation & resource allocation by integrating financial insights into the change roadmap
- Define and steer the strategic direction for data analytics and reporting, ensuring alignment with business goals.
- Promotes the use of (advanced) analytics and visualization tools to provide actionable insights to stakeholders.
- Provides strategic oversight of incident management process, ensuring effective escalation, resolution, and root cause analysis.
We look for a colleague with:
Master or equivalent by e- perience
- Proven track record in strategy, change and program management E
- perience leading high-impact strategic programs and cultural transformation Eperience in E2E customer e
- perience design and improvement Broad e
- perience in customer- or product-linked organizations (e.g. Tribes, Segments or Client Services) In-depth knowledge or eperience with process performance and operational ecellence methodologies e.g. Lean, Si
- Sigma, Operational Management…
- Preferably broad network of relevant stakeholders
- Knowledge of the organization, the governance processes and documents, the services offered and the work areas of the various departments is an advantage Ability to empower teams to act autonomously, think out of the bo
- & hold them accountable
- Managerial courage to question and make data-driven decisions and assess impact E
- cellent communication and motivational skills
- Fluency in English, and Dutch or French
Questions? Just ask
Pierre-Julien Dechassat
