Regulatory Business Analyst - Customer Journey Expert/Officer (m/f)
ING Group
Luxembourg City, Luxembourg
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Regulatory Business Analyst - Customer Journey Expert / Officer (m / f)

ING Luxembourg is looking for a Regulatory Business Analyst / Customer Journey Expert

m / f), who will be working in a Squad part of the Customer Information Management Tribe .

The purpose of this tribe is to keep the bank safe, to meet the regulatory requirements in a

smart and efficient way, with creativity and autonomy.

The Tribe supports the business lines in managing customer’s data and information related

to KYC, acts as center of expertise KYC-FATCA & CRS within the First Line of Defense of ING

Luxembourg and delivers high value quality projects in the field of KYC and AML for ING

Job description

You work in a Squad within ING's Agile organization and you work together with other

experts to achieve the Squad's mission.

Together with your squad and Product Owner, your mission is to design, develop and phase

out regulatory related projects, as well as to implement and improve new and existing

processes, within all the commercial segments.

This involved the implementation of the following activities :

  • Have a deep understanding of the internal and external customer journey by
  • monitoring customer process quality;
  • Apply your regulatory expertise, develop new procedures, new monitoring standards
  • for ING Luxembourg, new process and improve current ones;
  • Deliver the customer information management strategy, act as center of expertise,
  • manage the stakeholders and develop training support in line with external

  • regulations, risk and compliance policies;
  • Undertake data analyses and introduce measuring instruments to understand how
  • to improve the management of customer’s data;
  • Ensure all suggestions for improvements and solutions are supported by data and
  • regulatory analysis;
  • Truly understand customer processes end-to-end and keep this knowledge up to
  • date;
  • Contribute actively to all events of the sprints by asking, answering and challenging.
  • You act as a moderator and enhance the way of working structurally;
  • Ensure that priorities are made;
  • Participate in the Chapter meetings and in the standard scrum events for the Squad
  • stand up, refinement, review and retrospectives;
  • Optimize processes in a customer friendly way to maximize customer and business
  • Your profile

    Competencies / Behaviour :

  • Having deep knowledge of the customer’s business and KYC banking processes and
  • integrate acquired knowledge into performance of tasks;
  • Having strong analytical & judgement skills to recognize key information, identify
  • problem, establish connections and validate before acting;
  • Ability to manage a very diverse set of stakeholders with very different priorities
  • throughout a large organization;
  • Being curious, invest time to master your end-to-end product processes and stay up
  • to date on markets trends, risks and product information;
  • Knowing what is going on with the customer, put himself / herself in customers’
  • shoes, assess the wishes and needs of customers and anticipate on this;
  • Ability to take initiatives to improve products, processes and channel policies
  • ensure that creative ideas are implemented;
  • Supporting the agile organization & to perform as a team, trust and encourage each
  • other and give feedback to promote continuous improvement & team development.

  • Focusing on what you’re good at as your role covers a wide area of activities.
  • Experience :

  • Master or Bachelor degree, with at least 3 years of experience in the KYC-AML
  • environment;
  • Specific knowledge of the regulatory matters related to KYC;
  • Project / change management will be considered as a strong asset.
  • Languages :

    Fluent in English & French.

    Your working environment

    ING is one of the world’s leading financial groups. With more than 53,000 employees, ING

    provides banking, insurance and asset management services to more than 48 million clients

    in 40 countries.

    In Luxembourg, our clients are private individuals, small companies and major corporations,

    as well as institutions. ING Luxembourg employs nearly 800 people and offers a vast range

    of financial services (banking, insurance, leasing and asset management).

    ING Luxembourg heads for technology & innovation, developing IT solutions in areas such

    as Core Banking, Big Data, Financial Markets, Data Management, Touch Point Architecture

    and many more. By using the latest methodologies in software development, our fast

    growing team gathers more than 100 enthusiasts people who work for national and

    international projects that go beyond traditional banking.

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