BCS III KCT Service Delivery Expert

Background on ING Hubs Philippines

ING Hubs Philippines (ING Hubs PH) is a global service provider for ING, supporting both Wholesale and Retail Banking activities. We foster a diverse workforce and offer opportunities for personal growth in a dynamic, evolving environment. Our purpose is to empower people to stay a step ahead in life and business, driven by imagination and determination to create a better future.

Job Overview

As a BCS III KCT Service Delivery Expert, you will be responsible for leading and motivating a team of key control testers, driving performance, and ensuring the effective execution of key control testing across assigned frameworks and locations. You will play a pivotal role in talent development, operational management, and process improvement, collaborating with stakeholders globally and reporting to the Circle Lead.

Key Responsibilities

• Team Leadership & Talent Development
  • Lead, coach, mentor, and motivate team members, fostering an inclusive and collaborative culture.
  • Conduct regular one-on-one sessions, performance feedback, and succession planning.
  • Drive vertical and lateral progression within the team, ensuring proper succession planning and talent fungibility.
• Operational Management
  • Oversee the execution of key control testing, ensuring adherence to global standards, policies, and procedures.
  • Manage resource allocation, capacity planning, and workload distribution to meet SLAs and quality targets.
  • Monitor performance, identify improvement areas, and drive continuous process enhancements.
• Quality Assurance & Review
  • Ensure deliverables meet required quality standards through internal reviews and cross-circle quality checks.
  • Escalate and resolve complex issues, acting as the first line of escalation for the team.
  • Facilitate framework-specific trainings and knowledge sharing sessions.
• Stakeholder Engagement
  • Collaborate with stakeholders across different countries, maintaining effective communication and reporting.
  • Attend meetings under your expert group and act as delegate for Circle Lead, BP, KCM Coordinators as needed.
  • Lead major projects and initiatives with CHUB-wide impact, involving testers in process improvement efforts.
• Process Optimization & Continuous Improvement
  • Spearhead major process improvement projects, analyze existing processes, and implement new or refined procedures.
  • Drive achievement of team goals, including engagement, sustainability, and continuous improvement targets.
  • Ensure compliance with risk mitigation activities and company policies.

Qualifications

• Minimum five (5) years of work experience in Banking, Business Control, Risk, or Internal/External Audit.
• Experience in a 3 Lines of Defense environment is an advantage.
• Proven track record in team leadership, project management, and issue resolution.
• Excellent communication, stakeholder management, and analytical skills.
• Advanced proficiency in MS Office applications; experience with GRC tools is preferred.
• Strong organizational skills, attention to detail, and ability to thrive in a fast-paced environment.
• Experience in external or internal audit, financial statement close process, regulatory reporting, and banking products is preferred.

Differentiators

• Scope & Impact: Formal authority over team members, responsible for daily output and performance.
• Main Activities: Coaching, performance feedback , workload distribution, meeting SLAs, resolving team conflicts.
• Key Expertise: Leadership, people management, operational efficiency, process adherence.
• Problem Solving: First-line resolution for common issues; escalates complex problems.
• Development Role: Develops people's soft skills and general job readiness.
• Career Path: Progression to Operations Management, Management track, or Circle Lead roles.

Why Join ING Hubs PH?

• Work in a vibrant, innovative, and diverse environment.
• Opportunities for personal and professional growth.
• Competitive compensation and benefits.
• Be part of a team driving the future of banking.