Head of Transformation Client Services Business

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 execution of the Together for Progress strategy and its underlying strategic priorities for Client Services Business.
You are responsible for managing the complex 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 expertise, ii) Reporting & Data Analytics, iii) Finance & Communication and iv) Incident Management. You will lead a team of approximately 25 FTEs across three locations: Brussels, Ghent and Bucharest (Romania). One expert 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 execution & Strategic Advice
Act as a strategic enabler, contributing to the enhancement of both employee and customer experience.
Lead the transversal Together for Progress transformation across six 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 experts
Financial management, Data & Incident Management
Bridge transformation roadmap with Dynamic Plan, ensuring an alignment between bottom-up needs and top-down guidelines from ExCo 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 experience
Proven track record in strategy, change and program management
Experience leading high-impact strategic programs and cultural transformation
Experience in E2E customer experience design and improvement
Broad experience in customer
- or product-linked organizations (e.g. Tribes, Segments or Client Services)
In-depth knowledge or experience with process performance and operational excellence methodologies e.g. Lean, Six 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 box & hold them accountable
Managerial courage to question and make data-driven decisions and assess impact
Excellent communication and motivational skills
Fluency in English, and Dutch or French