Contract & Service Management

In the Payment & Settlement Services (PSS) Business Unit of ING, we are looking for a Contract & Service manager. Reporting into the COO, you will be working across the full PSS organisation. Your work is related to all services we provide to ING locations globally, as well as the services we consume from ING Hubs, ING Locations like Belgium and Eternal Vendors)

Your role and work environment

ING’s Payments and Settlement Services (“PSS”) aims to further mature, develop and epand ING’s state of the art payments platforms and services. The PSS will focus on delivering payments and settlement services, meeting the epectations of ING’s business lines and beyond, whilst ensuring the basics: safe, secure, compliant and reliable. PSS is an independent unit, combining Tech, Products and Operations functions. The Business Unit is positioned within ING’s COO domain, reporting directly into ING’s Chief Operations Officer.

The PSS is responsible for providing standardized payments and settlement services to multiple ING business lines globally (both Wholesale and Retail). With an ambition to also look for eternal commercialization of our payment platforms our service & contract management practice needs to be in perfect condition, consuming and providing services in a highly transparent manner.

Within the PSS, the Contract & Service Management team consists of two Contract & Service Managers (one located in Amsterdam, one located in Hubs) who manage the contracts and service agreements between the Payments Utility and its clients and providers (both Internal and Eternal). You will be functionaly responsible leading PSS Service & Contract Management.

Responsibilities

As a Contract & Service Manager you:

• Have a shared responsibility for defining the services offered towards the (internal) clients, including aggregating all components required and placing them into a gateway.
• Ensure the financial setup (incoming and outgoing) meets the gateway requirements, and is setup in a cost-effective manner.
• Have a shared responsibility for developing, maintaining the contracts and service level agreement for services delivered by the PSS towards its clients.
• Provide epertise and support throughout the whole lifecycle of the contract.
• Are responsible for ensuring contracts in your portfolio are properly embedded and aligned with relevant internal stakeholders, like Finance and Legal.
• Are able to interpret and apply key financial indicators to improve the contract and service agreements in place
• Are responsible for service management activities for the contracts in your portfolio, including periodic service review meetings and reporting on agreed KPI’s.
• Are responsible for delivering an In Control Statement on the services delivered, towards the internal clients
• Act as the day to day point of contact for your (internal) clients.
• Act as a point of escalation, in case of disputes for the contracts in your portfolio.

Competencies:

• Balances Stakeholders: Anticipates and balances the needs of multiple stakeholders. For eample, shows a strong commitment to identifying all relevant issues and making decisions that maimize outcomes for all key stakeholders. Engages effectively with multiple stakeholders and responds with well-balanced, win-win solutions.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For eample, encourages coworkers and eternal partners to work together as a team, and makes sure they get credit for doing so. Encourages people to share their honest views, responds in a non-defensive way when they do.
• Manages compleity: Makes sense of comple, high quantity, and sometimes contradictory information to effectively solve problems. For eample, consistently looks at comple issues from many angles; obtains a rich and deep understanding; swiftly cuts to the core issue; skillfully separates root causes from symptoms.
• Plans & Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For eample, strengthens alignment and coordination between own work and others', providing well-sequenced activities and eact time frames. Foresees and resolves many potential bottlenecks and delays
• Ensures accountability: Holds self and others accountable to meet commitments. For eample, tracks performance and strives to remain effective, learning from both successes and failures. Readily takes on challenges or difficult tasks and has reputation for delivering on commitments

We are looking for:

an analytical thinker who uses data and facts to manage the services consumed and services delivered to the client. As such, you:

• anticipate and balance the needs of multiple stakeholders and (internal) clients;
• work with Risk, Finance, Ta and Legal stakeholders, to make sure our contracts and services comply with regulation and policies;
• are an energetic, motivating person who can work as part of a multidisciplinary team and who can also work independently, think and act out of the bo and take accountability;
• communicate clearly and are able to tailor the communication mode to the intended audience;
• hold yourself and others accountable to meet commitments;
• plan and prioritize work to meet commitments aligned with our organizational goal.

How to succeed

We hire smart people like you for your potential. Our biggest epectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

Furthermore, you have:

• Master or bachelor degree;
• 5+ years of relevant working eperience;
• A personality and the capabilities to optimally function within an Agile environment;
• Eperience/affinity with Product Area(s) and/or Payment products, Operations and IT is a plus.

Rewards & benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• perience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

Want to apply directly?

Upload your CV and motivation letter

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

About us

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Sandra de Klerk