About this role
Key Responsibilities/ Capabilities Client Service Leadership & Stakeholder Management
• Act as a primary point of contact and escalation partner for complex client service matters across APAC • Build strong relationships with regional stakeholders, front office, and global partners, ensuring alignment and effective collaboration • Provide expert advisory on ING channel capabilities, onboarding solutions, and service optimization • Lead client engagements, demos, and solution discussions with a consultative approach
Operational Excellence & Service Delivery
• Drive end-to-end ownership of client service operations, ensuring high standards of accuracy, timeliness, and compliance • Identify and implement process improvements, automation opportunities, and control enhancements • Proactively manage risks, issues, and escalations, ensuring timely resolution and mitigation • Champion best practices and standardization across processes and regions
Project & Transformation Leadership
• Lead and deliver strategic initiatives (e.g., migrations, digitalization, service enhancements, and change programs) • Manage project scope, timelines, dependencies, and stakeholder expectations • Provide structured updates to senior stakeholders, including risks, progress, and key achievements • Drive continuous improvement initiatives aligned with regional and global transformation priorities
Governance, Risk & Compliance
• Ensure adherence to global policies, procedures, and regulatory requirements • Support Internal audits and reviews by providing accurate documentation, analysis, and insights • Strengthen controls and governance frameworks within client service delivery