Operation BPO Governance Lead

The resource, reporting to the Head of Ops & Customer Service governance, will be responsible for mapping and monitoring BPO’s of the Operations & Customer Care area with the ambition to streamline BPO management processes ensuring that all outsourced activities align with our company’s standards and objectives. Build a unique control framework, identify potential synergies and optimisation. By closely monitoring and supporting the Contract Owner, the resource will ensure that all contractual obligations are met, reducing operational risks and enhancing service delivery.

Key Responsibilities

1. Oversee the mapping and continuous monitoring of Business Process Outsourcing (BPO) activities within the Operations & Customer Care area.
2. Ensure all outsourced activities align with the company’s standards and objectives.
3. Identify and implement strategies to streamline BPO management processes.
4. Develop and maintain a unique control framework to monitor and optimize BPO operations.
5. Promote effective communication between internal Contract owner/manager and BPO’s parties.
6. Identify potential synergies across different BPO activities to enhance efficiency and effectiveness.
7. Implement optimization initiatives to improve service delivery and operational performance.
8. Closely monitor and support the Contract Owner to ensure all contractual obligations are met.

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.