Product Expert

2 settimane fa

Milano, Italia ING Direct A tempo pieno

The Product Expert - Cessione del Quinto, positioned as Customer Journey Expert within the Agile organization, has end-to-end responsibility for the development, management, harmonization and phasing out of commercial products, services, channel formulas and processes within one or more segments and is familiar with the relationship between these aspects, with a view to achieving an optimum customer experience.

The Customer Journey Expert works in the CQS squad together with other experts to achieve the squad's mission. Contributes by anticipating operational and business needs and identifies solutions; he/she is a specialist on CQS operations, processes and procedures; collaborates with the Product Owner CQS, with Credit Risk, Payments and Reconciliation and manages the relationship with the software supplier and with the various originators. Monitor the quality of the service of the outsourcer chosen for the management of the activities.

**Key Responsibilities**:

- Working in Agile teams: contributes actively to all events of the sprints by asking, answering and challenging. Acts as a moderator. Enhances the way of working structurally. Ensures that strategic priorities are made.
- Customer Journey monitoring: translates highly complex business to a setup of monitoring. Defines new monitoring standards for ING.
- Products and services: Applies expert product and process knowledge, develops new and improves current product and process standards, and evangelizes these to the ING community.
- Participates in managing of acquisition and post-sales flows of salary-backed loans
- Verify the completeness of the documentation received
- Actively participate in the planning and resolution of the tests foreseen for CQS product
- Supports in managing the Originators and other suppliers
- Monitors the servicing activity of the Originators, periodically performing audits at the Originators' offices located on the Italian territory
- Update and maintain operating procedures

**Competencies**:

- Experience of Process Design flow, Loans Origination Process and Portfolio management
- An understanding of the CQS market is needed, benchmark and competitors overview
- Well-developed communication and interpersonal skills, with the ability to produce clear and concise presentation
- Experience of IT project and working effectively across functions (Legal, Compliance, Transparency, Privacy, Credit Risk, Finance)
- Numerate with analytical capabilities and experience of monitoring and tracking financial performance and working data
- Good knowledge of AS400 and OCS software
- Fluent Italian; English is a plus

**Soft Skills**:

- Customer focus and customer interest paramount
- Problem analysis and judgement
- Analytical and structured approach
- Professional expertise/market focus
- Vision
- Initiative
- Teamwork

**Duration**:Permanent

**Work location**:Milan (hybrid)

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