CoE Lead, Process Excellence

ING Australia’s Digitisation and Operational Excellence Tribe is looking to hire a CoE Lead, Process Excellence to be based in our Sydney office.

You will lead a team of 7 process architects and process improvement specialists that shape how end‑to‑end processes are designed, governed, and continuously improved across the bank. You’ll play a pivotal role in embedding a process led way of working across ING Australia driving operational excellence, enabling sustainable transformation, and improving customer and colleague experiences.

This role is central to delivering ING’s LEAP strategy, ensuring our processes are simple, scalable, and aligned with both local business needs and ING Group standards. You’ll champion best‑practice process architecture, Lean and Six Sigma methodologies, and modern tooling (including ARIS) to help the bank move faster, reduce complexity, and realise measurable value.

We’re looking for a strategic, people‑focused leader with a passion for process excellence, strong stakeholder influence, and a proven ability to translate process insight into tangible business outcomes.

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Ready to make an impact?
 

What you’ll do  

• Lead and develop a high‑performing team of process architects and process improvement specialists, setting clear vision, priorities, and capability standards.
• Own and embed the Global Process Management Framework across ING Australia, ensuring alignment with Group standards while balancing local regulatory and business requirements.
• Establish and maintain a comprehensive end‑to‑end process architecture for the bank, serving as a single source of truth for process knowledge.
• Champion process‑led design as the standard approach for change delivery, working closely with business leaders, IT architects, customer journey experts, and transformation teams.
• Drive process efficiency and improvement, embedding Lean and Six Sigma practices and supporting digitisation initiatives with robust, customer‑centric process design.
• Identify, implement, and track improvements across entire process lifecycles—delivering benefits such as reduced cost, lower risk, improved speed, and better customer outcomes.
• Govern process tooling and artefacts, including ARIS Architect and ARIS Connect, to ensure consistent adoption, quality, and usability across the organisation.
• Partner with Finance, Risk, and Transformation teams to quantify, track, and communicate the value realised from process initiatives.
• Engage senior stakeholders across business and technology to build awareness, ownership, and accountability for end‑to‑end processes.

What we’re looking for

• Tertiary qualification in Business or a related discipline (postgraduate qualification desirable).
• Proven experience leading process architecture and enterprise process management initiatives in a complex organisation.
• Strong people‑leadership capability, including coaching, mentoring, and building high‑engagement teams.
• In‑depth knowledge of process management frameworks, methodologies, and governance, with demonstrated success delivering measurable improvements.
• Hands‑on experience with ARIS (Architect essential; Connect desirable) or equivalent enterprise process tools.
• Lean and/or Six Sigma credentials at Black Belt level, with experience delivering large‑scale process improvement initiatives
• Strong understanding of digitisation, automation, and operational resilience, and how process‑led design enables these outcomes.
• Exceptional stakeholder management, communication, and influencing skills, with confidence engaging senior leaders.
• Ability to operate effectively in a fast‑paced, transformation‑driven environment, balancing strategic priorities with operational delivery.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT Day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 
 
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 
 
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 
 
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  
 
Sound like the kind of place you’d feel at home? We’d love to hear from you. 
 
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more? 
Contact Mark Montgomery on mark.montgomery@ing.com

Applications close Wednesday 13th April 2026
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

ING is Australia's most recommended bank according to RFi XPRT Survey, February 2021 - July 2021 (n = 31,903) when compared to customers of 20 other banks operating in Australia.

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