Program lead Global COO Workforce Transformation
About ING and the COO Transformation
At ING, we are proud to be pioneers in digital banking—leading the way from the first online banking solutions to launching cutting-edge AI-driven services. As we accelerate our COO strategy, we are embarking on a multi-year journey to make banking faster, easier, and more personal for our customers. Our ambition is clear: wherever banking goes next, we want to be there first.
The COO function is at the heart of this transformation, driving digital-first, data-driven, and flexible operations. We are building a smarter, simpler COO that is future-ready, with empowered employees and unbeatable customer service.
The Role: Program Lead COO Workforce Transformation
As Program Lead COO Workforce Transformation, you will be the “spider in the web” of the global COO organization, crucial for the successful implementation of the COO strategy over the next five years. Your scope covers the entire global COO organization—including all Retail Countries, Wholesale Banking, all Hub locations, and all Group Functions.
Key Responsibilities
- Lead a Global Program: Set up and manage the workforce transformation program structure, team, deliverables, approach, and timelines. Ensure successful and timely delivery of all program milestones.
- Strategic Stakeholder Management: Act as the central point of contact for Group COO, MT COO, all country COOs, Wholesale Banking COO, heads of group functions, Hubs COOs, and HR. Ensure alignment within COO and across the entire bank regarding workforce transition.
- Create program narrative: Develop a compelling narrative for the workforce transformation.
- Determine impact: define the impact on the entire global COO workforce of digitalisation and AI, not just at country and function level, but specifically at job profile level.
- Manage Social Impact: Design and implement plans to manage the social impact of transformation, including upskilling, reskilling, and supporting employees through change.
- Co-create and Deliver: Not only manage, but also co-create deliverables with your team. You are responsible for the quality and effectiveness of all outputs.
- Innovate Methodology: Develop new approaches and methodologies required to achieve program deliverables and drive sustainable change.
- Drive Engagement and Change Management: Ensure transparent, continuous communication and involve employees at all levels in shaping the transformation. Facilitate feedback sessions, design workshops, and bottom-up innovation.
- Role Model Leadership: Demonstrate foresight, courage, and a commitment to ethical, responsible change. Inspire teams by “walking the talk” and supporting others through uncertainty and growth.
What We’re Looking For
- Proven experience in leading large-scale, global transformation programs, ideally in a digital or operational context.
- Strong understanding of digitalisation, AI, and their impact on workforce and operations.
- Demonstrated ability to drive cultural change, foster learning, and empower diverse teams.
- Excellent stakeholder management and communication skills, with the ability to engage at all levels of a complex, international organization.
- Strategic thinker with a hands-on, collaborative approach and a passion for innovation.
- Experience in change management, organizational design, or HR transformation is a plus.