STA (1 year) Transformation Consultant – Business Banking & Private Banking Operations

STA (1 year) Transformation Consultant – Business Banking & Private Banking Operations

Location: Leeuwarden
Workweek: 36 hours
Salary: Based on experience and qualifications ( NL salary scale 11)
Language Requirements: Fluent in Dutch and English

Are you someone who diagnoses problems, designs solutions, and knows how to operationalize them with a wide range of stakeholders? Then we’re looking for you!

We’re seeking a Transformation Consultant who thrives in dynamic environments, stands firm in their convictions, and sees change as a constant. In this role, you’ll advise management on strategic and tactical decision-making, drawing from a deep understanding of our strategy, operating model, and enterprise architecture — while also bringing a fresh, external perspective. Your work will directly contribute to operationalizing solutions that drive transformation across our organization.

About Business Banking Operations

At Business Banking Operations, we support over 700,000 business clients with their daily banking needs — from opening and closing accounts to managing payments and updating customer information. Each year, we handle approximately:

• 400,000 calls
• 100,000 chats
• Hundreds of thousands of service requests

Our mission is to deliver excellent customer service through a seamless operational organization. Customer satisfaction is our top priority.

Business Banking is structured into six specialized departments (circles), each focused on related customer activities:

Two circles handle customer contact (calls and chats). Four circles manage customer requests:

• Account Opening, Closing & Direct Debits
• In-Life Management & Inside Business Payments (IBP)
• Cards & ART (including business credit cards and legal structure changes)
• UBO & Offboarding (UBO registration and customer offboarding)

These circles are supported by a staff department that provides expertise in data & reporting, risk, finance, and change management.

About Private Banking Operations

Private Banking Account management supports ING’s private banking clients with complex, high‑value banking and wealth-related needs. The focus is on affluent individuals, entrepreneurs, and families, offering a differentiated, high-touch service model within “One Client, One Bank.”

The Account management organization consists of:

• 66 Account Managers
• 8,600 clusters
• 21,500 RGB/CLP relationships

Account Managers act as the primary point of contact for clients, coordinating daily banking services and aligning closely with Private Banking advisors, Business Banking, and Operations. The aim is to provide fast, accurate, and personalized support, combining operational excellence with deep understanding of client needs.
 

About the Role

You’ll be part of the Center of Expertise (CoE) within Business Banking & Private Banking Operations, which consists of four consultants, each with their own focus area.

Your mission: Bridge the gap between change initiatives from the Tribes and the operational reality of our circles. Your success directly improves customer service delivery.

Key responsibilities include:

• Make Tribe-driven changes into actionable plans.
• Ensuring feedback and improvement ideas are effectively communicated to the Tribes.
• Supporting circles in optimizing their processes — from traffic reduction to process improvements.
• Collaborating with management, CoE, and Tribes to define focus areas and develop a roadmap.
• Leading the execution of initiatives and keeping all stakeholders informed.
• Aligning operational planning with ongoing changes.
• Ensuring that strategic and financial objectives are achieved. This includes, among other things, formalizing and steering the financial forecast, as well as initiatives such as sourcing.

Example projects include implementing new digital processes, phasing out legacy systems, and launching new service propositions. You’ll explore possibilities, run pilots, and implement solutions in close collaboration with colleagues and Tribes.

What You Bring

• Broad knowledge of the various channels, with specific expertise in COO
• Strategic, organization‑wide coordination, program and change management, governance and decision‑making, risk and issue management and management capabilities
• A proactive, results-driven mindset — you take initiative and get things done.
• Strong analytical skills and a data-driven approach to decision-making.
• Excellent stakeholder management and organizational sensitivity.
• Affinity with IT and the ability to connect diverse stakeholders — from Circle Leads to IT specialists.
• Creativity, perseverance, and entrepreneurial spirit — you think outside the box and inspire others to adopt your ideas.
• Initiative and influence — you represent our interests and ensure our priorities are heard.
• A customer-first attitude in everything you do.

Your Qualifications

• Bachelor’s or Master’s degree (HBO/WO level)
• Experience with improvement and transformation projects
• Knowledge of banking processes, IT tooling, and service concepts
• Strong analytical and numerical skills
• Fluent in Dutch and English

What We Offer

• A dynamic work environment where you can make a direct impact on our customers
• Competitive salary based on your experience and skills
• Excellent secondary benefits
• Extensive training and development opportunities
• Office location: Leeuwarden
• Flexible workweek: 36 hours

Our Culture: The Orange Code

• You take it on and make it happen
• You help others be successful
• You always stay a step ahead

Interested or Have Questions?

Reach out to Herman Gaarman via Teams or mail.