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Senior Service Manager – oversee global service management, contracts, and SLAs for ING Hubs PH.
Lead contract drafting, compliance, and drive continuous improvement across banks worldwide.
Senior Service Manager - CDO
Makati City, Philippines
The candidate will play a key role in supporting business teams by developing, organizing, and maintaining all necessary service management documentation and reporting for both new and ongoing initiatives delivered by ING Hubs PH. This role spans a global, bank-wide scope, requiring frequent collaboration with various business partners—making strong communication and stakeholder management skills essential.
As a member of the global TIPM team, the candidate will ensure the proper application of ING’s framework, while also contributing to its continuous improvement and broader implementation across the organization.
Key Skills Required:
- Service Management Expertise: Strong understanding of Third-party risk management principles including outsourcing, service lifecycle, and operational processes.
- Documentation & Reporting: Proficiency in creating structured documentation, dashboards, and reports using tools like Excel.
- Communication Skills: Excellent verbal and written communication, with the ability to engage and influence stakeholders across different levels and geographies.
- Analytical Thinking: Ability to interpret data, identify trends, and provide actionable insights.
- Framework Compliance: Familiarity with risk and control frameworks, and the ability to ensure adherence to global standards.
- Collaboration & Teamwork: Comfortable working in a global team environment, contributing to shared goals and continuous improvement.
Key Responsibilities
Contracting:
- Lead the drafting, review, negotiation, and finalization of contracts with service and outsourcing owners.
- Ensure all contracts comply with applicable legal and regulatory requirements.
- Maintain a comprehensive and accurate repository of contracts and related documentation.
- Monitor contract performance and manage key lifecycle activities such as renewals, amendments, and terminations.
- Act as the primary point of contact for all contract-related inquiries and issue resolution.
- Serve as a Subject Matter Expert (SME), providing guidance and support on contract-related matters across the organization.
Service Management:
- Establish and manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and high-quality service delivery.
- Collaborate with internal teams and stakeholders to coordinate timely and effective service execution.
- Handle service-related escalations by identifying root causes and directing issues to the appropriate Points of Contact (POCs) for prompt resolution.
- Champion continuous improvement initiatives aimed at enhancing service processes and customer satisfaction.
- Prepare and present service performance and contract compliance reports during regular service review meetings with stakeholders.
- Oversee data governance activities to ensure accuracy, consistency, and compliance with internal standards.
- Support service and outsourcing owners in fulfilling outsourcing due diligence requirements.
- Act as a Subject Matter Expert (SME) on the ING Outsourcing Framework, providing expert guidance and ensuring alignment with global standards.