Delivery Manager is a person identified to have the knowledge, skills, and experience in operations management. The primary objective/goal of the Delivery Manager is to oversee and ensure a consistent high service performance delivery of the KYC services to the stakeholders through capacity planning and monitoring, data analytics, process refinement and evaluation of customer feedback to address issues/improve quality of processes.

Has extensive experience in managing people and has a moderate to extensive level of experience in managing managers. Manages an operational department. Accountable for the performance and results of the department which executes multiple operational processes for a functional area at a medium to complex level of complexity. Ensures compliances with the rules and procedures that are prescribed by Risk and Compliance. Responsible for the internal and external audits. Manages and responsible for the departmental budget. Acts as a coach and mentor for the team leads and is responsible for the development of the department. Accountable for department plans, process and change management, business priorities, resource allocation and policy formation. Decisions are guided by resource availability and functional objectives. Is a team player who is able to work in a dynamic and changing operational landscape with different stakeholders, most of them situated abroad. Department provides services to locations in multiple time zones and resource planning must be flexible and/rotating. Has a competent proficiency level of the processes and products and understands the complex process environment to ensure maximum efficiency. Receives general guidance and oversight from their reporting line. Understands the mission and vision of the company and how the department contributes to that. Acts in line with ING rules and policies. Capable to act as POC when the Director is absent.