Head of Customer Operations
Pubblicato il 26-10-2026 - Ing in Lombardia
ING Bank N. V. is looking for a Cards Operations Manager Activities : Contribute to the development and continuous improvement of the end-to-end operating model for ING payment card products, covering debit, credit, prepaid and business cards across their full lifecycle. Govern the operational value chain for card issuance, activation, maintenance, blocking, replacement, disputes, chargebacks, compromised cards and customer servicing, ensuring clear ownership and effective execution.
Oversee the control environment, reconciliations, service requests, exception management and remediation of material data or processing misalignments. Monitor service quality, volumes, backlogs, incidents and operational performance through data-driven governance, advanced analytics and AI-enabled insights, translating evidence into operational priorities and measurable improvement plans. Coordinate with Product, IT, Data, Risk, Compliance, Anti-Fraud, Customer Care and other Operations teams, ensuring that operational requirements and the responsible adoption of AI are considered in process changes, regulatory initiatives and card-related programmes.
Manage the governance of external providers and processors, including service reviews, SLA/KPI performance, escalations, resilience and continuity requirements.
Responsibilities : Provide visible and inclusive leadership to Cards Operations, setting clear priorities, allocating capacity effectively and building the capabilities required for sustained performance. Hold end-to-end accountability for the integrity, efficiency and customer outcomes of card operations, ensuring performance against service commitments, internal policies, regulatory obligations and customer-protection standards. Own the operational risk and control framework,
defining risk appetite-aligned priorities, ensuring control effectiveness and driving timely remediation of gaps, incidents and systemic weaknesses.
Act as the Operations point of reference for card-related matters, contributing operational expertise to cross-functional initiatives, transformation programmes, audits and risk assessments. Maintain the governance framework for Cards Operations, coordinating the resolution of critical incidents, systemic risks and customer-impacting issues, and supporting cross-functional remediation to strengthen operational resilience, protect customers and improve business performance. Contribute to the transformation roadmap for simplification, automation, advanced analytics and AI-enabled operations, identifying valuable use cases and supporting their responsible implementation to improve customer outcomes, productivity, control effectiveness and operational continuity.
Ensure effective governance of outsourced activities and third parties, holding providers accountable for performance, information security, operational resilience, regulatory compliance and exit readiness. Foster a customer-led, collaborative and accountable culture, translating ING values and the Orange Code into day-to-day leadership, operational practices and measurable outcomes, while supporting the development of digital, data and AI capabilities across the team.
Required skills :
Significant experience in cards, payments or banking operations, with a proven track record in team leadership, operational governance and delivery of business outcomes Demonstrated ability to manage critical situations, set priorities under pressure and address significant operational, customer and reputational impacts Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable discipline Fluency in Italian and strong command of English, both written and spoken Deep knowledge of payment-card operations, the end-to-end card lifecycle, disputes and chargebacks, fraud-related processes, operational risk, controls and third-party governance Strong understanding of card-processing and banking platforms, combined with practical AI literacy and experience using analytics, automation and generative-AI capabilities to enhance operational decision‐making, service quality and productivity Strong leadership, influencing and communication skills, with the ability to collaborate effectively with Operations, Product, IT, control functions and senior stakeholders around shared priorities Strategic, data-driven and AI-enabled mindset, with the ability to identify practical use cases, assess value and risk, and translate operational evidence into clear priorities and measurable improvements Sound understanding of responsible AI principles, including data quality, model risk, explainability, privacy, human oversight and regulatory considerations in a banking environment Proven ability to navigate ambiguity, exercise sound judgement and manage effective escalation and coordination across complex organisational environments Contract offer: Working conditions : Permanent employment contract Working hours: Ful