Senior Consultant - Mandarin Speaker

Key Responsibilities/ Capabilities

Client Service Leadership & Stakeholder Management

• Act as a primary point of contact and escalation partner for complex client service matters across APAC
• Build strong relationships with regional stakeholders, front office, and global partners, ensuring alignment and effective collaboration
• Provide expert advisory on ING channel capabilities, onboarding solutions, and service optimization
• Lead client engagements, demos, and solution discussions with a consultative approach

Operational Excellence & Service Delivery

• Drive end-to-end ownership of client service operations, ensuring high standards of accuracy, timeliness, and compliance
• Identify and implement process improvements, automation opportunities, and control enhancements
• Proactively manage risks, issues, and escalations, ensuring timely resolution and mitigation
• Champion best practices and standardization across processes and regions

Project & Transformation Leadership

• Lead and deliver strategic initiatives (e.g., migrations, digitalization, service enhancements, and change programs)
• Manage project scope, timelines, dependencies, and stakeholder expectations
• Provide structured updates to senior stakeholders, including risks, progress, and key achievements
• Drive continuous improvement initiatives aligned with regional and global transformation priorities

Governance, Risk & Compliance

• Ensure adherence to global policies, procedures, and regulatory requirements
• Support Internal audits and reviews by providing accurate documentation, analysis, and insights
• Strengthen controls and governance frameworks within client service delivery