About the Role
ING's Global Fraud department protects customers and their finances by preventing and detecting fraud across ING countries. The Fraud Management Services Product Team improves support for customers and colleagues throughout the fraud journey, from suspected fraud through case resolution.
Responsibilities
•Continuously improve fraud management processes and services by simplifying, standardizing, and digitizing customer and employee journeys
•Collaborate with ING countries, primarily Retail countries, to understand local challenges and translate them into scalable solutions for global adoption
•Drive automation and AI adoption to reduce manual work, improve decision-making, and deliver faster, more consistent customer outcomes
•Work with technology, operations, and fraud experts to turn strategic objectives into product improvements and capabilities
•Use data and customer insights to identify opportunities, validate solutions, and measure the impact of changes
•Design workflows, tools, and services that reduce cognitive load for fraud specialists and help them focus on customers and fraud cases
•Own one or more global fraud services and drive adoption, performance, and continuous improvement across multiple countries
Requirements
•Master's degree
•At least five years of experience in product management, product delivery, or a related field
•Experience leading initiatives in complex stakeholder environments
•Ability to translate local needs into scalable global solutions and drive harmonization across countries
•Ability to adapt technical detail to different audiences and design solutions around customer and colleague needs
•Affinity with digitalization, workflow automation, AI, and data-driven decision-making; curiosity about how emerging technologies create business value; customer-centric mindset
•Excellent stakeholder management and influencing skills; ability to align diverse groups and present recommendations to senior management
•Strong ownership, proactive improvement, alignment, and initiative delivery from idea to implementation, with a hands-on approach to measuring impact and improving outcomes
•Growth mindset, continuous learning, openness to feedback, and willingness to help others grow
•Fluent spoken and written English and Dutch
Nice to have: experience in fraud management
Benefits
•25–28 vacation days depending on contract
•Pension scheme
•13th month salary
•8% holiday payment
•Personal growth and challenging work with endless possibilities
•Informal working environment with innovative colleagues
