Customer Journey Expert | Business Analyst | IPA Business Support @ING Hubs Romania
Core
Enhance end-to-end customer experience for financial risk and trading systems by acting as the voice of the customer, providing functional support, and leading project testing initiatives.
Role type
Customer Journey Expert (Business Support)
Builds
Real-time and batch calculations of financial risk metrics and simulations (XVA, PFE, Value at Risk, Expected Shortfall, Bilateral Margining, pre-deal derivatives Pricing) for global dealing rooms and risk managers.
Domain
Financial Markets / Treasury / Risk Management
Deliverable
client delivery
Required skills
Financial Markets and Treasury product knowledge, Risk management concepts, Stakeholder management, Project testing coordination, Change management, Post-production support, SLA negotiation, Root cause analysis, Workflow optimization
Preferred skills
Python programming, Cloud management (Google Cloud Platform), Shell scripting, Automated workflow orchestration, Agile/Scrum methodologies, Backlog management (Azure BLM), CI/CD tooling (Azure DevOps)
Technologies
Google Cloud Platform, Azure BLM, Azure DevOps
Responsibilities
Build and maintain relationships with key stakeholders (Trading, Risk Management, IT) to understand challenges and opportunities; Act as the voice of customer needs to ensure concerns are addressed; Empower financial risk and trading teams with functional support on pricing, risk management, and position keeping systems; Lead and coordinate project testing initiatives across squads; Combine market and system knowledge to lead change initiatives and provide post-production support; Accumulate and document knowledge on end-to-end customer journeys; Collaborate with cross-functional teams to align strategies; Lead, guide, and inspire others in specific areas focusing on stability and reliability; Negotiate and monitor SLAs for system stability; Lead root cause analysis for critical incidents; Drive continuous improvement initiatives by streamlining workflows.
Seniority
Mid-Senior, hands-on IC