Il processo di selezione sarà interamente gestito ING.

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ING Bank N.V. is looking for a Cards Manager Operations

### Lead the day-to-day operational management of ING payment card products across their lifecycle, including debit, credit, prepaid and business cards.

- Coordinate operational processes for card issuance, activation, maintenance, blocking, replacement, disputes, chargebacks, compromised cards and customer requests.
- Oversee operational controls, reconciliations, service requests, exception handling and the remediation of data or processing misalignments.
- Monitor service quality, volumes, backlogs, incidents and operational performance, translating data into clear management reporting and improvement actions.
- Work closely with Product, IT, Risk, Compliance, Anti-Fraud, Customer Care and other Operations teams on process changes, regulatory initiatives and card-related projects.
- Manage operational relationships with external providers and processors, including service reviews, SLA/KPI monitoring, issue escalation and continuity requirements.

### Provide people leadership, set priorities, allocate capacity and support the professional development of the Cards Operations team.

- Ensure card operations are executed accurately, within agreed service levels and in line with internal procedures, regulatory requirements and customer-protection standards.
- Own the operational risk and control framework for the area, ensuring controls are performed, evidenced and improved when gaps or incidents emerge.
- Act as the main operational point of contact for card-related topics, representing Operations in projects, audits, risk assessments and management forums.
- Drive root-cause analysis and sustainable remediation of incidents, recurring defects, customer-impacting issues and operational inefficiencies.
- Sponsor simplification,



automation and data-driven process improvements while maintaining effective fallback and business-continuity arrangements.
- Promote a customer-focused, collaborative and accountable way of working, aligned with ING values and the Orange Code.

### At least 5 years of experience in cards, payments or banking operations, including coordination or people-management responsibilities

- Ability to manage critical situations through good decision-making skills
- Degree in Economics, Finance, Business Administration, Engineering, Law or a comparable field
- Fluent Italian and a good command of English, both written and spoken
- Strong knowledge of payment-card operations, end-to-end card lifecycle, disputes and chargebacks, fraud-related processes, operational risk, controls and third-party governance
- Knowledge of card-processing and banking platforms; Experience with reporting and data-visualisation tools is an advantage
- Strong leadership, stakeholder-management and communication skills, with the ability to work across Operations, Product, IT and control functions
- Data-driven mindset, structured problem solving and the ability to turn operational evidence into clear decisions and priorities

* Contract offer:

- **Permanent employment contract
- **Full time (37 hours per week)
- **Milan (hybrid)
- **Variable remuneration**: in line with the applicable remuneration policies (with a target based on the role, outcomes linked to the Group, Business line/function and individual performance)

That said, we believe talent goes beyond any framework:



your total reward package will be tailored to reflect your unique experience, skills, and potential, ensuring we fully recognize the value you bring.

### The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

- Flexible Smart Working
- Competitive base salaries and performance-based bonuses
- Meal vouchers and corporate restaurant and bar
- Pension fund and welfare plan
- Diverse cultures & Innovative mindsets
- International Environnent and Talent Program
- Lots of training development opportunities to help you grow
- Lots of moments dedicated to physical and mental well-being
- And of course, we can’t forget free water & coffee at the office!

- ## You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible lavoro da remoto model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional. Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.
- Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.
- ## We’re seeing an increase in fraudulent job offers. Apply only via official ING platforms: ING uses **Workday** as its internal recruitment system. Check the sender’s email carefully: legitimate communication will always come from: @ing.If you suspect suspicious activity, report it immediately.

📌 HYBRID Business Operations Manager (Milano)
🏢 Ing
📍 Milano