Project Manager Operations & Customer Care

• REQ\-10115319


• 21/05/2026


• Customer Operations


• Milan, Italy


• ING Bank

The resource, reporting to the Head of Head of Project Operations \& Customer Care, will be responsible for

the evaluation, organization, implementation and monitoring of the Projects / CRs of the Operations \&

Customer Care area, to guarantee their release in compliance with time and costs and, at the same time,

monitor the expected benefits and any deviations by actively proposing related remediation actions.

Key Responsibilities

• Implement Project Management practices in accordance with existing project governance rules


• Determine project staffing by involving internal areas and managing external vendors where necessary


• Develop and maintain the project schedule / CR


• Involve stakeholders to determine the cost of the project / CR and have it approved by the parties involved


• Plan (Forecast), manage and monitor costs for the entire duration of the activity


• Promote effective communication between project team resources


• Organize the decision\-making and operational committees through which the project / CR control process

is periodically carried out (CR Board, Steering Committee, Work Progress Status, etc.)

• Promote all measures aimed at preventing risks and managing issues


• Produce relevant documentation and project monitoring reports


• Proactively identify the project needs of the Operations \& Customer Care area to create the CR baseline to

be implemented in line with the area's objectives

• Guarantee high quality standards, in achieving project / CR KPIs in alignment with Governance

Requirements (Educational Qualifications, Work Experience, Technical, Language and other Specialized skills):

 Master degree in Economics or Management Engineering or similar

 3/5 years’ experience in Project Management roles preferable within Banking Industry

 PMO certification is a plus

 Experience in working in Agile is a plus

 Proven experience in working in a complex and international environment

 Proven experience in dealing with third parties

 Deep knowledge of Banking Operations and Processes Is a plus

 Fluent in English (written and spoken)

 Strong stakeholders management at the senior level

 Excellent interpersonal skills with internal and external

 Excellent negotiation skills
Location: Milan (hybrid)

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working 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.

\#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

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

• Super flexible smart working


• Competitive base salaries and performance based bonuses


• Diverse cultures \& Innovative mindsets


• International Environment


• Commitment to sustainability


• Lots of training development opportunities to help you grow


• Lots of moments dedicated to physical and mental well\-being


• A special day off when it is your birthday: we call it \#doyourbirthday!


• And of course we can’t forget: free water \& coffee at the office!

Our Commitment

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.

Job Application Safety Reminder ️

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.


• Check the sender’s email carefully: legitimate communication will always come from: @ing.com and/or @myworkday.com


• No payments or banking details will ever be requested. If someone asks for this information, it’s a scam.

Questions? Just ask

Veronica Furio

ING’s vision is to unlock our people’s full potential through our inclusive culture where everyone has the opportunity to develop and have impact for our customers and society. To achieve this vision, our policies support diversity, equity, and inclusion. As an equal opportunity employer, we do not tolerate discrimination of any kind with regard to age, gender, gender identity, cultural background, experience, religion, race, ethnicity, disability, family responsibilities, sexual orientation, social origin, or any other status protected by applicable law. If you require any assistance or if we can accommodate you in any way when participating in our application and/or interview process, please email the recruiting contact listed for the relevant position. We will be happy to work with you to ensure a fair and accessible process. Read more about our commitment to diversity, inclusion and belonging here.

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