ING has been a frontrunner in the banking industry for more than a century and aims to become 'one global ING' that delivers a consistent customer experience to all its customers across the globe. The bank has taken the first big step towards this ambition by uniting its two biggest countries – the Netherlands and Belgium. The project aims to create a single operating model across the border, with simpler, standardized processes and integrated activities that will improve operational efficiency and agility. While everyone acknowledges that mergers and acquisitions are an essential part of scaling an organization's impact, however, these are usually executed in a very top-down, waterfall-ish approach. Typically such initiatives don't embody any agile values or mindset. As a leader driving this change, Rocky will narrate the story of merging 2 agile organizations with more than 8000 people's workforce. He will share his experience on how the two countries are joining forces, pooling talent plus creativity to deliver one set of customer journeys on an integrated platform, that will result in a truly empowering customer experience. More details: https://confengine.com/agile-india-2019/proposal/9683/scaling-enterprise-agility-amidst-cross-border-merger Conference link: https://2019.agileindia.org

1. Scaling Enterprise Agility amidst Cross Border
Merger
Bangalore – 19 March 2019
Rocky Woestenborghs – Head of Advisory Products
Vaishal Gariwala – Head of IT - Lending

2. Who do you have in front of you : Rocky Woestenborghs
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Head of IT for Advisory Products, ING Market Leaders
Rocky Woestenborghs is the heading the IT division of Advisory Products, responsible for ING’s Business Lending,
Consumer loans, Mortgages and investments division for the Netherlands and Belgium.
Rocky comes from a strong technical background and has 18 years’ of IT experience in diverse industries.
The last 12 years he has spent in Banking and worked on multiple different large projects such as core banking
transformations, application renewal, launching of new banking products and services in the market, etc...
Rocky has a strong focus on empowering people and enabling them to grow to better engineers, he combines it
with a pragmatic and down to earth management approach. He has been instrumental in the implementation of the
new way of working incl Agile, Spotify and Dreyfuss model.

3. ING is a global bank with astrong position in Benelux
3
ING isa global financial institution…
INGisa globalfinancial institution withastrongEuropeanbase, offering
retailandwholesale bankingservices tocustomersin over40countries.The
purposeofING isempoweringpeople tostayastepaheadinlifeandin
business.
52,000+employees 38,4millioncustomers
12,5millionprimary
customers
INGBestBankin theWorld2017
(by Global FinanceMagazine)
NetresultofEUR 5,389
mlnin 2018

4. Our shared beliefs about the future
People’s time is precious
They don’t want to spend it on finance
We need to empower people to focus on the important
things in life and business
Products have become commoditised
The only way to differentiate is through experience
Instant. Personal. Frictionless. Relevant.
Digitalisation is erasing borders
Customer needs and expectations are converging across
borders
Data determines relevance
We need to leverage internal and external data to provide
new client solutions and remain relevant in a new world
We need to be where the customers are
Frequency of contact will define the depth of customer
relationships
Capital requirements will drive down returns
We need to find new ways to serve customers without
putting everything on our balance sheet
Ability to leverage new technologies will define
future competitive advantage
Blockchain and Artificial Intelligence will structurally
improve efficiency for those able to harness its potential
4

5. 5
One ING experience built on one global foundation

6. 6
Towards one ING experience worldwide
Model Bank in Spain, Italy, France,
Czech Republic, creating one way to
interact with customers.
Unite ING in Belgium and the
Netherlands.
Improve processes, modernise IT
and extend services beyond banking
at ING in Germany.
Unite ING Wholesale Banking to
offer a seamless and consistent
client experience everywhere.
Continue to improve our local
models in Romania, Turkey, Poland,
Australia and Luxembourg.

7. Unite: We will start with Market Leaders

8. 8

9. Banking products have become commodities
6

11. • How to maintain commercial momentum while transforming
• How to avoid the tendency to move back into waterfall approach
• How to manage a large scale transformation over multiple locations
11
Challenges

12. Title: Head of IT – Lending
Vaishal Gariwala is heading the IT division of Lending, responsible for ING’s Consumer
Lending and Business Lending portfolios. Vaishal in his capacity is responsible to bring
digitization and end to end journeys to ING Lending to but not limited to Private Individuals,
One man company & Micro Companies, Small Medium Enterprises, Mid-Corporates, Private
Banking, Personal Banking and Wealth Management customers.
Vaishal comes from a strong technical background and has worked on multiple different
product based companies in his career. Vaishal also works very closely with Lending Tribe
Leads and his other colleagues to bring the best of an Agile Organization. He has been one
of the instrumental force, to implement Omnichannel Lending Journeys and also building
business and IT organization together.
Vaishal is focused on leveraging technologies such as Front-End Technologies, Cloud, Pega,
Infrastructure Management and Analytics to support business users. He is an advocate for
building software that makes the underlying technology transparent and serves the needs of
the business.
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Who do you have in front of you: Vaishal Gariwala

13. Tribe Lending
4 building blocks and 2 prerequisites
13
+
Instant lending solution (easy lending)
Complex lending solution
Proactive feedback to customers about their
financial performance, benchmark, risk signals, etc.
Effortless self-service of In life Management needs
Safe and Compliant Bank
Excellent customer experience

14. Banking products have become commodities
6

15. Business and IT Transformation
Cultural Transformation
•As part of scaled agility and growing the squad
across the borders we now have squads that
delivered our core Unite values across 3 borders.
•We have Cross Border Squads, Cross Border IT
Areas and Cross border Tribes.
Business & Technical
Transformation
•Engineering theme based on Dreyfus model
•Supported by our SSI partners
•Platform Transformation
•Cutting Edge technology enabling us in modular
Mindset Transformation
•Inclusiveness of all the colleagues under one Tribe
•Scaling teams to distributed agile model to India,
Poland and Romania to facilitate global delivery.
•Creating families and doing multiple team scrums
•Continuously improving and restructuring
organization within the Tribe.
15

16. To succeed we have to collaborate
16

17. Follow us to stay a step ahead
ING.com
YouTube.com/ING
SlideShare.net/ING@ING_News LinkedIn.com/company/ING
Flickr.com/INGGroupFacebook.com/ING