ING Hubs Philippines Leaders – Marie Antonette Valenzuela, Head of HR; Lana May Macapagal, Head of Communication, Branding, and MarComm; Rhea Aparicio, Head of Talent and Learning; Roy Cuesta, Wholesale Banking Center of Operations Lead; Franz Zoehrer, Chief Financial Officer; Hazel Zaide Delos Santos, Country Manager; Laarni Jumaani, Sr. Lead HR Business Partner; Aicel Mior Alcantara, Performance and Rewards Lead; and Roger De Guzman, Branding and Advertising Expert.
In global banking today, capability hubs are no longer tucked-away backrooms. They are the loud, relentless engines of transformation—where client service evolves, operations are rebuilt, risk oversight is sharpened, and the next wave of technological change is shaped every day. In 2025, one of the clearest examples of this shift emerged from ING Hubs Philippines, now recognized as one of ING’s most capability-rich and dependable global sites.
“2025 was a defining year for ING Hubs Philippines,” said Country Manager Hazel Zaide Delos Santos. “We raised the bar across our capabilities, our culture, and our impact—proving that world-class can be built from Manila.”
Much of that momentum came from its push toward automation and AI. By redesigning core processes, tasks that once consumed half an hour now finish in seconds, dramatically reducing risk and freeing up teams for higher-value work. New AI tools were piloted to simplify content creation and data analysis, all with human oversight at the center. “Automation didn’t replace judgment—it gave time to use it,” one team member shared. “Now we focus less on repetition and more on solving real problems.”
The pace of learning rose just as sharply. More than 5,200 employees completed 120 new skills programs covering digital fluency, leadership, and future-ready capabilities. The FutureSmarts global upskilling initiative prepared teams for emerging challenges, while leadership tracks—INSPIRE, IGNITE, and LEAP—strengthened managers to lead with clarity, direction, and purpose.
ING Hubs Philippines employees in action—participating in coastal cleanup efforts—demonstrating the organization’s commitment to environmental stewardship and community development.
Early-career programs, including the PEGA Residency, the Graduate Trainee Program, and university partnerships, expanded the talent pipeline. Even non-coders were empowered through Citizen-Led Automation, enabling employees to design their own digital solutions to improve efficiency.
At the heart of ING Hubs Philippines is a workplace where people can grow and truly belong. The organization marked an impressive list of achievements this year, earning Gold for Diversity, Equity & Inclusion and Silver for Workplace Mobility at the HR Excellence Awards 2025, Company of the Year at the PFIP Bahaghari Awards, and its third Great Place to Work certification.
It was also ranked among the Overall Top 3 Graduate Employers in the Philippines by Prosple. These recognitions are reflected in the company’s 8.7 percent attrition rate—far below the 14–18 percent industry average for global capability centers.
Employee communities remain central to its culture. Rainbow Lions and Lioness PH provide safe spaces for LGBTQIA+ and women professionals, while other affinity groups—from sustainability advocates to sports and public speaking clubs—help employees build friendships and purpose beyond their day-to-day roles. “The learning programs gave me confidence to try new tools,” said a recent graduate trainee. “I’m solving problems I wouldn’t have touched last year.”
Industry-leading benefits reinforce this environment of care. Employees receive healthcare coverage for parents up to 80 years old, inclusive benefits for all types of families, and flexible work arrangements designed around real-life needs.
The organization’s commitment extends far beyond its offices. In 2025 alone, ING Hubs Philippines achieved a 23.5 percent reduction in greenhouse gas emissions—more than double its annual target—after transitioning to 100 percent renewable energy. Employees helped divert 8,900 kilograms of textile waste, planted over 20,000 trees, and donated 95 units of blood through the Philippine Red Cross.
They also provided 150 laptops to support public schools, joined coastal cleanups, and built a child-friendly reading nook to promote early literacy. Using ING’s proprietary ESG tracking tool, employees collectively helped avoid or remove 1.17 million kilograms of CO₂ this year, exceeding the engagement target and reinforcing ING’s commitment to environmental responsibility and resilient communities.
As 2026 approaches, ING Hubs Philippines is preparing for another year of growth, strengthening its capabilities in risk, technology, and transformation, and exploring the responsible adoption of GenAI. Its long-term House of Strategy—anchored on People, Transformation, and Sustainability—continues to guide its expansion and define its global contribution.
The mission remains clear: invest in people, embrace change, and create positive impact in Manila and across ING’s international network. Those who want to be part of this journey may explore opportunities at careers.ing.com/en.