In global banking today, capability hubs are no longer quiet backrooms. They are the roaring engines of transformation, where client service, operations, risk oversight, and technological changes are shaped daily. In 2025, one of the clearest examples of this shift came from ING Hubs Philippines, now among ING’s most capability-rich and reliable global sites. 

“2025 was a defining year for ING Hubs Philippines,” shared Hazel Zaide Delos Santos, Country Manager. “We raised the bar across our capabilities, our culture, and our impact—proving that world-class can be built from Manila.” 
 

Reimagining Work Through Automation and AI

This year, ING Hubs Philippines made work faster and smarter for its employees. By automating key processes, tasks that previously took half an hour now happen in seconds—making processes more efficient and less risky. The teams piloted new AI tools to simplify content drafting and data analysis, always ensuring accuracy through human oversight. “Automation didn’t replace judgment—it gave time to use it,” shared one team member. “Now, less time is spent on repetitive tasks and more on solving real problems.” 

The organization’s commitment to learning remained strong. Over 5,200 employees completed 120 new skills programs, ranging from digital fluency to leadership. FutureSmarts, the global upskilling program, prepared employees for tomorrow’s challenges, while leadership tracks, namely, INSPIRE, IGNITE, and LEAP strengthened leaders to effectively bring direction, inspiration and value. Early-career initiatives—including the PEGA Residency, Graduate Trainee Program, and university partnerships—expanded the talent pipeline. Employees were also empowered to drive digital transformation through Citizen-Led Automation, enabling even non-coders to create solutions that boost efficiency. 
 

A Workplace Where Everyone Can Grow and Belong

ING Hubs Philippines’ workplace is built on trust, inclusion, and growth.  

This year, they celebrated big wins:  

• 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 
• Great Place to Work® certification for the third time in April 2025 

Ranked among the Overall Top 3 Graduate Employers in the Philippines by ProspleThese recognitions affirm the company’s position as a top employer and reflect the strength of the community it has cultivated. This commitment is evident in its attrition rate of 8.7 percent, significantly lower than the 14–18 percent average among Global Capability Centers in the Philippines. 

Employee resource groups like Rainbow Lions and Lioness PH create safe spaces for everyone. Affinity groups—whether focused on sustainability, sports, or public speaking—fosters connection and make work more meaningful. 

“The learning programs gave me confidence to try new tools,” shared one recent graduate trainee. “I’m solving problems I wouldn’t have touched last year.” 

The organization’s benefits lead the industry, offering healthcare coverage for parents up to 80 years old, inclusive benefits for all families, and flexible work arrangements designed to fit real life. 

Creating Impact Beyond the Office Walls

Sustainability remained a top priority in 2025. ING Hubs Philippines achieved a 23.5% reduction in greenhouse gas emissions, more than double its annual target, by transitioning to 100% renewable energy across its offices. Employees spearheaded initiatives that diverted  8,900 kg of textile waste, planted over 20,000 trees, and donated 95 units of blood in partnership with the Philippine Red Cross. 

The organization also provided 150 laptops to support public education, participated in coastal cleanups, and created a child-friendly reading nook to promote early literacy. Through its proprietary ESG tracking tool, employees collectively helped avoid or remove 1.17 million kg of CO₂, surpassing the annual engagement target and reinforcing the company’s commitment to environmental stewardship and resilient communities. 

Growing Together Toward a Global Future

As 2026 approaches, ING Hubs Philippines is scaling up its expertise, strengthening its role in risk and technology, and advancing transformation initiatives, including the responsible adoption of GenAI. The organization’s long-term House of Strategy, anchored on People, Transformation, and Sustainability, continues to guide capability growth. 

The strategy remains straightforward: invest in people, embrace change, and create a positive impact—both in Manila and across the globe.