Operations Business Lead - Affluents Segment

At ING we are looking for an Affluent Segment Business Lead for COO Your role and work environment: ING Bank is planning to enter the Affluent segment in Spain, a large market serving more than €600b in household wealth and showing a growth rate of 4% annually. ING Spain is in the process of launching a comprehensive new proposition tailored to affluent, digitally savvy customers. As we build this innovative solution, we are assembling a multidisciplinary team to bring ideas into execution and, therefore, we are looking for a talented and enthusiastic COO Business Lead to lead Affluent Segment , joining our COO Leadership Team as part of the COO Products Tribe. How can we stay one step ahead in making ING even more relevant for our customers ? By delivering superior customer value and driving new standards of excellence, we aim to enhance our customers' experiences. We are the team responsible for revamping our business products processes to ensure they are the most loved, impactful, and valued. The responsibility of this position is focused on addressing three main challenges: 1) designing and enabling the operational model for the Affluent segment launching a new value proposition for Affluent customers at ING, 2) provide them with the products and services needed to acquire and engage them, and 3) reshape their current digital and assisted experience to eliminate any friction on their day-to-day activities. Your key responsibilities: Reporting to the COO Products Tribe Lead, as COO Area Lead you will be responsible for: Launching a new value proposition for Affluent customers, focusing on the new operative model, new services and even new tools and services, but also reshaping current processes to provide the best customer experience to our customers on a daily basis. Provide, in alignment with the Affluent Segment Core Team, an operating model, establishing and developing new customer journeys that will allow the business to grow in this regard. These journeys should be reliable, efficient and scalable, focused on providing a superior customer experience. To this end you will also be responsible for leading and defining new tools, SLAs, fast lines etc. as well as modifying current processes to help make our customers recommend our services and products. In particular, lead the new operating model, from implementation, go live and day to day service, improving the current service landscape for affluent customers aligned with the global and local strategy. You’ll be a key player for the design & implementation phase of the affluents program: Define the vision and the new operating model, generate a service and implementation strategy, as well as the assessment of the different solutions that are desired to carry it out. Generate a backlog of initiatives to eliminate any friction with the client, in addition to delivering in a timely manner the necessary requirements for implementation. Coordinate the effort required in other tribes (COO & Retail) as well as COO office and transformation office to ensure that the current processes are adequate to Affluent's customers' needs. You’ll lead the GO-LIVE AND FUTURE DAY TO DAY managing a team of 5-10 members. As Business Lead of a new project-segment-service-channel you have the E2E responsibility for the COO services for the affluent segment. You have to offer ING's affluent customers easy processes, transparent and competitive service as well as products in a cost-effective way. Your objective is to secure the short medium to long term vision of your business. Always supporting your team, helping each and every one of them to develop their talents, inspiring them, fostering collaboration, reaching their full potential. As the business leader of the bank's Private Banking for COO, you will manage 100% of the service team while developing and transforming the operating model and relationship channels, enhancing the client and team experience through the use of the latest technologies. You are responsible for ensuring the quality of the Private Banking Processes by improving processes & making Operations scalable. Your strategic vision & energy to “make things happen” are key to make successful tribe´s mission. You are a transformational leader, inspiring people and helping your team in positive changes You & your team will work alongside Retail and COO business tribe to achieve our commercial goals by providing the best customer experience & satisfaction in the E2E processes. What are we looking for? Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply Smart thinking: being able to connect the dots among all the teams and initiatives, being fast at understanding and creative at solution finding. Project management: leading change and making things happen. Process expertise and coo knowledge, with at least 10 years’ experience in defining and designing operational models and customer journeys. Experience as processes expert & E2E view is a plus. Having a vision and a view on how to innovate to our customers and bring back ING as a differentiator. Customer centric mentality: always putting the client at the center to deliver a differential experience. Data driven, we expect that you bring discussions, scenarios and proposals based on data. Fantastic stakeholder management to listen, understand and align different proposals. Expertise in team management (>3 year) delivering high engagement and high productivity teams. Great at communicating a vision and ambition to other stakeholders. What do we offer? The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details. Check out what is waiting for you Flexible schedule and 100% flexible e-working. Work or e-work? We have a totally flexible model: keeping both our customers and your colleagues in mind, you can choose the one that best suits you all. Restaurant card. So that thinking about what to have for lunch doesn’t take up your time or your cravings. Our house will be your home. In our offices you can find electric mobility solutions, doctor, hairdresser, gym, urban orchard, The Good Service (to help you with your errands) and much more Life insurance. We hope you don't need to use it Health insurance. For you and all your family (spouse/partner and children). Flexible remuneration. In addition, you will enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids… Free company shuttle. It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably. Banking benefits. Special loan or mortgage terms after 6 months working at the bank. And you can benefit from our pension plan after 2 years with us. More health, more sports. Runners club with your own trainer. Clinics with professional, world-class athletes. Physiotherapy service on site. Gympass service. Get to know Us We are a team of more than 1000 people sharing one idea: doing our bit in helping our clients create a better future for themselves , by providing them with the products, services and tools they need to get where they want to go. A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies . And although we are based in Spain, we are lucky to work with international and diverse teams every day across 44 countries . Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you

Location: es, ES

Posted Date: 3/14/2025