Beingan innovative bank is just possible if every person working within ING is areal innovator. This is how we are now, a 1100 professionals bank, 1100 ways ofthinking and improving every day.
However,we share a mindset and a way of working, based on the behaviours and valuesthat make us grow personally each day.
Weoffer you to be part of a highly professional and engaged team, that workseveryday as the key engine for ING’s growth and success.
Thisis why we offer you the latest technological progresses, to make easier andbetter not only your day to day, but also the people who trust us.
Weoffer the position of Customer Operations Manager withinthe Operations Retail Area of ING Spain & Portugal.
TheCustomer Operations Manager has the responsibility to coordinate severalactivities related to the customer value chain and client data management andperform some activities as first line of defense in Operations.
Support thebusiness defining and monitoring onboarding and servicing processes linked tothe daily Banking products in an efficient way.
The team manages the onboarding anddocumentation processes overseeing a wide range of products like currentaccounts and time deposits.
The team has some responsibilitiesto perform financial economic crime mandatory controls in the onboarding phaseof Daily Banking products.
It also plays a central role in projects related toimproving and developing them.
Customer administration activitiesfor products and services linked to the current account.
Management of clients data accordingto privacy law
Manage customers’ requests fromphysical and online channels on the relevant activities performed in anefficient way and within defined SLAs.
Keeps track of performance metrics,taking corrective actions and implementing solutions that bring onboarding andservicing processes performance to the next level;
Define SLAs and controls outsourcers’performance for those suppliers involved in the onboarding processes
Manage the cost of onboarding andcontrols keeping the right balance between providing an outstanding customerexperience and controlling the cost of the processes;
Oversees the analysis anddevelopment of projects impacting on the activities covered.
Fluent English and Spanish
Understanding of AML and fraudregulations
Experienced in performancemanagement. Capable in understanding process shortcomings and set up keyperformance indicators to measure improvements
Previous experience in OperationsConsulting and / or Lean Six Sigma methodology
Experience leading change anddeveloping high performance teams
Experience in tenders and bids toselect best in class suppliers
Experience in a digital environmentand knowledge of Agile methodology are a plus
Ability to interact with ITstakeholders to ensure smooth, design and implement of system changes
Hands-on attitude, not afraid to getinvolved in front line work in order to get the job done and better understandthe business
Strong analytical skills and problemsolving abilities