Account Operations Manager en Madrid
ING
Madrid, ES
hace 22 horas
source : StudentJob

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 /

KeyResponsibilities

  • 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 /
  • Requirements

  • 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
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