Business Analyst en Madrid

This is Us.

A team of more than one thousand people sharing an idea: doing our bit in helping our clients create a better future for themselves, providing them with the tools they need to get where they want to go.

In today’s world, we know this happens because we are a fully online bank. We were born out of that idea and 20 years on, technology, simplicity and transparency continue to be the ingredients of the recipe that leaves the best taste in our mouths: being more than just a bank, someone useful in the lives of the millions of clients who have chosen us.

The way we do things also mirrors our eagerness to innovate. We are proud to be one of the very first banks to work with agile methodologies. It doesn’t ring a bell yet? No worries, we will be delighted to tell you all about it. You will find it’s one of those things you’ll want to repeat over and over.

And although we are based in Spain, we like to cross borders. We are lucky to work with international teams every day across 44 countries, composed of women and men as equal as they are diverse. Because here you are completely free to be who you want to be, love whomever you choose, and even go for pineapple as your pizza topping.

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!

Your role and work environment:

You have an end-to-end responsibility for the development, management and prioritization of the Payments platform & Payments regulatory and Sustainability retail Ops squads.

You are passionate about improving the client experience (both, internal and external) and have a broad knowledge on ING products, services, channels and local market. 

You work in the Retail Ops department in Spain together with other experts, guiding the IT team in order to understand the expectations, goals and priorities of the business, and translating the business and operational requirements to the technical team. 

You possess expertise in the areas of product/Service management, business monitoring, channels, process optimization and functional requirements, and also negotiation abilities and strategic business view.

You will initiate and drive change, working closely with customers and key stakeholders on vision, strategy and the road map.

You are a team player, leader, motivator. You are actively involved in the maintenance, development and realization of (new) services & functionalities.

As an expert, you will deliver all the necessary business know-how and skills within the Squads to realize the shared purpose.

As a Customer Journey Expert (Operations), you will report to the Chapter lead of the Ops4Ops tribe.

Your key responsibilities:

• Reporting to the Ops4Ops Chapter Lead you will have an end-to-end responsibility for the development, management and prioritization of a retail ops squad  supporting all the payments functionalities , regulations and new initiatives (SEPA and SNCE), as well as payments platform functionalities, regulations and new initiatives.
• As a key member of the squad, you will provide a broad knowledge on ING products, services, channels and local regulations.
• You support the Head of Retail Ops in the creation of the vision and strategy for the payments services as well as the execution of overall Operations area goals.
• You represent the voice of the customer (External and internal), put yourself in customers' shoes, assess the wishes and needs of customers and anticipate on this, and focus continuously on improving the journeys we are offering .
• You will be responsible for the definitions of ready and done, and acceptance criteria for user stories in coordination with the IT team.

• You lead the solution design for the operations services related with payments schemes functionalities , regulations and new initiatives (SEPA and SNCE), as well as the payments platform functionalities (content, stakeholders, deliverables, planning ...) with the aim to provide a differentiating experience for ING's customers at optimal value and profitability for ING
• You are responsible for improving the service with an end-to-end mindset, for the day-to-day performance, for building reliable business operations and services, and for connecting it with internal or external parties.
• You work with Risk, Compliance, and Legal stakeholders, to make sure our products and services comply with regulation and policies.

What are we looking for?

A leader of our Orange Code culture displaying the following behaviors:

• Support and promote Agile transformation in your squad and at Tribe level according to new way of working defined the organization and CTO. 

• Own a master or bachelor’s degree with a minimum of 7 years of experience.
• Have proven experience in Operations, specially within the payments and/or swift services scope including value proposition design, performance monitoring and profitability improvement.
• Be able to tell the story and communicate clearly (written and oral) to various international stakeholders (advanced English is required)
• Be able to think in strategic terms, linking current events, business strategy and a long-term vision.
• Have strong analytical skills and take decisions based on data and facts.
• Have strong problem analysis and judgement skills (recognize key information, problem identification, research, various methods of analysis, establishment of connections, etc.)
• Be able to lead complex programs, setting clear roadmaps and solving impediments.
• Be a team player, stimulate cross-border interaction and alignment between people, Tribes, Squads, Chapters.
• Be curious, passionate about innovation and stay on top of trends and developments within the lending and housing markets.
• Are creative and a pro-active out-of-the box thinker who likes to work in a multidisciplinary team in an agile environment.
• You give and ask for constructive feedback.

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 fill you in every way, and that is why we take care of even the smallest detail.

Check out what is waiting for you!

Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: choose the one that best suits you.

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 in your arrangements) 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 retribution.

In addition, you can enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids…

Free company shuttle.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And 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.