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Process Management Specialist en Madrid

Descripción del empleo

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:

We believe in the value of bringing inspiration and craftsmanship to improve performance and to deliver on our strategy with integrity. Within the COO, the “E2E Process Management & RPA” is one of the Centers of Expertise with the clear purpose to “Be an strategic partner of all ING business (Retail, Wholesale Banking, IT & Support), steering  the organization towards and E2E Vision; designing processes compliant by design, improving our customers experience, simplifying our flows, connecting the full organization and measuring our E2E Process Performance to improve cost-efficiency and achieve operational excellence”

 What “E2E Process Management & RPA” Expert Team does:

  • E2E Vision Gatekeeper; to improve customers experience, simplify our flows and connect the full organization
  • Deploy Process Management Governance;
  • Design compliant E2E processes;
  • Ensure and monitor E2E process performance to improve cost-efficiency and achieve operational excellence;
  • Run improvement initiatives;
  • Develop, introduce and run process management infrastructure across ING Spain;
  • Support transformation programs in design and execution;
  • Support the implementation of ING policies and requirements in E2E processes;
  • Support the design of controls in E2E process;
  • Develop, introduce, and run tooling to support the design, execution and improvement of E2E processes in ING


Your key responsibilities:


As Process Management Specialist you’ll work across different process domains to positively impact our  by enabling efficient execution. Your craft will be focused on stakeholder management, problem solving and driving meaningful business and organizational impact.

You’ll work closely with Process Leaders, P&L Owners, Tribe Leads, Expert Leads, across all the bank, to ensure and E2E vision, improve customers experience, simplify our flows, and connect the full organization.

What you’ll be doing:

  • Provide proactive thought leadership across the organization, with bias towards action and the ability to contribute to the overall E2E strategy and direction
  • Help scale the Process Management Governance and build a culture of E2E process efficiency across all the bank
  • Help execute the Expert Team’s purpose and serve as conduit for operational effectiveness and efficiency across the organization
  • Enable ING to achieve operational excellence through the creation and monitoring of E2E Process Performance
  • Drive Process Improvements, leads and supports process redesigns from a methodology and Project Management perspective. Support Process Leaders and Profit & Lost Owners to evaluate and decide on the initiatives to execute
  • Build relationships with stakeholders across the organization, which enable the E2E strategy execution
  • Serve as a mentor to instill GPM methodology, framework & standards across the different areas of the bank
  • Drive impactful improvements for ING customers through data guided decisions and business acumen

What are we looking for?


  • 5+ years in process management/process business analysis/project management in a customer support environment with demonstrated impact
  • 3+ years of relevant experience in technology, customer experience, business, and/or process improvement management
  • Demonstrated experience in BPM tools for process mapping
  • Demonstrated experience driving high-complexity projects & deploying Transformation Frameworks 
  • Highly flexible and adaptable to meet the evolving needs of a fast-paced organization
  • Strong communication skills. You have the ability to effectively communicate across various levels of the business (from senior leadership to customer support agents). 
  • High empathy and relationship building skills to understand customers and agents. Ability to make an impact through inspiring and energetic leadership that leads teams through change.
  • Ability to display style flexibility to teams and adapt plan, approach and behavior to the different needs and situations
  • Ability to simplify complexity and drive operational excellence
  • Ability to foster a data-informed decision-making culture
  • Fluent in English
  • Proven experience or strong affinity with the ING Agile Way of Working

Nice to haves:

  • Experience working with regulatory agencies, risk management, compliance, and audit functions.
  • Lean Six Sigma Green Belt or Black Belt Certification.
  • Experience in project management, analytics and/or quality assurance.
  • Master´s degree in business and/or finance.







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: keeping our customers in mind, and also your colleagues, 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 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.


Información extra

Tipo de contrato
Tiempo completo
Carnet de conducir
Carta de motivación

Madrid | Tiempo completo