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Retail Operations Lead 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:


As the Retail Operations Lead you create opportunities for your chapter employees to reach their full potential and encourage team development. You create a culture in which employees take responsibility, help each other to be successful and remain a step ahead.


You manage the performance review process for your chapter colleagues. 


You work for 60% of the time in the CJE field: You have an end-to-end responsibility for the development, management and phasing out of products and services with a view to achieving an optimum customer experience.


You discuss the chapter's resource planning and development needs with the PO/AL. Encourage knowledge sharing and the application of standards within the field.




Your key responsibilities:



As CJE Chapter Lead you:


Work closely together with colleagues with different expertise in self-steering teams with the aim to create even more added value for our internal and external customers

Be a regular squad member and continue to apply your specific expertise to your squad’s backlog

Positively contribute to the vision in your area, introduce and nurture innovation within it

Coach and empower people to take initiative and propose solutions

Make people move forward and develop skills and attitude

Evaluate our way of working with the aim to continuously improve



What are we looking for?


a leader of our Orange Code culture displaying the following behaviours:


Driven and customer focused, loving to collaborate with different people

Able to motivate, empower and stimulate people

Analytical minded and solutions oriented

Challenge business and take decisions

Knowledge of fraud with a strong helicopter view on the tribe activities and able to challenge and motivate


You will take 40% of your time for the following responsibilities:


To manage, coach, inspire, develop, evaluate and assess employees.

To create the required environment and enable employees to do their jobs well, both now and in the future.

To keep expertise related to the work field up to date (both capabilities and competences)

To proposes training/courses, professional literature.

To play a role model to generate curiosity of your team towards other domains of expertise

Together with the Product Owner and Agile Coach, you help others to be more successful by focusing on craftsmanship, improving and sharing the Way of Work, and creating a high performing team



Proven track record and technical skills


Master or bachelor’s degree with a minimum of 7 years of experience.

Driven and customer focused, loving to collaborate with different people

Proven planning & organizational skills

Clear communications skills (written and oral)

Passionate about innovation and new market trends

Able to work in an autonomous way and to take initiative

Making things happen thanks to your ‘can do’ attitude

Problem solving mindset

Ability to work on an international level.

Managerial experience within an agile organization, and inspiration to continuing working in this matter.

Strong analytical skills

Strong people management skills

Excellent oral and written English skills



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 remuneration.

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.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to work comfortably.


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