Broker Process Specialist

At ING we are looking for Broker Process Specialist

Your role and work environment:

We are looking for a talented and enthusiastic Broker Process Specialist to join our Investment team of Products Tribe (COO Domain)

Your key responsibilities:

You will be part of the COO Investment Products Unit Expert, where we aim to develop and control processes of investment products in a simple and efficient manner, while we have a lot of fun!

Within this expert team you will be a Broker Process Specialist, so you develop and control processes of brokerage; focused to the E2E Customer Journey, from the acquisition - onboarding phase of a brokerage client and continue in the customer experience with the purpose to handle day to day operations, process, and delivery for our retail customers. You aim at improving the efficiency process performance and identify opportunities to better serve and delight customers in the brokerage end to end processes.

You will lead the path to manage our brokerage processes with two main angles to it (1) run existing business from an end-to-end perspective, covering all the different broker angles: IT systems, functionality range for the day-to-day customer transactions, measuring relevant KPIs, process tracking and holding an active connection with business and customer teams to boost broker business.

(2) thinking long term and beyond: definition of strategy to transform the investment product processes through integration new technologies into day-to-day work, as IA tools, to improve efficiency and scalability, with special focus on incorporating new trends and functionalities that continue to make our proposition differential in the market.

All this with maximum protection to the customer and looking for being the best in class in the demanding regulatory framework (CNMV, but not limited to)

You will report to the COO Investment Products Area Lead.

As a Broker Process Specialist of the Investment Products unit expert you are responsible of:

• Customer Experience: Provide the best customer experience by challenging current operational processes and designing, mapping, constantly improving the customer journey through an end-to-end operational process view.
• Digital Strategy: As expert in digital experience, be proactive in the identification of new capabilities in our digital platform to engage our customers and increase efficiency of our processes bringing the best experience in the moments of truth.
• Operational excellence: Investigate standard incidents using current regulatory and compliance processes, systems and procedures and in collaboration with business and customer teams, take action to ensure simple and robust processes to guarantee the maximum protection to the customer and looking for being the best in class in the demanding regulatory framework.
• Data fluency: Comprehend, define, select, and analyze data to gain insights that enhance the decision-making process. Responsible to obtain operational data, measurement relevant KPIs, analysis of evolutions, trends and volumes seeking improvements that increase customer satisfaction and cost efficiency before and after any implementation.
• Product / partnership relations: fluent collaboration and day-to-day teamwork with partners and suppliers steering and managing our functionalities jointly to track processes of external provider, detect opportunities and propose improvement measures that establish the effectiveness of the actions before and after any implementation.
• Agile Delivery: Translate business needs in requirements for the implementation in the IT and change cycle. Prioritizing based on value delivery for our customers in short cycles, defining a first MVP and improving with the feedback gathered. Strive for efficiency, reduce complexity in our definitions, pursuing for innovative solutions. Manages dependencies, non-financial risk awareness and impediments.
• The ability to integrate AI tools into day-to-day work to improve efficiency and scalability.

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead displaying the following behaviors:

• Ability to display flexibility to teams and adapt plans, approach and behavior to the different needs and situations.
• Ability to take on the responsibility, steer strategy and realizations based on facts and data.
• Strong resilience: ability to navigate through ambiguity.
• Negotiation skills.
• Proven program management, planning & organizational skills.
• Passionate about innovation.
• Clear communications skills (written and oral).
• Ability to work on an international level.
• Excellent oral and written English skills.
• Team player
• Loving to collaborate with different people.
• Able to work in an autonomous way and to take initiative.
• Making things happen thanks to your ‘can do’ attitude.

Proven track record and technical skills

• University degree;
• 5+ years’ professional experience in brokerage from the operational side
• Advanced office, mainly with knowledge in Excel and Power Point;
• Strong command of written and spoken English.
• Some experience in regulatory context around brokerage

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

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

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, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to 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 our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

Get to know Us

We are a team of more than 1800 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

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!

At ING, you belong just as you are. We hire and support people for their talent and potential — and we know that when you can be yourself, you do your best work.

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• Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.
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