Process Management Expert

At ING we are looking for Process Management Expert

Your role and work environment:

We are looking for a talented and enthusiastic Process Management Expert to join our Process Management Team of Operational Control & Resilience.

The responsibility of this team is steering ING towards an 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 efficiency, digitalization and sustainability of our processes and achieve operational excellence and our way of working is believe in the value of bringing inspiration and craftsmanship to improve performance and to deliver on our strategy with integrity.

Your key responsibilities:

As a Process Management Expert, you will work across different process domains to positively impact our mission 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 Tribe Leads 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 Process Management 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?

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!

• 4+ years in process management/process business analysis/project management in a customer support environment with demonstrated impact
• 2+ 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

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.