Daily & Savings Operations Expert

About the Position

Daily & Savings Operations Expert

At ING, we are looking for a talented and enthusiastic Daily Banking & Savings Process Expert to join our COO Daily & Savings Team of COO Products Tribe Spain.

The responsibility of this team is to analyze, monitor, control, and develop the transactional and savings accounts processes. Focused on the end-to-end customer journey, we ensure the proper work of the process and the best customer experience.

As a key member of the team, you will provide knowledge and expertise in the operations area. This means process monitoring, controlling SLAs, managing external providers, process efficiency, customer service, collaboration, and continuous improvement.

Responsibilities

As a Daily Operations Expert, you will:

• Have a deep understanding of the client daily & savings processes, including bankruptcies.
• Implement robust controls and procedures. Be responsible for controlling and monitoring external providers’ flows to detect, prevent, and avoid inefficiencies.
• Ensure that we provide our clients with the best experience. Be committed to ongoing learning and improvement, seeking opportunities to enhance processes, optimize systems, and streamline workflows.
• Create and maintain reports aligned with business and operational needs. Data is your facilitator for decision-making. (Measurement, obtaining operational data, analysis of evolutions, trends, and volumes seeking improvements that increase customer satisfaction and cost efficiency).
• Provide excellent customer service to internal and external stakeholders, addressing inquiries, resolving issues, and ensuring a positive client experience.
• Be responsive, proactive, and empathetic in your interactions with customers and colleagues.
• Collaborate closely with other departments, such as Retail business, compliance, risk management, and technology, to coordinate efforts and address challenges collectively.

Requirements

• University Graduate.
• Previous knowledge of operations and the operative way of working (Forseti, Calidad tool, and client onboarding flows will be a plus).
• Stakeholder management proven experience, in particular external providers management.
• Strong analytical skills.
• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
• Builds partnerships and works collaboratively with others to meet shared objectives and build strong customer relationships and deliver customer-centric solutions.
• Delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Makes good and timely decisions that keep the organization moving forward, creating new and better ways for the organization to be successful.
• Plans and prioritizes work to meet commitments aligned with organizational goals and holds self and others accountable to meet commitments.

We Offer

• Flexible work model: Determine together which days you work from home and which you come to ING MAD to offer your best self.
• Restaurant card: So that thinking about what to have for lunch doesn’t take up your time or your cravings.
• 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: Through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids, etc.
• Free company shuttle: 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 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.

About the Company

We are a team of more than 1,800 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.

Job Application Safety Reminder

We’re seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• 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.
• Check the sender’s email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.
• No payments or banking details will ever be requested: If someone asks for this information, it’s a scam.