Process Management Expert

About the Position

Process Management Expert

At ING, we are looking for a talented and enthusiastic Process Management Expert to join our Process Management Team within Operational Control & Resilience.

Responsibilities

As a Process Management Expert, you will work across different process domains to positively impact our mission by enabling efficient execution. Your expertise will be focused on stakeholder management, problem-solving, and driving meaningful business and organizational impact.

• Provide proactive thought leadership across the organization, with a 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 the bank.
• Help execute the Expert Team’s purpose and serve as a 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, lead and support 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.
• Act as a mentor to instill Process Management methodology, frameworks, and standards across the different areas of the bank.
• Drive impactful improvements for ING customers through data-guided decisions and business acumen.

Requirements

• 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. 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.

We Offer

• Flexible work model: Determine your work-from-home and in-office days together with your team.
• Restaurant card to enjoy lunch without hassle.
• Comprehensive benefits package including health insurance for you and your family, life insurance, flexible remuneration, and more.
• Free company shuttle service with multiple routes to our Madrid office.
• Banking benefits such as special loans, mortgage conditions, and pension plan.
• 360º care of the employee (physical, mental, social connection & purpose).
• Physiotherapy service on-site.
• 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 continuing to develop 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.