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? 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 ta

📌 Broker Process Specialist (Madrid)
🏢 ING Hubs Romania
📍 Madrid