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
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 versátil 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

📌 Process Management Expert (Madrid)
🏢 Ing
📍 Madrid