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
Maximice sus posibilidades de que su candidatura sea seleccionada asegurándose de que su CV y sus habilidades se ajustan al perfil.
- 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? 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! 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 take on the responsibility, steer strategy and realizations based on facts and data.
Strong resilience: ability to navigate through ambiguity.
Negotiation skills.
Proven program management, planning & organizational skills.
Passionate about innovation.
Clear communications skills (written and oral).
Ability to work on an international level.
Excellent oral and written English skills. xpzdshu
Team player Loving to collaborate with different people.
Able to work in an autonomous way and to ta