Senior Business Process Expert

ING España&Portugal; Madrid; On-site; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Flexible remuneration

Commuting shuttle

Job summary

ING España&Portugal is seeking a Senior Business Process Expert to join our COO Products Tribe and help shape the future of Business Banking (BUBA). You will define, deliver and continuously improve customer journeys and operational processes to enable ING customers to interact in a simple, efficient, and compliant way.

Collaborating with Business, Operations, IT, Risk, Compliance and Legal, you will transform ideas into scalable solutions that drive value, simplify complexity, and enhance

Qualifications

• Bachelor’s or Master’s degree.
• Minimum 5 years of experience in transformation initiatives, process improvement, customer journey design, product delivery or complex project environments.
• Strong analytical mindset and ability to make data-driven decisions.
• Customer-focused, proactive and results-oriented profile.
• Excellent stakeholder management and communication skills.
• Experience working in Agile organizations and delivery environments.
• Experience in banking, operations or Business Banking environments will be highly valued.
• Knowledge of reporting and analytical tools (Power BI, MicroStrategy, Excel or similar) is a plus.

Responsibilities

• Drive the definition, implementation and continuous improvement of Business Banking customer journeys and operational processes.
• Translate business needs into clear functional requirements, working closely with development teams throughout the delivery lifecycle.
• Support solution design, testing activities and implementation to ensure successful delivery and adoption of new capabilities.
• Take an end-to-end view of customer and operational processes, identifying opportunities to simplify, optimize and automate.
• Use data and insights to identify trends, measure performance and support decision-making.
• Design and monitor operational and customer-centric KPIs to ensure sustainable service performance.
• Collaborate with Operations, Product, Technology and external stakeholders to deliver solutions that maximize customer value and operational efficiency.
• Identify and prioritize improvement opportunities based on customer needs, operational challenges and strategic objectives.
• Ensure products, services and processes comply with internal policies, regulatory requirements and risk standards.
• Actively contribute to the tribe's transformation agenda, challenging the status quo and driving innovation.

Skills

Analytical mindset

Customer-focused

Stakeholder management

Agile experience

Cross-functional collaboration

Education

Bachelor’s or Master’s degree

Tools

Power BI

MicroStrategy

Excel

Job description

At ING we are looking for a Senior Business Process Expert

Your role and work environment:

At ING, we are looking for a Senior Business Process Expert to join our COO Products Tribe and help shape the future of Business Banking (BUBA).

In this role, you will be responsible for defining, delivering and continuously improving customer journeys, operational processes and capabilities that enable Business Banking customers to interact with ING in a simple, efficient and compliant way.

You will work in a multidisciplinary environment, collaborating closely with Business, Operations, IT, Risk, Compliance and Legal teams to transform ideas into scalable solutions that create value for customers and the organization.

Making things happen, simplifying complexity, improving customer experiences and driving continuous improvement are part of our DNA.

Your key responsibilities

As a Senior Business Process Expert, you will:

• Drive the definition, implementation and continuous improvement of Business Banking customer journeys and operational processes.
• Translate business needs into clear functional requirements, working closely with development teams throughout the delivery lifecycle.
• Support solution design, testing activities and implementation to ensure successful delivery and adoption of new capabilities.
• Take an end-to-end view of customer and operational processes, identifying opportunities to simplify, optimize and automate.
• Use data and insights to identify trends, measure performance and support decision-making.
• Design and monitor operational and customer-centric KPIs to ensure sustainable service performance.
• Collaborate with Operations, Product, Technology and external stakeholders to deliver solutions that maximize customer value and operational efficiency.
• Identify and prioritize improvement opportunities based on customer needs, operational challenges and strategic objectives.
• Ensure products, services and processes comply with internal policies, regulatory requirements and risk standards.
• Actively contribute to the tribe's transformation agenda, challenging the status quo and driving innovation.

What are we looking for?

• Bachelor’s or Master’s degree.
• Minimum 5 years of experience in transformation initiatives, process improvement, customer journey design, product delivery or complex project environments.
• Strong analytical mindset and ability to make data-driven decisions.
• Customer-focused, proactive and results-oriented profile.
• Excellent stakeholder management and communication skills.
• Ability to work across multidisciplinary teams and influence without hierarchical authority.
• Experience working in Agile organizations and delivery environments.
• Strong prioritization and problem-solving capabilities.
• Ability to manage multiple initiatives simultaneously in a fast-paced environment.
• Experience in banking, operations or Business Banking environments will be highly valued.
• Knowledge of reporting and analytical tools (Power BI, MicroStrategy, Excel or similar) is a plus.
• Technical understanding sufficient to effectively collaborate with engineering teams is desirable.

You will have the opportunity to play a key role in the evolution of ING's Business Banking capabilities, working on strategic initiatives with high visibility and impact, while collaborating with a diverse network of experts across Business, Operations and Technology.

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!

Balance That Works.

We put balance to work, so you can do it too. With our customers’ needs first, the team´s and your own, we agree when to come to ING MAD and when to work best from home. More time together when it matters, more freedom when you need it.

Receive your meal allowance in the way that best suits you: through a meal card or directly in your payroll, giving you greater flexibility and convenience in managing your everyday needs.

More than an office.

In our offices you can find doctor’s office, hairdresser, gym, Employee Concierge (to help you with your errands) and much more!

Health and life insurance.

We help you protect what matters most to you, including you and your immediate family.

Flexible remuneration.

Enjoy access to services such as nursery vouchers, public transport and training support, as well as other benefits through our flexible remuneration model.

Commuting made easier.

Our free shuttle service connects different areas of Madrid with ING MAD, helping make your commute to the office more comfortable and convenient.

Loans with preferential banking 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 more belonging

Our 360 wellbeing approach supports employees across Financial, Physical, Mental and Social Wellbeing.

On-site physiotherapy service.

A strong wellbeing culture, including Wellhub access, sports communities and activities.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

Get to know Us

We are a team of more than 1900 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.