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.
Why join us?
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?
•Balance That Works: with our customers', the team's and your own needs first, we agree when to come to ING MAD and when to work best from home.
•Restaurant card.
•Our house will be your home: offices with electric mobility solutions, doctor, hairdresser, gym, The Good Service (help with errands) and more.
•Health insurance for you and your family (spouse/partner and children).
•Life insurance.
•Flexible remuneration: tax-advantaged access to services such as nursery, transport card, training aids.
•Free company shuttle: 6 routes (North, Central, South, A5, A42 and A6) to the ING office in Madrid.
•Banking benefits: special loans with more beneficial conditions; special mortgage conditions after 6 months at the bank; pension plan available after 1 month.
•More vitality and more belonging: 360º care of the employee (physical, mental, social connection & purpose); on-site physiotherapy service; clinics with professional, world-class athletes; Gympass service; Employee Networks (Rainbow Lions LGBTQI+, Leonas & RIÑG); International Remote work program.
Get to know Us
We are a team of more than 1,900 people sharing one idea: 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 to work with agile methodologies. Although based in Spain, we are part of an international bank with presence in more than 35 countries.
