Cluster Lead Local Advice

A mortgage is more than a financial product
Buying a home is a major life decision; not just financially but also emotionally. It offers stability a sense of belonging and a place to build memories. Navigating the complex landscape of mortgage products regulations and sustainability choices makes expert advice essential. With the right guidance consumers can build a strong financial foundation and live more sustainably. It goes without saying that ING wants to support its (potential) clients at that moment.

Mortgages are also crucial for ING NL both from a client and a financial perspective. Mortgages form a key part of INGs balance sheet and help foster long-term client relationships built on engagement and trust. ING also integrates sustainability into its mortgage offerings supporting the transition to a net-zero economy. This aligns with INGs purpose to empower people and its strategy to deliver unique value through innovation and sustainability.

Mortgages NL delivers strongly to INGs be first strategy and the ambitions to become the most loved most impactful and most valued retail bank in the countries where it operates. Over 600000 Dutch homes are financed with an ING mortgage. ING Mortgages NL aims to be the market leader with firm ambitions in growth and to lead the way in sustainability. Taking out a mortgage is the start (or consolidation) of a long-term relationship with a client and contributes strongly to ING-wide ambitions on e.g. engagement mobile primary customers and broad product ownership.

Advisory Team Mortgages

Roughly 300 advisors in different roles and with different skills of INGs Advisory Team Mortgages (ATW) help (potential) clients (remote and face-to-face) in financing their housing needs and extend the conversation wider to topics such as insurance and sustainability.

In general ATW is organized in six clusters. In-Life Management supports clients during life events like divorce or bereavement. The Digital Mortgages Team handles intakes and mortgage increases without advice focusing on lead generation efficiency and conversion. The advisors in five Local teams help clients both remotely and face-to-face with financing their housing needs. They work from home and ING Houses combining scheduled appointments with proactive lead generation from their own networks. These advisors are entrepreneurial expanding conversations beyond financing to include financial health and sustainability. They collaborate with other advisory teams and external partners and are key to INGs local visibility and commercial success. Advisors at the Central teams help clients remotely in financing their housing needs. They are focused on agenda management efficiency and conversion. A number of customer segments require specific marketing collaborations and/or advice e.g. expats newly built and Private Banking/DGA. The focus of this cluster is on the further development of our networks expertise and a customer service delivery that will enable ING to realize its growth ambitions in these segments. The Commercial Strategy & Change Team translates INGs mortgage strategy into action.

The opportunity

As Cluster Lead for the local teams of ATW you are the driving force in realizing our firm ambitions in growth and sustainability within the direct distribution channel of ING. You lead five Leads who manage local advisory teams Mortgages. Your challenge is to drive strategic and tactical leadership in enhancing INGs visibility across regions especially where we underperform relative to our fair market share. You take the lead in professionalizing local engagement boosting sales performance and stimulating client inflow through the entrepreneurial power of advisors.

This requires deep expertise in customer segments commercial strategies and service concepts. You foster a culture of ownership where advisors proactively generate leads from their own networks and broaden conversations beyond financing to include sustainability and financial health. You are a key member of the Leadership Team of ATW shaping strategic dialogue and decision-making. You translate INGs ambitions into actionable sales plans ensuring alignment between central strategy and local execution. You coach and empower your Leads to optimize performance in customer satisfaction conversion cross-buy and sales effectiveness while maintaining a safe and compliant environment. With a strong commercial drive and data-informed mindset you identify opportunities eliminate friction and guide teams toward sustainable growth. Ultimately you are the figurehead of local entrepreneurship and sales leadership bridging strategy and execution and enabling ING to become the most loved impactful and valued bank in the regions we serve.

Roles and responsibilities

As Cluster Lead of the Local advisory teams for Mortgages you:

• are responsible for your teams being safe and compliant.
• bear responsibility for employee and customer satisfaction and engagement.
• are responsible for realizing your commercial ambitions and financial objectives.
• stimulate commercial performance in e.g. leads conversion fee income inflow and x-sell.
• stimulate operational performance in e.g. appointment management and FTR.
• inspire Leads and advisors in commercial drive and sales skills.
• prove your innovative strength by embracing new (digital) commercial opportunities.
• engage people to further grow our in e.g. efficiency and effectiveness.

These responsibilities are reflected in KPIs on clients (e.g. NPS production and market share) financials (e.g. costs) ESG (e.g. share of high-quality housing in new production and home retrofits) people (e.g. organisational health) adding to the growth of our (primary) customer base (e.g. by cross-selling across the full range of financial needs) and being a safe and compliant bank (e.g. (non) financial risk and advice quality).

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that youll stay curious. Keep learning. Take on return well back you to develop into an even more awesome version of yourself. This challenge calls for a visionary yet pragmatic leader who is data-driven customer-obsessed and capable of building bridges between strategy and sales. You:

• have an academic level of working and thinking.
• have an extreme customer focus and a proven track record of commercial execution power.
• have at least 10 years of proven experience in motivating and managing (hybrid) sales teams.
• Know how to support your Leads in commercial management and personal challenges.
• understand client needs and the role of mortgage advice for financial health and sustainability.
• have experience with the data-driven sales management and improving service concepts.
• are proactively building and visible in relevant internal and external networks.
• ideally have WFT Basic and Mortgages and up-to-date knowledge on mortgage advice.

It goes without saying that you are an example for our orange code: you take it on and make it happen you help others to be successful and youre always a step ahead.

The Cluster Lead for the local teams is a member of the of ATW Leadership Team and work closely with the Lead the five other Cluster Leads and (Product) Leads of the Tribe Mortgages and all ING Sales teams. You report hierarchically to Lead of ATW.

Rewards & benefits

We want to make sure that its possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 242 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (15 paid 15 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

About us

With 60000 employees and operations in approximately 40 countries there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of whats possible and at the same time ensure you work with integrity and hold the customers interests at heart Do you want to be surrounded by progressive inspiring diverse and supportive colleagues Then there is no better place to invest your talents than at ING. Read more about that here: Working at ING Join us and apply today!