Super Circle Lead Mortgages Origination

Supercircle Lead Mortgages Origination

Join our team if you are passionate about making an impact in customer service.

Are you obsessed with customer experience andwant to shape our service to the next level for customers when applying for a mortgage Do you want to join us in our mission to become the #1 universal bank in the Netherland Are you passionate about leveraging your expertise in customer experience operational management & leadership within the financial sector Then this might be the job for you as we are looking for an enthusiastic driven and energized colleague to become the new Supercircle Lead of Mortgages Origination within the area Private Individuals (ING COO NL).

What will you do as Supercircle Lead

Mortgages Origination is part of the area Private Individuals where you closely work together with your Area Lead the Super Circle Lead Mortgages Origination* the Super Circle Lead Mortgages In Life Management & Consumer Loans and the Super Circle Lead Daily Banking.

*Since we have been operating in such a strong growth market the past 15 year the scope requires an additional Supercircle Lead Mortgages Origination to jointly manage the whole area. The new Supercircle Lead will functionally report to the existing Supercircle Lead Origination (to maintain one person who is end responsible for all Operations) and hierarchally to the Area Lead PI. The run and change of the Origination area will be divided in the most logical way.

You are responsible for the performance the people and translation and implementation of the vision and strategy of the area Private individuals. You set the priorities and goals for your leads and help them in achieving these. These goals will be focused around the run side of the CLTs as well as the change side to execute our strategy.

In the upcoming years the change side within Mortgages Origination will be focused towards growth / Scalable Operations and on shifting towards a new IT platform enabled by AI.

You are an inspiring motivator who with your own style and fresh perspective knows how to move and connect with your leads members and stakeholders. You provide the right context so that its clear for everyone what the objectives are that they are working towards and addition to your ambassadorship you know how to convey our corporate culture (Orange Code) and lead by example.

You have a passion for customer experience and know better than anyone what the drivers are and how to act. You work with and acknowledge the power of data. Therefore you know the numbers can explain them and understand which buttons have to be pushed to improve performance. You act on this with the aim of being predictable offering excellent customer service and staying in control.

Lastly you have an eye for improvement potential and continuously look for opportunities to improve your Supercircle. You are enthusiastic about things that go well but even more about identifying improvements and taking this on to continuously improve for our customers members & ING.

Supercircle structure

The basis in this SuperCircle is formed by our Customer Loyalty Teams (Customer Groups). Each of which is responsible to manage their own group of Mortgage Brokers. Each CLT consists of approximately 20 members of mixed skills. Next to that we have several specialist groups which are grouped in teams. Each CLT or specialty team is part of a circle with either 2 CLTs or 1 CLT & 1 specialty team. Due to the large rate of change and scope - each Circle Lead is responsible for a specific Run & Change area to drive the agenda towards our desired goals. The group of 10 leads and 6 run/change areas will be logically divided across the 2 SCLs in the area.

What does this role require of you

• Experience in leading customer service teams
• Experience in setting up and implementing large transformation projects
• Stakeholder management you know how to communicate and get things done at all levels in the organization
• You have a take it on and make it happen attitude
• Analytical data driven; you steer on data facts and output. You also know how to use this data to make concrete improvements to improve customer experience and effectiveness;
• You are service-oriented and commercially oriented;
• You coach leads in their development and craftsmanship;
• Together we achieve more; you see giving and receiving constructive feedback as important conditions for good cooperation. You look wider than your own department actively share your expertise and help colleagues from other departments to be successful;
• You are the example and promoter of the Orange Code;
• And of course you take a satisfied customer in everything you do as a starting point.

What do we ask

• Our teams work and speak Dutch so you will need to be able to do this as well or have at least a fairly good understanding of the Dutch language in order to succeed in this job;
• A WO diploma; with relevant operational management experience;
• Knowledge of (banking) processes tooling and service concepts;
• Strong analytical skills and numerical insight result-oriented and with an eye for improvement potential;
• Experience in supervising and realizing changes both on the human and on the substantive aspect.
• As the Supercircle is located in both Amsterdam and Leeuwarden we expect you to be at both locations in Leeuwarden at least 1 day per week.

Rewards and 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 at benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleague

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. Join us. Apply today.