Global Lead Mortgages Operations & Change

Deze vacature is niet meer vacant

We are looking for a Global Lead Mortgages Operations & Change , reporting to the COO Business Banking & Lending.

In this challenging role you will collaborate closely with country teams and other stakeholders like Tech and Products.

Together with these colleagues, you will be responsible for:

  • Setting vision, strategy and performance objectives for E2E process, in alignment with business strategy and global & local stakeholders

  • Driving the global convergence agenda for Mortgages by using digitalization, E2E process improvement, shared solutions and a strong focus on NFR

  • Prioritising & deciding on improvement initiatives in alignment with P&L owners and process participants, within global / local budget priorities

  • Identifying components that can be shared or re-used across countries

  • Drive re-usability on local roadmaps, build or consume and drive country implementation

  • Identify and drive opportunities for shared operational capabilities across countries, defining a potential sourcing model and act as service owner across countries

  • Owning, maintaining and updating the global mortgages process, including expanding it with in-life management scenarios

  • Providing insight in the performance of mortgages processes globally (incl impactful local projects)

  • Ensuring the design and execution of process controls (supported by BCO)

  • Stimulating innovation towards the process vision and examining the external environment to identify additional best practices

The key results areas include:

  • Scalability – enable increased production levels in key markets

  • Cost to serve – reduce cost for both new production & portfolio maintenance

  • NFR – meet (regulatory) requirements

  • Transactional NPS

  • Improve consistency and predictability, thereby enabling efficiencies

  • Build a convergence strategy with clear capabilities and timing, in close cooperation with Mortgages teams (implementing the ‘Hamburger model’)

  • Establish common metrics and targets

  • Drive cross-country consistency in NFR and process management

Required experience:

  • 15+ years of experience in Banking & Change Management related to operations, digitalization, process improvement, transformation, advanced analytics and NFR

  • Strong knowledge of Mortgages operations preferably also of operating models across countries, including process performance

  • Comfortable in a complex stakeholder environment

  • Significant experience in leading large (virtual) teams with members from different countries


  • Can demonstrate success in establishing executive relationships and influencing executive decision-making

  • Ability to simplify complexity and drive operational excellence

  • Ability to define a vision and strategy to cover the whole E2E process, and set objectives accordingly

  • Ability to have impact through inspiring and energetic leadership that leads teams through change

  • Expertise in driving and steering multidisciplinary teams

  • Demonstrated track record of building and maintaining highly collaborative, flexible, and productive teams

  • Outstanding oral and written communication skills, as well as outstanding negotiation and change management skills

  • Ability to take responsibility, steer strategy and realisations based on facts and data

  • Managerial courage to question and make decisions

  • Ability to empower teams to act autonomously, think out of the box and hold them accountable

  • Ability to support yourself and other team members in their development

Work environment:

  • You will be working with the COO Business Banking & Lending team, the COO teams located globally and global stakeholders in areas such as Tech and Products

  • The position is based in Amsterdam, reporting to the COO Business Banking & Lending. A commuter set up is possible, to be discussed with home country.


  • Job Grade 20 (GJA)

Organisational Context:

With its “Think Forward” strategy, ING addresses significant changes impacting the banking industry; from changing customer expectations to FinTechs, regulatory requirements and digitalization.

ING’s future aim is to be the next generation digital bank, offering a single digital platform or “ecosystem” where customers can find solutions to all of their financial and finance-related needs. This platform will provide a customer experience that is clear, convenient and consistent across borders, and will be open to selected third-party products and services.

To continue providing our 38 million customers with a differentiating and engaging experience we need to further reinforce alignment and improve prioritisation of our global and local agendas, building on the significant progress and learnings we have made over the past few years.

To achieve this, it is important to evolve our Retail organisation accordingly. For this reason, we have set up a global leadership team to drive the global COO Retail strategy in a consistent and unified way.

Business Banking & Lending covers five business domains: Business Banking, Business Lending, Collections, Mortgages and Consumer Lending, and comprises around 3500 FTE globally.

Strategic priorities are using digitalization, shared solutions, improving processes E2E and managing NFR as enablers to

• Improve CX & EX

• Increase scalability

• Lower cost to serve

Within the Mortgages domain, it is important to consider the constantly evolving customer expectations, as well as NFR & efficiency requirements. Having a clear view and strategy on how to enable ING to continuously remain competitive in these areas is key to be successful in this role. Strategic challenges specifically related to Mortgages: 1. Building scalable & stable processes; 2. Lowering cost to serve in both new production and portfolio maintenance; 3. Managing NFR within appetite, 4. Defining and driving convergence strategy.

Due to its importance for ING and its potential to make improvements, Mortgages has been identified as one of the main priority areas for the COO Retail organisation. This creates an opportunity to set the standard for the rest of the COO Retail organisation.


If you have any questions, please reach out to Arnout Bloys van Treslong . Are you already sure that you are the one we are looking for? Please apply with your resume and remember to include your motivation. We would love to hear from you!

Vacature informatie

Organisatie: ING

Locatie: Amsterdam

Opleidingsniveau: WO

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