Crm Careers in -act-amsterdam-acanthus ∙ Page 1

Entrepreneurs want to achieve their goals and realize their dreams. They require their banking needs to be fulfilled in a seamless and personal way. ING Business Banking NL works for clients in the full scope of Self Employed Micro, SME and Midcorporate segment. We empower our clients by connecting our solutions, knowledge and advice to their objectives.

Towards 2028 our mission is becoming the Best Bank for Business for our clients. We drive our way of working based on our three strategic focus points, being I) growing our business, II) leading in sustainability and III) improving our Digital Customer Experience. We have created three future-proof models to serve clients according to their banking needs and offer the right solutions.

Within Business Banking, we are building a performance culture of taking final responsibility, trusting your colleagues, and putting client and team interests central to everything we do.

The Team

Easy & Guided Lending is part of the Lending & Event Finance team, which is a professional and customer-oriented lending service organization.

To realize the entrepreneurs’ dreams, Easy & Guided Lending focusses on strengthening operational management capabilities, create development opportunities within and between lending oriented teams, drive digitalization and adoption, and leverage on synergies with other domains.

Easy & Guided Lending is responsible for handling the operations of business lending products for Self Employed & Micro Companies as well as the SME segment, looking for a segment agnostic approach in also handling MidCorp clients where instant or fast track processes are available. The Easy & Guided Lending team is jointly responsible with Sales for the credit applications and inlife management for these segments.

The basis of Easy & Guided Lending are 5 teams, each team consisting of several Customer Loyalty Teams that consist of approximately 10 members. Our self-organizing Customer Loyalty Teams (CLTs) are responsible for the end-2-end handling of all incoming customer requests in the field of Business Lending.

We are looking for a Lead for the team Welcome in Easy & Guided Lending. The team Welcome is responsible for the processing of credit applications and preparing the offer to the clients for the Easy & Guided segments. As the Business Banking book is growing, it is our challenge to process all applications correctly and in time, working together closely with the Remote advice team and business advisors the regions.

Our ambition is to offer the best service and enlarge our commercial activities. We perform, build and improve our customer service based on the following pillars:

• Operations: we help our clients within timelines, efficient and end-2-end
• Customer Experience: We offer excellent service for satisfied customers and add value to the client journeys together with the Tribe Business Lending
• People & Culture: We are the place to be for ambitious employees that take responsibility in their own career development. We help each other and are open and transparent.
• Sustainability: We focus on profitable and healthy growth in a sustainable way
• Safe and Compliant: We are compliant and in control on the risks and processes we manage

Role & Responsibilities

As a team lead you are responsible for 2 Customer Loyalty Teams. You facilitate the teams to be successful in their jobs. You steer on output and act fact-based, in which data is key. Together with the Leadership team and the CLT members you work on innovation, process optimalisation and excellent customer experience, while safeguarding credit risk and data quality.

It is crucial that customer contact runs smoothly, that everything is processed correctly in our systems and that customer requests are followed up in accordance with policy, considering relevant laws and regulations. You steer on operational kpi as well as larger topics for process improvement, while contributing to the growth strategy of Business Banking.

You will coach and manage the CLTs based on the following principles:

• You create the conditions that are necessary for employees to perform optimally, which positively influence customer satisfaction and minimize the risks for the bank.
• You are responsible for an optimally functioning CLTs in which employees meet the required standards (quantitative and qualitative) and get the most out of themselves and their team;
• You ensure that customer processes are managed and continuously improved for optimal customer service;
• Dealing with increasing regulatory pressure and regulatory requirements on both financial and non-financial risk;
• You contribute and initiate (strategic) changes/ change processes, driving the business lending domain in a digital direction;
• You work in a stakeholder domain with the Lending Teams of Business Banking and Business Banking Sales, Tribe Business Lending and CRM;
• This role requires experience in finding and executing the balance in a complex and changing environment. It combines a customer- and people-oriented attitude with analytical skills and result-oriented thinking.

How to succeed

• You have a Master’s degree;
• You have knowledge of business lending processes;
• Your Dutch is fluent, English is excellent;
• Experience within a customer facing organization and day to day management;
• You build partnerships and work collaboratively with others to meet shared objectives;
• You create a climate where people are motivated to do their best to help the organization achieve its objectives;
• You actively learn through experimentation when tackling new problems, using both successes and failures as learning opportunities;
• You hold yourself and others accountable to meet commitments;
• You demonstrate self-awareness using a combination of feedback and reflection to gain productive insight into your personal strengths and weaknesses;
• You build strong teams that apply their diverse skills and perspectives to achieve common goals;
• You gain confidence and trust of others through honesty, integrity, and authenticity.

What do we have to offer

• A position in which you are challenged on a strategic, tactical and operational level;
• The position is currently a job grade 11 (Global Job Grade 17) however we are looking into the possibilities to relevel the job to a grade 12;
• Working in a dynamic and informal working environment in a close-knit team with enthusiastic and driven colleagues who want to make a difference;
• A 36 or 40 hour work week;
• Excellent (secondary) employment conditions;
• Extensive training and development opportunities;
• Location Amsterdam.
   

Good to know

Because of the holiday period we will open the vacancy for several weeks, giving candidates the opportunity to reply. The job interviews are expected to be planned mid- to end of August.

Interested?

When you have interest in applying for the job, please contact Jacqueline Hogervorst:[email protected] | 06-83640509