ING
Financial Services
BrokerProcessSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Broker Process Specialist at ING. Skills: Brokerage process management, Customer journey optimization, Digital transformation. Develop and control investment product processes. Handle day to day operations”
What You'll Achieve.
Increase customer satisfaction; Increase cost efficiency
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
5+ years professional experience in brokerage, Advanced office skills, Excel proficiency, Power proficiency, Written and spoken English command, Experience in regulatory context around brokerage
Nice to Have
University degree
What You'll Do.
Develop and control investment product processes
Handle day to day operations
Improve process efficiency performance
Identify opportunities to better serve customers
Manage brokerage processes end-to-end
Measure relevant KPIs
Connect with business and customer teams
Define strategy to transform investment product processes
Integrate new technologies
Improve efficiency and scalability
Incorporate new trends and functionalities
Provide best customer experience
Challenge operational processes
Design customer journey
Improve customer journey
Increase process efficiency
Investigate standard incidents
Ensure simple and robust processes
Obtain operational data
Collaborate with partners and suppliers
Steer functionalities
Manage functionalities
Track external provider processes
Detect improvement opportunities
Propose improvement measures
Translate business needs into requirements
Prioritize based on value delivery
Improve with feedback
Pursue innovative solutions
Manage non-financial risk
How You'll Work.
Team & Collaboration
Business teams; Customer teams; IT teams; Change cycle teams; Partners and suppliers
Communication Scope
Written communication; Oral communication
Process & Methodology
Program management, Planning, Organizational skills, Agile delivery, MVP definition
Full Job Description
**At ING we are looking for Broker Process Specialist** **Your role and work environment:** We are looking for a talented and enthusiastic Broker Process Specialist to join our **Investment team** of **Products Tribe (COO Domain)** **Your key responsibilities:** You will be part of the **COO Investment Products Unit Expert** , where we aim **to develop and control processes of investment products in a simple and efficient manner** , while we have a lot of fun! Within this expert team you will be a Broker Process Specialist, so you develop and control processes of brokerage; focused to the E2E Customer Journey, from the acquisition - onboarding phase of a brokerage client and continue in the customer experience with the purpose to handle day to day operations, process, and delivery for our retail customers. You aim at improving the efficiency process performance and identify opportunities to better serve and delight customers in the brokerage end to end processes. You will lead the path to manage our brokerage processes with two main angles to it (1) **run existing business** **from an end-to-end perspective,** covering all the different broker angles: IT systems, functionality range for the day-to-day customer transactions, measuring relevant KPIs, process tracking and holding an active connection with business and customer teams to boost broker business. **(2) thinking long term and beyond: definition of strategy to transform the investment product processes** through **integration new technologies** into day-to-day work, as IA tools, to **improve efficiency and scalability** , with special focus on incorporating new trends and functionalities that continue to make our proposition differential in the market. All this with maximum protection to the customer and looking for being the best in class in the demanding regulatory framework (CNMV, but not limited to) You will report to the COO Investment Products Area Lead. As a **Broker Process Specialist of the Investmen
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