Senior Business Process Expert - COO Products (Buba)

At ING, we are looking for a Senior Business Process Expert to join our COO Products Tribe and help shape the future of Business Banking (BUBA).

In this role, you will be responsible for defining, delivering and continuously improving customer journeys, operational processes and capabilities that enable Business Banking customers to interact with ING in a simple, efficient and compliant way.

You will work in a multidisciplinary environment, collaborating closely with Business, Operations, IT, Risk, Compliance and Legal teams to transform ideas into scalable solutions that create value for customers and the organization.

Making things happen, simplifying complexity, improving customer experiences and driving continuous improvement are part of our DNA.

As a Senior Business Process Expert, you will:

• Drive the definition, implementation and continuous improvement of Business Banking customer journeys and operational processes.
• Translate business needs into clear functional requirements, working closely with development teams throughout the delivery lifecycle.
• Support solution design, testing activities and implementation to ensure successful delivery and adoption of new capabilities.
• Take an end-to-end view of customer and operational processes, identifying opportunities to simplify, optimize and automate.
• Use data and insights to identify trends, measure performance and support decision-making.
• Design and monitor operational and customer-centric KPIs to ensure sustainable service performance.
• Collaborate with Operations, Product, Technology and external stakeholders to deliver solutions that maximize customer value and operational efficiency.
• Identify and prioritize improvement opportunities based on customer needs, operational challenges and strategic objectives.
• Ensure products, services and processes comply with internal policies, regulatory requirements and risk standards.
• Actively contribute to the tribe's transformation agenda, challenging the status quo and driving innovation.

• Bachelor's or Master's degree.
• Minimum 5 years of experience in transformation initiatives, process improvement, customer journey design, product delivery or complex project environments.
• Strong analytical mindset and ability to make data-driven decisions.
• Customer-focused, proactive and results-oriented profile.
• Excellent stakeholder management and communication skills.
• Ability to work across multidisciplinary teams and influence without hierarchical authority.
• Experience working in Agile organizations and delivery environments.
• Strong prioritization and problem-solving capabilities.
• Ability to manage multiple initiatives simultaneously in a fast-paced environment.
• Experience in banking, operations or Business Banking environments will be highly valued.
• Knowledge of reporting and analytical tools (Power BI, MicroStrategy, Excel or similar) is a plus.
• Technical understanding sufficient to effectively collaborate with engineering teams is desirable.

You will have the opportunity to play a key role in the evolution of ING's Business Banking capabilities, working on strategic initiatives with high visibility and impact, while collaborating with a diverse network of experts across Business, Operations and Technology.

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

We are a team of more than 1900 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 35 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead-that's our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working...we are looking forward to meeting you!

At ING, you belong just as you are. We hire and support people for their talent and potential - and we know that when you can be yourself, you do your best work.

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms: ING uses Workday and LinkedIn as its internal recruitment system. Applications should be submitted only via our official career site or via ING job postings on LinkedIn.

• Check the sender's email carefully: Legitimate communication will always come from @ing.com and/or @myworkday.com.

• No payments or banking details will ever be requested: If someone asks for this information, it's a scam.