Area Lead Invest Flows & Digital Aftersales page is loaded
Area Lead Invest Flows & Digital Aftersales
Apply locations Bruxelles Avenue Marnix (ING) time type Full time posted on Posted 22 Days Ago job requisition id REQ-10096057
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Your role & work environment
Tribe Investments, as part of the BE Retail organization strives for commercial growth and superior customer experience in Investment Products. In order to realize that we focus on strengthening business and IT delivery capabilities, creating development opportunities within and between squads, driving sales of investment products while avoiding churn, and leveraging on synergies with other domains.
As Area Lead Invest Flows & Digital Aftersales your purpose is to lead a collection of teams which are together responsible for developing, improving and maintaining investments product flows for clients (in app and web) and advisers, and for keeping clients engaged once they have started investing. You facilitate, support and motivate the Product Leads to deliver through their teams. You ensure alignment with the overall purpose of ING and other relevant departments.
You will be part of the leadership team of the Investment Tribe with the purpose to increase the number of active investors and increase the invested assets under management.
Together with the leadership team, your mission is to translate the strategic priorities of Retail Banking and the Tribe Investments into an engaging vision for your area.
Together with the leadership team, you share a collective responsibility to grow investment income and AUM, improve ING’s performance and NPS, and identify opportunities to better serve and delight customers. You will support the other areas in the Tribe and the segments in development of new Investment products and services.
You will be responsible for translating the vision into clear sets of KPI’s, reported across the organization.
Your key responsibilities
As Area Lead Invest Flows & Digital Aftersales you
* steer the area with the purpose to give our customers and advisers a superior experience by creating, maintaining and improving the different customer journeys and product flows. You ensure reliable, seamless customer journeys leading to high sales conversion rates. You have the end responsibility for the customer experience of your area and for the defined KPI's.
* are responsible for commercial communication and client interaction with investors with regards to their investment products, through the digital channels.
* work together with Investment Office, COE communication, Digital Sales to generate and deliver investment related content to clients through owned, paid and earned channels.
* work in close collaboration with Digital Sales to determine appropriate sales and positioning campaigns to increase the number of active investors, both by sales of new investment products and by avoiding churn.
* are accountable for CSAT and NPS of the investment flows managed by your area, identifying and implementing improvements to the customer journeys
* will ensure the teams are adequately staffed, developed and motivated, and assure an excellent employee experience. You will stimulate knowledge sharing within and between the squad and area’s and attach great importance to creating an atmosphere in which everyone feels appreciated and heard and strengthens their capabilities continuously. You will steer with leadership and motivation the Product Leads in order to create the best performance of the teams.
* will be responsible to align the delivery roadmap of your area within an international context, both taking into account the close collaboration with the shared platform area of tribe investments NL and the “tree trunk” program aiming for global investment solutions.
As Area Lead Invest Flows & Digital Aftersales you will report to the Tribe Lead Investments.
We look for
A colleague with atalent for taking it on and making ithappen,enthusiasm forhelping others to be successfuland a knack for alwaysbeing a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
You gather colleagues behind a common purpose and empower them to deliver the desired impact. You simplify and you ensure customer excellence, while navigating through ambiguity and bouncing back from set-backs
An ideal candidate would have:
* Master or equivalent by experience
* At least 10 years of experience in a relevant domain and 10 years professional experience at management level, experience/affinity with banking in general and Investments is a plus
* Experience in program management
* Dutch/French and English
* Proven experience in strategic projects with high impact and cultural change, and in building/executing strategic roadmaps.
* Proven track record in transformation project
* Proven experience in building customer journeys and sales results.
* Expertise in driving and steering multidisciplinary teams.
* Experience in E2E customer experience design and improvement.
* Experience with P/L responsibility
* Strong Communication and motivation skills
* Ability to take responsibility, steer strategy and realizations based on facts and data and link to P&L; managerial courage to question and make decisions and assess impact.
* Ability to monitor external market development and adapt plan and roadmap in function of this.
* Ability to display style flexibility to teams and adapt approach and behavior to the different needs and situations
* Strong organizational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an organization.
* Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.
* Ability to empower teams to act autonomously, think out of the box and hold them accountable.
We offer you
A clear purpose, a unique offer and a range of flexible compensation and other benefits:
* Personal growth & challenging work with endless opportunities to realise your ambitions
* An informal, dynamic environment with innovative colleagues supporting your endeavours
* A progressive and agile way of working, where new ideas are valued ahead of convention
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