Expert Lead Retail Advice I

Lead Central Advice [Expert Lead Retail Advice I, GJA 18]  

ING Wonen is one of the fastest-growing teams within ING and aims to accelerate commercial growth even further in the coming years. The advice team consists of approximately 260 advisors who make a difference for thousands of customers each week and contribute significantly to ING’s commercial ambitions. This team will experience substantial growth in the coming years. Therefore, for the Central Advice Hub in Amsterdam, we are looking for a lead who can help realise these commercial growth ambitions and continue to develop advisors to get the best out of themselves. 

The Central Advice Advisors assist customers remotely with financing their housing wishes. Appointments with (potential) customers are scheduled in their calendars. At the agreed time, they provide advice via video call. They excel in the art of “making a connection at a distance” and winning the customer for ING in the first few minutes of a video conversation. The Central Advice Advisors work, according to the hybrid mode, from home and from one of our so-called “Hubs”, focusing on the financial health of our customers with best-in-class housing advice. They are currently organised into five teams. For a new sixth team in Amsterdam, we are seeking a new lead. 

What will you do? 

The Lead Central Advice is operationally and commercially responsible for the performance of their team at their Hub. In addition to the generic job profile of the Expert Lead Retail Advice I, this includes the following tasks and responsibilities: 

• You are able to form one team of 15 to 20 Central Advisors who work both from home and from the Hub. 

• Together with partners in the mortgage chain, you take responsibility for maximising commercial performance based on digital leads and the mortgage advice for customers wishing to take out a new mortgage. You steer the team on staffing, number of conversations, conversion and NPS. 

• You motivate advisors to provide housing advice that goes beyond simply the right financing, encouraging them to broaden the conversation successfully to topics such as financial health and further sustainability of the property, with lead generation and cross-buy as a result. 

• You ensure the seamless integration of mortgage advice in a mobile-led customer journey. You know how to optimise our performance in remote advice: responding more intelligently to customer preferences through data-driven working, smart routing of sales opportunities, appointment management, further digitalisation of the customer journey, and distinctive personal contact in a mobile-led customer experience. You are able to provide relevant Tribes with feedback for further process improvements. 

• You understand that “being a safe and compliant bank” and satisfied employees (eNPS and OHI) are fundamental conditions for (commercial) success. 

What is your profile? 

For the position of Expert Lead Retail Advice, we are seeking a leader with strong coaching skills and a focus on sales and digital innovation. You have experience in managing teams and implementing strategies. You are skilled in developing knowledge and coaching colleagues. Additionally, you have a strong affinity with mortgages and sales, ensuring excellent customer relationships and customer-centric solutions. 

You have keen insight into digital and technical innovations and know how to effectively translate these into the world of advisors and customers. You are able to understand complex information and solve problems. You possess strong analytical skills and can interpret and apply important performance indicators to make sound business decisions. 

Additionally, you are able to visibly grow the team of advisors in terms of output, customer satisfaction, further digitalisation, and achieving sustainability objectives. 

You are a self-aware leader who creates a climate in which people are motivated to do their best and achieve shared goals. You have experience managing the performance of diverse teams, including setting performance targets. 

Furthermore, you hold an HBO or WO degree, speak both English and Dutch, and have relevant WFT qualifications. 

What will your place be in the organisation? As Lead Central Advice Hub, you lead a team of 15 to 20 advisors. Together with the other Leads, you form the Living Leadership Team, in which you are the figurehead of the operational and commercial strength of remote advice. You report to the Cluster Lead Central.