Sales & Efficiency Expert Lead Remote

At ING we are looking for Sales & Efficiency Expert Lead of Remote

Your role and work environment:

We are looking for a talented and enthusiastic Sales & Efficiency Expert Lead to join our REMOTE Team of Human Connection

The responsibility of this team is to manage the Remote Sales Channels: Call, Chat and Voice and Chat Virtual Assistants.

Your key responsibilities:

As REMOTE Sales & Efficiency Expert Lead you will be responsible for the commercial contribution of the bank in remote channels.

You will lead an internal team of 5 managers divided by product and 4 remote external sales platforms (BPOs).

You will be responsible for channel compliance, budget control and compliance with service level, satisfaction and sales objectives, and as a consequence establish the objectives, their metrics and analyze and monitor these metrics to establish improvement levers and possible scenarios.

You will work closely with colleagues across ING Spain & Contact Center Head Office to deliver results under challenging timelines.

You will share the responsibility to provide a differentiating experience for ING’s customers at optimal value and profitability for ING.

What are we looking for?

Proven successful experience in contact center sales channel management in banking and/or complex products.

Have experience with successful transformation results in remote sales channels (CC, Chat, etc.)

Have strong analytical skills and make decisions based on data and facts.

Strong problem analysis and judgment skills (recognizing key information, problem identification, etc.).

Amazing communication skills (in both English and Spanish) to present and challenge your strategy to stakeholders and users.

Be a team player, encourage alignment between individuals, Tribes, Squads, Chapters.

Be curious, passionate about Sales and be aware of trends in customer communication channels.

You are creative and a proactive thinker who likes to work in a multidisciplinary team in an agile environment.

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Flexible schedule and 100% flexible e-working.

Work or e-work? We have a totally flexible model: keeping both our customers and your colleagues in mind, you can choose the one that best suits you all.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, urban orchard, The Good Service (to help you with your errands) and much more!

Life insurance.

We hope you don't need to use it!

Health insurance.

For you and all your family (spouse/partner and children).

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through which you can access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loan or mortgage terms after 6 months working at the bank.

And you can benefit from our pension plan after 2 years with us.

More health, more sports.

Runners club with your own trainer.

Clinics with professional, world-class athletes.

Physiotherapy service on site.

Gympass service.

Get to know Us

We are a team of more than 1000 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 with international and diverse teams every day across 44 countries.

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!