Lead Digitaal Wonen Team

Lead Digital Mortgage Team [Expert Lead Retail Advice I, GJA 18 \ FG 12]

A Mortgage Is More Than a Financial Product

Buying a home is a major life decision—not just financially, but emotionally. It offers stability, a sense of belonging, and a place to build memories. Navigating the complex landscape of mortgage products, regulations, and sustainability choices makes expert advice essential. With the right guidance, consumers can build a strong financial foundation and live more sustainably. Naturally, ING wants to support its (potential) clients at that moment. Mortgages are also crucial for ING Netherlands, both from a client and financial perspective. They form a key part of ING’s balance sheet and help foster long-term client relationships built on engagement and trust. ING integrates sustainability into its mortgage offerings, supporting the transition to a net-zero economy. This aligns with ING’s purpose to empower people and its strategy to deliver unique value through innovation and sustainability.

Mortgages NL strongly contributes to ING’s “be first” strategy and its ambition to become the most loved, most impactful, and most valued retail bank in the countries where it operates. Over 600,000 Dutch homes are financed with an ING mortgage. ING Mortgages NL aims to be the market leader, with strong growth ambitions and a leading role in sustainability. Taking out a mortgage marks the beginning (or consolidation) of a long-term relationship with a client and contributes significantly to ING-wide ambitions in areas such as engagement, mobile primary customers, and broad product ownership.

Advisory Team Mortgages

Approximately 300 advisors in various roles and with diverse skills make up ING’s Advisory Team Mortgages (ATW). They assist (potential) clients—both remotely and face-to-face—in financing their housing needs and broaden the conversation to include topics such as insurance and sustainability. ATW is generally organized into six clusters:

• In-Life Management supports clients during life events like divorce or bereavement.
• Digital Mortgages Team handles intakes and mortgage increases without advice, focusing on lead generation, efficiency, and conversion.
• Five Local Teams assist clients both remotely and face-to-face. They work from home and ING Houses, combining scheduled appointments with proactive lead generation from their own networks. These advisors are entrepreneurial, expanding conversations beyond financing to include financial health and sustainability. They collaborate with other advisory teams and external partners and are key to ING’s local visibility and commercial success.
• Central Teams help clients remotely with financing their housing needs, focusing on agenda management, efficiency, and conversion.
• Special Segments such as expats, newly built homes, and Private Banking/DGA require specific marketing, partnerships, and advice. This cluster focuses on developing networks, expertise, and service delivery to help ING achieve growth ambitions in these segments.
• Commercial Strategy & Change Team translates ING’s mortgage strategy into action.

The Opportunity

Even in a mobile-led bank, where every customer journey begins online or via mobile, clients sometimes seek personal contact—especially when facing complex questions or making impactful decisions like buying a home or increasing a mortgage. That’s when they turn to the Digital Mortgage Team.

Client Advice Specialists in the Digital Mortgage Team provide (potential) clients with answers to all their questions about financing their housing needs and connect them with an advisor from Central, Local, DGA, or Management teams by scheduling appointments. They also guide clients through the “Increase without advice” process.

As Lead of the Digital Mortgage Advice Team, you are a driving force behind achieving growth and sustainability ambitions within ING’s Mortgage Advice Team. You inspire and motivate your team to connect clients to ING through a personal approach and ensure they meet the right advisor at the right time. You also contribute to an excellent customer journey and efficient operations through the “increase without advice” process.

The Digital Living Team plays a key role in attracting and training new talent for the Advice Team through the Mortgage Talent Program. As Lead of the Digital Mortgage Team, you know how to attract new talent and have a passion for developing it. You have a personal vision for talent development and know how to inspire the senior team to implement it.

Your challenge is to provide inspiring, pragmatic leadership to strengthen the skills and capabilities of team members and enhance the capacity and effectiveness of the Digital Mortgage Team, with a focus on digital skills and improving conversion. You stimulate sales performance and continuously optimize conversion and efficiency.

You foster a culture of ownership, where the team aims to turn every customer dialogue into a potential deal for mortgage advisors. With many new talents in the team, you build a culture of continuous learning, strong customer focus, and a blend of digital and human excellence. You translate the ambitions of the Mortgage Advice Team into concrete sales plans and individual growth. You coach and support your teams to optimize performance in customer satisfaction, conversion, and sales effectiveness, while ensuring a safe and compliant environment. With strong commercial drive and a data-driven mindset, you identify opportunities and steer your team toward sustainable growth.

As Lead of the Mortgage Advice Team, you have a clear vision for the further development of the Digital Mortgage Team and know how to implement it.

Roles and Responsibilities

• As Lead of the Digital Mortgage Team, you are operationally and commercially responsible for your team’s performance within the Hub.
• You successfully build and lead a cohesive team of approximately 25 Client Advice Specialists working both remotely and from the Hub and the Talent Program Mortgages.
• Together with partners in the mortgage chain, you take ownership of maximizing commercial performance based on digital leads and mortgage increases without advice. You manage staffing, number of consultations, conversion rates, and NPS.
• You inspire and motivate your team to deliver an excellent start to the customer journey that goes beyond financing—successfully broadening the conversation to include financial well-being and sustainable living. You actively involve your team in improving efficiency and effectiveness.
• You are responsible for achieving the commercial ambitions and financial targets of your Hub. Together with your peers, you are responsible for the success of ING’s remote mortgage advice team.
• You understand that being a safe and compliant bank, along with satisfied employees (eNPS and OHI), are essential foundations for commercial success.
• You stimulate operational performance in areas such as First Time Right (FTR) and a standardized Way of Working.

How to Be Successful

We hire smart people like you for your potential. Our greatest expectation is that you remain curious. Keep learning. Take ownership. In return, we support you in becoming an even better version of yourself. This challenge calls for a pragmatic leader who is data-driven, customer-focused, and capable of inspiring and motivating teams to lead the way in achieving our ambitions.

Your profile:

• Have a higher professional education (HBO) level of thinking and working.
• Possess a strong customer focus and a proven track record in commercial performance. And have demonstrable experience in motivating and leading (hybrid) operational sales teams and talent development.
• Take responsibility, together with partners in the mortgage chain, for maximally efficient and effective lead generation. You steer on staffing, number of scheduled appointments and conversations, conversion, service time, and NPS.
• Ensure maximum conversion on lead generation by introducing potential clients as warmly as possible into the customer journey.
• Know how to successfully implement new customer service concepts, such as mortgage increase or other changes without advice. You provide relevant feedback to Tribes for process improvements and have proven experience in developing service concepts—both strategically and practically within your team.
• Know how to attract and guide new talent in a “career in advice” within the Living Advice Team or one of ING’s other advisory teams.
• Know how to support your advisors with both commercial and personal challenges and inspire and motivate them to take responsibility for their own growth.
• Understand customer needs and the role of mortgage advice in financial health and sustainability.
• Have experience with data-driven sales management.
• Preferably hold WFT Basic and Mortgage Credit certifications and have up-to-date knowledge of mortgage advice.

Naturally, you embody our Orange Code: you take responsibility and deliver, you help others succeed, and you’re always one step ahead.

Your Place in the Organization

As Lead of the Digital Mortgage Team, you manage a team of approximately 20–25 advisors and colleagues in the Talent Program Mortgages. The Lead Digital Mortgage Team is a member of the of ATW Leadership Team and work closely with the Lead, the five other Cluster Leads and (Product) Leads of the Tribe Mortgages and all ING Sales teams. You report hierarchically to the Lead of ATW.

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About Us:

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse, and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.