Buying a house is one of the most important financial decisions in a lifetime. Not just because it’s a significant investment to potentially accelerate financial growth. Also, not just because making the right choices is complicated by numerous products, conditions, providers and often complex laws and regulations. Most importantly, buying a house is emotionally crucial because it provides a sense of stability, belonging, and personal achievement, creating a home where memories are made and cherished. With advice when financing their home, consumers lay a solid foundation under their financial health; a private home is also the way to live more sustainable.

Mortgages are also crucial for ING NL, both from a client and financial perspective. Obviously, mortgages represent a significant portion of ING's balance sheet, contributing to the bank's overall financial performance. Offering competitive mortgage propositions helps ING to build long-term relationships with clients, fostering engagement, loyalty and trust. Additionally, ING is committed to aligning mortgage lending with sustainability initiatives, helping customers to improve the energy efficiency of their homes and supporting the transition to a net-zero economy. This is reflected in ING’s purpose to empower people to stay a step ahead in life and business and it’s “growing the difference” strategy where ING creates uniqueness by providing superior value for our customers and putting sustainability at the heart of what we do. Also, Mortgages NL delivers strongly to ING’s “be first” strategy and the ambitions to become the most loved, most impactful and most valued retail bank in the countries where it operates.

Our ambitions

More than 600,000 homes are financed with an ING mortgage. The mortgage portfolio consists of over a million loans adding up to over €120 billion. ING successfully opts for a dual distribution model with a direct channel and collaboration with intermediaries. ING Mortgages NL aims to be the market leader in mortgage lending and to lead the way in sustainability. These ambitions are detailed in performance indicators on e.g., NPS, digitalisation, growth, planetary health, financial health, organisational health and being a safe and compliant bank. Taking out a mortgage is the start of a long-term relationship for a client and contributes greatly to ING-wide ambitions on e.g., engagement, growth in mobile primary customers and broad product ownership. 

The team

Over 500 colleagues of Mortgages NL together ensure that new and current clients, together with our intermediary business partners, receive maximum support in future-proof financing their dream of home ownership. ING's Intermediary Relationship Managers ensure smooth application processes and maintain personal contact with intermediaries, balancing functional and emotional preferences. Roughly 300 advisors with ING’s direct advisory channel help (potential) clients (remote and face-to-face) in financing their housing needs and extend the conversation wider to topics such as mobile banking, insurance and sustainability. The Origination area is responsible for offering customers and intermediaries an outstanding (digital) experience in mortgage products, processes and propositions when applying for a mortgage. The In-life Management area takes responsibility for current clients, including activation on financial health and sustainability, easy access to service-related processes and tooling for clients, advisors and intermediaries, and all IT applications involved. The main responsibilities of the WUB area (Westland Utrecht Bank) is managing its mortgage and insurance portfolio across the entire chain. The CoE Safe Business & Securitisation focuses on portfolio control, first-line risk management and life-cycle management of asset-backed funding transactions. The CoE Products & Policies has a strategic focus on ensuring long-term compliance with future developments and regulatory developments. The Coe Pricing is responsible for determining and calculating the right price for our customers by balancing interests and providing reliable and generic calculations.   

Roles and responsibilities

As Tribe Lead, you will play a pivotal role in shaping the strategic direction by driving customer centric innovation and building upon our competitive advantage to further improve the success of ING and ING Mortgages NL. You will be heading a Leadership Team in which you, together with the (senior) Leads of the aforementioned teams and CoEs, will drive commercial growth, lead the way in sustainability, champion employee engagement and maintain being a safe and compliant bank. Also, you are member of the Leadership Team of ING Private Individuals NL and the global mortgages community to align activities on engagement, growth in primary mobile customers, digitalisation, commercial growth and sustainability in all countries where ING is closing mortgages.  

• Defines and communicates a strategy with a focus on mortgages to anticipate on megatrends as well as challenges and opportunities, ensuring long-term business needs are met. Ensures alignment of this strategy with ING’s mission, vision, and values. Inspire a large and diverse workforce to commit to this strategy and achieve extraordinary results.
• Balances the need to deliver short-term business goals with ING-wide long-term value. Develops in line with this (annual) business plans for Mortgages NL. Recommends on financial budgets, sets business objectives and schedules core activities/projects, ensuring integration with other parts of the value chain. Manages and reports on business performance, holding direct reports accountable for achieving business plans and taking corrective actions when needed to.
• Leads data-driven improvements in mortgage products and service delivery, proactively exploring ideas to enhance digital offerings and user experiences long-term. Takes responsibility for developing and delivering changes that support the overall organizational strategy. Manages the creation, governance, and delivery of a substantial programs within the mortgage business, using appropriate methodologies to ensure intended outcomes are achieved.
• Transforms business processes, culture, and behaviour within Mortgages NL to be more inclusive, aligning with the needs of the mortgage business. Promotes customer-centricity by leading and creating an organization-wide focus on positioning the customer at the heart of all business activities, including strategy, propositions, processes, and broad customer relationships.
• Identifies and manages (external) stakeholders by understanding their needs, issues, and concerns. Leads and coordinates the development of stakeholder engagement plans to support the communication of information and decisions. Represents the organization in external relations with legislators, business partners, professional press, clients and others, also developing the mortgage market in a wider perspective.
• Risk Management (1st line of defence): responsibility for managing (non) financial risks regarding Mortgages NL by delegating the execution of risk assessments, controls, and mitigation. Applying the risk management framework and risk appetite according to ensure adequate management of risks impacting the mortgage business. 

These responsibilities are reflected in your KPIs on clients (e.g., NPS clients and intermediary business partners, time to yes in (digital) customer journeys and market share), financials (e.g., net income, margin, RoE and costs), ESG (e.g., share of high-quality housing in new production and home retrofits), people (e.g., diversity and organisational health), adding to the growth of our (primary) customer base (e.g. by mobile banking and cross-selling across the full range of financial needs) and being a safe and compliant bank (e.g., (non) financial risk and KYC within risk appetite).   

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. You:

• Have a master’s degree and at least 10-15 years of managerial experience in the mortgage and/or financial industry, with in-depth knowledge of preferably mortgage (or financial) products, distribution, pricing, corresponding risks and regulations, and proven experience in leading commercial and regulatory-driven programs.
• Know how to leverage your extensive experience in commercial and strategic roles to effectively bridge the gap between diverse teams and interests, ensuring cohesive and successful results.
• Are a role model in client centric thinking, the importance of ESG, organisational health and diversity and know how to establish a high-performance culture.
• Know that a customer centric approach, visionary leadership and excellent communication skills are the cornerstones of innovation and commercial success.
• Collaborate and build relationships with internal and external stakeholders.
• Are able to navigate different perspectives and manage conflicts professionally.
• Drive towards meaningful and sustainable impact with determination in a persistent and constructive manner.
• Demonstrate a high level of self-awareness, use feedback and reflection, and are able to adjust behavior where needed.
• Know that leadership is a team effort fueled by engagement.
• Have excellent communication skills in Dutch and English, both verbally and in writing.

It goes without saying that you are an example for our orange code: you take it on and make it happen, you help others to be successful and you’re always a step ahead.

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. Whether it’s a webshop and personal budget for your home office supplies, paid maternity & parental leave, we have you covered! You can find out more about our employment conditions at ING Benefits.

The benefits of working with us at ING include:

• An excellent base salary.
• The salary is 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.

Ready to apply?

Please note that we are happy to receive your application in English. Please add a recent CV plus a cover letter in which you explain why you are the one we need for our area. We look forward to meeting you!

Procedure

Please note that it may take some time before we respond to your application and inform you about the next steps in the procedure. Then you will hear whether you will be invited for a first interview.

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.