Cluster Lead Remote Advice

A mortgage is more than a financial product
Buying a home is a major life decision; not just financially, but also 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. It goes without saying that ING wants to support its (potential) clients at that moment.

Mortgages are also crucial for ING NL, both from a client and a financial perspective. Mortgages form a key part of ING’s balance sheet and help foster long-term client relationships built on engagement and trust. ING also 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 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. Over 600,000 Dutch homes are financed with an ING mortgage. ING Mortgages NL aims to be the market leader with firm ambitions in growth and to lead the way in sustainability. Taking out a mortgage is the start (or consolidation) of a long-term relationship with a client and contributes strongly to ING-wide ambitions on e.g., engagement, mobile primary customers and broad product ownership. 

Advisory Team Mortgages

Roughly 300 advisors in different roles and with different skills of ING’s Advisory Team Mortgages (ATW) help (potential) clients (remote and face-to-face) in financing their housing needs and extend the conversation wider to topics such as insurance and sustainability.

In general, ATW is organized in six clusters. In-Life Management supports clients during life events like divorce or bereavement. The Digital Mortgages Team handles intakes and mortgage increases without advice, focusing on lead generation, efficiency, and conversion. The advisors in five Local teams help clients both remotely and face-to-face with financing their housing needs. 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. Advisors at the Central teams help clients remotely in financing their housing needs. They are focused on agenda management, efficiency, and conversion. A number of customer segments require specific marketing, collaborations and/or advice, e.g., expats, newly built and Private Banking/DGA. The focus of this cluster is on the further development of our networks, expertise and a customer service delivery that will enable ING to realize its growth ambitions in these segments. The Commercial Strategy & Change Team translates ING’s mortgage strategy into action.

The opportunity

As Cluster Lead for the remote teams of ATW, you are the driving force in realizing our firm ambitions in growth and sustainability within the direct distribution channel of ING.

You lead six Leads who manage the remote advisory teams Mortgages. Your challenge is to drive strategic and tactical leadership in enhancing our remote advice capability and effectiveness across the teams. Focusing on digital savviness and improving conversion. You take the lead in the operating model, boosting sales performance, and continuously optimizing conversion and efficiency.

This requires deep expertise in customer segments, commercial strategies, and service concepts. You foster a culture of ownership, where advisors are keen to convert each customer conversation in a deal.  With a lot of new advisors joining these teams you build a culture of learning, strong customer focus and ability to combine the best of our digital capabilities with the best of our human capabilities. You are a key member of the Leadership Team of ATW, shaping strategic dialogue and decision-making. You translate ING’s ambitions into actionable sales plans, ensuring alignment between central strategy and execution at teamlevel. You coach and empower your Leads to optimize performance in customer satisfaction, conversion, cross-buy, and sales effectiveness, while maintaining a safe and compliant environment. With a strong commercial drive and data-informed mindset, you identify opportunities, eliminate friction, and guide teams toward sustainable growth. Ultimately, you are the figurehead of remote advice, bridging strategy and execution, and enabling ING to become the most loved, impactful, and valued bank for customers.

Roles and responsibilities

As Cluster Lead of the remote advisory teams for mortgages, you:

• are responsible for “your” teams being "safe and compliant".
• bear responsibility for employee and customer satisfaction and engagement.
• are responsible for realizing “your” commercial ambitions and financial objectives.
• stimulate commercial performance in e.g., leads, conversion, fee income, inflow and x-sell.  
• stimulate operational performance in e.g., appointment management and FTR.
• inspire Leads and advisors in commercial drive and sales skills.
• prove your innovative strength by embracing new (digital) commercial opportunities.
• engage people to further grow our in e.g., efficiency and effectiveness.

These responsibilities are reflected in KPIs on clients (e.g., NPS, production and market share), financials (e.g., costs), ESG (e.g., share of high-quality housing in new production and home retrofits), people (e.g., organisational health), adding to the growth of our (primary) customer base (e.g. by cross-selling across the full range of financial needs) and being a safe and compliant bank (e.g., (non) financial risk and advice quality).   

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. This challenge calls for a visionary yet pragmatic leader who is data-driven, customer-obsessed, and capable of building bridges between strategy and sales. You:

• have an academic level of working and thinking.
• have an extreme customer focus and a proven track record of commercial execution power.
• have at least 10 years of proven experience in motivating and managing (hybrid) sales teams.
• know how to support “your” Leads in commercial, management and personal challenges.
• understand client needs and the role of mortgage advice for financial health and sustainability.
• have experience with the data-driven sales management and improving service concepts.
• are proactively building and visible in relevant internal and external networks.
• ideally have WFT Basic and Mortgages and up-to-date knowledge on mortgage advice.  

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.

The Cluster Lead for the remote teams 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 & 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 here.  

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation

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. Read more about that here: Working at ING   Join us and apply today!