Job Description

Business Manager COO Mortgages NL & COO Retail Operations Strategy Lead

The Mortgages domain is at the heart of ING’s Retail growth ambition. It combines a large operational footprint, significant commercial relevance, complex regulatory and risk dynamics, and a major transformation agenda across digitalisation, customer experience, efficiency and cross-country scalability. At the same time, COO Retail is evolving towards a more integrated and scalable operating model that enables countries to accelerate growth, simplify customer journeys and leverage best practices across borders.

This role sits at the intersection of strategy and execution. As Business Manager to the COO Mortgages NL and COO Retail Operations Strategy Lead, you will operate at the heart of ING's mortgage operations transformation agenda. You will support the leadership of one of ING's largest operations domains in the Netherlands while helping shape the future operating model for mortgages across Retail countries. You will be closely involved in translating ambition into concrete plans, preparing senior decision-making, connecting stakeholders across countries and domains, and ensuring momentum on the most important strategic and operational priorities.

As Business Manager, you act as the strategic right hand and trusted advisor. You operate across strategic, tactical and operational levels, combining strong business understanding with excellent execution discipline. You help create clarity in a complex environment, bring structure to senior management discussions and ensure that priorities are translated into actionable plans with clear ownership, follow-up and impact.

You will play an important role in connecting the dots between customer needs, operational performance, commercial growth ambitions, digitalisation, risk considerations and cross-country scalability. This makes the role highly visible, intellectually challenging and a strong development opportunity for someone who wants to operate close to senior leadership and build broad experience across ING Retail and COO.

Key responsibilities

You will be in contact with many different colleagues across ING to get things done. It is a stand-alone role with significant exposure, but also one of the best roles to get to know ING across countries, domains and management layers. It offers strong development opportunities, ranging from sharpening strategic thinking and stakeholder management to becoming a strong advisor, communicator and execution driver.

Your tasks will include, but are not limited to:

• Advise and support the COO Mortgages NL and COO Retail Operations Strategy Lead in shaping, structuring and executing the strategic roadmap across COO Retail Operations Strategy.
• Support the development of the mortgage operating model across Retail countries, with a focus on scalability, customer experience, operational efficiency and cross-country consistency.
• Prepare executive content, leadership communication, presentations, briefings, decision notes and strategic narratives for senior management forums.
• Own and coordinate key management rhythms, including agenda setting, preparation of meetings, capturing outcomes and tracking follow-up actions.
• Support governance around strategic programmes, cross-country mortgage initiatives, Retail COO priorities and transformation topics.
• Help identify opportunities to simplify, standardise and scale mortgage operations across countries, avoiding duplication and accelerating adoption of best practices.
• Support the preparation and orchestration of leadership forums, offsites, country dialogues, programme updates and strategic deep-dives.
• Build strong relationships and maintain high organisational sensitivity across a complex senior stakeholder landscape.
• Act as a proactive thought partner, bringing structure, challenge and pace while ensuring high-quality delivery and follow-through.

We are looking for

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning and take ownership. In return, we will back you to develop into an even stronger version of yourself.

This role is ideal for someone who enjoys working close to senior leadership, is able to simplify complexity, and can move easily between strategic thinking and hands-on execution. Strategy only succeeds when execution succeeds. That means strong analytical skills, organisational sensitivity, influencing power, clear communication and the right mindset are essential.

Furthermore, you are / have:

• Highly analytical, able to bring structure and quickly cut to the real issue.
• Strong strategic thinking combined with a pragmatic, execution-focused mindset.
• Comfortable working in an ambiguous and fast-moving environment with senior stakeholders.
• Able to translate complex topics into clear narratives, decision papers and presentations.
• Strong stakeholder management skills, with the ability to build trust across countries, functions and management layers.
• A strong communicator, able to get a message across clearly at all levels of the organisation.
• Excellent PowerPoint and Excel skills, with strong attention to detail and high quality standards.
• Strong follow-through: you do not only prepare the discussion, you also help ensure decisions are translated into action.
• Curious, Enthusiastic. Able to build and maintain collaborative and inclusive relationships.
• Excellent written and spoken English. Master’s degree preferred.

What we offer

• An inspiring and challenging role at the heart of ING Retail and COO, with significant exposure to senior management.
• A unique opportunity to support both a major NL domain and a Retail-wide strategic operations agenda.
• The chance to work on topics that directly impact customers, commercial growth, operational excellence and cross-country scalability.
• A steep learning curve across strategy, execution, stakeholder management, transformation and senior leadership decision-making.
• A broad international stakeholder field across Retail countries, COO domains and strategic programmes.
• A full-time position, 36/40-hour working week.
• Job grade: JS 17.
• Attractive employee benefits package.
• Position based in Amsterdam.