Mortgage Lead to Cash (Maternity Leave)

The Middle Office & Lending Optimization team, part of the Credit Operations area, supports the commercial network throughout the mortgage approval and disbursement process. It gathers feedback from the commercial network and Operational Teams to drive process Optimization and Quality.

They will join the Optimization team with a key role in monitoring, analyzing, and optimizing operational processes related to the mortgage product. They will support the creation of advanced reporting, performance dashboards, and continuous improvement initiatives, working closely with Front Office, Product Tribes, and cross‑functional stakeholders.

Key Responsibilities:

• Analysis of operational data throughout the entire mortgage acquisition and disbursement process, identifying trends, inefficiencies, areas of concern, and optimization opportunities.
• Design, development, and maintenance of reports and dashboards (operational, monitoring, channel performance, KPIs, and SLAs).
• End‑to‑end monitoring of the mortgage process, with a 360° view over onboarding, assessments, approvals, disbursements, and post‑disbursement activities.
• Ongoing collaboration with the Front Office, providing operational support, insights, and tools to enhance process efficiency and customer experience.
• Co‑creation with Product Tribes to optimize journeys, review processes, prevent anomalies, and contribute to digital lending initiatives.
• Ability to detail functional requirements in collaboration with the Customer Journey Experts of the Tribes.
• Follow release activities with the Tribes and, when needed, provide support in testing environments.
• Update impacted teams on new procedures or operational changes; follow any corrective actions needed after go‑live.
• Management and resolution of operational anomalies, promptly engaging the appropriate teams and monitoring remediation plans.
• Continuous collaboration with Operational Teams reporting system bugs: ability to assess issue severity and determine whether to prioritize resolution with the Tribes.
• Contribution to strategic projects focused on continuous improvement, automation, and simplification of operational workflows.

Technical Skills

• Excellent data analysis and synthesis capabilities.
• Familiarity with reporting and data visualization tools (e.g., advanced Excel, Power BI, Tableau, or similar).
• Knowledge of customer onboarding processes and the mortgage operational value chain.
• Previous experience in Lending, Operations, Process Management, or similar roles is appreciated.

Soft Skills:

• Self-aware
• Market focus
• Energizing
• Empowerment
• People Development
• Execution
• Customer focus
• Problem Solving

Working conditions: Full Time

Duration: Permanent

Location: Milan (hybrid) 

About ING

ING offers many opportunities to build a diverse and rewarding career. You will be joining an international innovative digital bank, the first in Italy to adopt a fully flexible smart working model, and you will be working in a stimulating environment where you can grow both as an individual and as a professional.

Our purpose - empowering people to stay a step ahead in life and in business - represents our belief in people’s potential. We don’t judge, coach or to tell people how to live their lives. We empower people and businesses to realize their own vision for a better future.

#doyourthing is our brand direction with us each and every day. It is how we articulate our purpose and our promise to make banking frictionless to the world. ‘do your thing’ is about people being free to live the life they want to live, knowing that they will make their world a little better for it.

Do you think you are "a step ahead"? Apply now!

The benefits of joining ING

In addition to being a part of a great team, working in a fun and innovative environment, we offer:

• Super flexible smart working
• Competitive base salaries and performance based bonuses
• Diverse cultures & Innovative mindsets
• International Environment
• Commitment to sustainability
• Lots of training development opportunities to help you grow
• Lots of moments dedicated to physical and mental well-being
• A special day off when it is your birthday: we call it #doyourbirthday!
• And of course we can’t forget: free water & coffee at the office!

Our Commitment

Diversity is a fundamental element of our corporate culture, and we are fully committed to creating a safe and inclusive environment, based on mutual respect and the value of diversity, offering equal job opportunities to all qualified candidates.

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• Apply only via official ING platforms: ING uses Workday as its internal recruitment system. Applications should be submitted only via our official career site.
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