Strategy & Control Manager

At ING we are looking for a Strategy & Control Manager  

Your role and work environment:

We are looking for a talented and enthusiastic Strategy & Control Manager to join our Strategy Team of Contact center Tribe.

Your key responsibilities:

As a Strategy & Control Manager in the Contact Center Tribe (COO domain), you will operate at the intersection of strategy, financial control and execution. Acting as a trusted advisor to the Tribe leadership team, you will ensure comprehensive budget ownership and performance control of the contact center operations, including the monthly required calculations and forecasts for internal and external stakeholders. You will manage communications, presentations, and follow-ups with precision, enabling predictable, transparent, and impactful decision-making at ExCo and MT level.

You will provide robust data analysis, insights and reporting to the Tribe
leadership and delivery teams to support strategic decision-making, goal
tracking and the identification of performance levers. You will also be
responsible for leading a small team of specialists covering budget control and
data analytics for the entire call center tribe.

This position requires someone who thrives in high-pressure environments,
combining strong analytical and financial acumen with excellent communication
and negotiation skills. You will handle complex stakeholder demands, tight
deadlines and senior-level requests with composure, discretion and integrity.
The ideal candidate is a highly organised, self-directed executor who brings
structure, clarity and reliability to complex operational and strategic topics.
Strong communication skills are a must, as well as being comfortable working
with ambiguity and senior stakeholders.

You will join a small, high-impact team at the heart of the Contact Center Tribe,
working closely with the Tribe leadership team, Finance, Control Functions, and
senior stakeholders across the organisation. You will lead a team of three
people:

- Two budget controllers responsible for estimations, monthly required
calculations, and forecasts for external call center agencies and internal stakeholders, under your direction.

- One data analyst providing analytical support to the entire call center tribe,
with a key role in KPIs tracking, performance monitoring, identification of action levers and measurement of results.

Roles and responsibilities

- Own and control the end-to-end contact center budget, including monthly
required calculations, forecasts and scenario generation for internal and external stakeholders.

- Act as the main interface with Finance and Control Functions, ensuring full
financial transparency, accuracy and compliance.

- Advise and support the Tribe leadership team in the execution of the short-
and long-term agenda.

- Pro-actively provide the Tribe leadership with insights, observations and key
talking points for ExCo and MT meetings.

- Prepare high-quality presentations and materials for ExCo members and MT
members.

- Lead, coach and coordinate a team of four specialists across budget control and data analytics.

- Provide robust data analysis, reporting and performance tracking for the call center tribe, including objective monitoring, identification of action levers and measurement of results.

- Facilitate communication and collaboration across stakeholders by connecting the dots and ensuring consistent information flow.

- Negotiate and align with internal and external stakeholders when required.

- Manage ad-hoc senior-level requests and high-pressure deliverables with
precision and reliability.

What are we looking for?

Want to know if this job is made for you? These are some of the qualities that we value the most for this role. And if the shoe fits… don’t hesitate to apply!

- Master’s degree, preferably in Mathematics, Finance/Accounting, Economics

- Work experience of a minimum of 5 years of experience within a bank or financial institution

- Strong analytical and data-driven mindset, with the ability to translate
complex information into clear, actionable insights.

- Excellent financial and budget control capabilities, with experience working
closely with Finance and Control Functions.

- Proven ability to perform in high-pressure environments and manage senior-level demands (ExCo and MT).

- Excellent communication and negotiation skills – concise, impactful and
adaptable to senior audiences.

- Highly organised, structured and detail-oriented, with strong execution
discipline.

- Strong leadership skills, with experience managing and developing small
teams.

- Advanced PowerPoint skills and experience preparing senior-level
presentations.

- High level of spoken and written English.

- A proactive, resilient mindset, comfortable navigating ambiguity while keeping delivery on track.

- Ideally have experience in call center environments.

What do we offer?

The time you spend at work, the challenges you face or the lessons you get are very important, but… What about your personal life? At ING we want your work to fulfill you in every way, and that is why we take care of even the smallest details.

Check out what is waiting for you!

Be flexible my friend.

Our model is all about flexibility and accountability. Keeping both our customers and our colleagues’ needs in mind, you determine together which days you work at home and which you come to ING MAD to offer your best self. Do your thing.

Restaurant card.

So that thinking about what to have for lunch doesn’t take up your time or your cravings.

Our house will be your home.

In our offices you can find electric mobility solutions, doctor, hairdresser, gym, The Good Service (to help you with your errands) and much more!

Health insurance.

For you and all your family (spouse/partner and children).

Life insurance.

We help you protect what matters most to you.

Flexible remuneration.

In addition, you will enjoy our flexible remuneration model, through a more tax-advantaged way, you will be able to access other services such as nursery, transport card, training aids…

Free company shuttle.

It doesn't matter where you live. We have 6 routes (North, Central, South, A5, A42 and A6) to get you to our ING office in Madrid comfortably.

Banking benefits.

Special loans with more beneficial conditions.

Special mortgage conditions after 6 months working at the bank.

And you can benefit from our pension plan after 1 month with us!

More vitality and more belonging

360º care of the employee (physical, mental, social connection & purpose).

Physiotherapy service on site.

Clinics with professional, world-class athletes.

Gympass service.

Employee Networks: Rainbow Lions (LGBTQI+), Leonas & RIÑG.

International Remote work program.

Get to know Us

We are a team of more than 1700 people sharing one idea: doing our bit in helping our clients create a better future for themselves, by providing them with the tools they need to get where they want to go.

A fully online bank where technology, innovation, simplicity and transparency are the main ingredients, and the first one to work with agile methodologies.

And although we are based in Spain, we are lucky to work in an international bank with presence in more than 40 countries.

We are proud to have a diverse team, and we are committed to continue developing a culture of Diversity, Inclusion and Belonging to foster a culture of collaboration and innovation that represents all collectives in the society.

And even though we look orange on the outside, we are green on the inside. Our ambition in Sustainability is Empowering (y)our Sustainability journey. We are embarking on our path, for us, but we are also there for when our clients decide to embark on this journey.

Making things happen, helping others be successful, always being one step ahead—that’s our DNA. If you look at yourself in the mirror and your reflection matches our way of being and working…we are looking forward to meeting you!

________________________________________________________