Description:
We’re on a digital transformation journey at ING, and we’re looking for passionate and innovative people to help elevate our customer experience and shape the future of banking.
A new opportunity is now available for an experienced Senior Manager, Financial Health to join our Lending Operations Leadership team and make an impact.
You’ll be responsible for managing our teams working on financial hardship and collections activities. In addition to leading the department, you’ll design and embed collections processes for both of our unsecured and secured retail credit product portfolios, including mortgages, priority commercial mortgages, credit cards and personal loans.
As part of our Senior Leadership team, you’ll be an active contributor in establishing and delivering on the agreed vision and strategy of the Financial Hardship & Collections functions. You’ll also be responsible for ensuring our collections framework are aligned to our local and global strategy, including meeting all regulatory obligations.
Your position will be accountable for leading 4 leaders directly and approximately 35 indirect reports located primarily onshore in Australia.
This is a permanent role based in Sydney.
What you’ll do
- Set the strategic direction of Financial Hardship. Build and maintain a customer-centric function that makes the difference for our customers in their time of need, whilst meeting regulatory & ING requirements.
- Set the strategic direction of Collections. Build, implement and enhance the end-to-end processes to manage ING’s portfolio, with emphasis on sustainable cure for our customers. Responsible for managing the net lending loss.
- Represent ING towards regulators (APRA, ASIC, BCCC etc), rating agencies and industry forums on topics related to financial hardship, arrears management, financial support and any other related topic. Own and deliver ING commitments regarding Financial Health towards these regulators.
- Utilise processes, technology and people to effectively and efficiently manage the bank’s arrears to within acceptable levels and proactively manage the various portfolios to reduce losses. Partner with local & global stakeholders such as Tech, Product and Risk teams in doing so.
- Drive a culture of continuous improvement and innovation to improve service, reduce costs and manage risk within appetite. Develop advanced digital models & channels that are scalable, optimise returns and provide a best-in-class customer experience.
- Work cross-functionally across the organisation (both within Australia and abroad) and with other senior leaders to drive change and improvement to support the Financial Health strategy.
- Ensure Financial Health activities are not just compliant but also deliver differentiating experiences in the areas of Hardship and in dealing with vulnerable customers
What we’re looking for
- Previous experience in a Senior Manager role with a strong focus on collections, hardship and/or customer solutions.
- The ability to drive execution, as well as implement and manage complex organisational change on a large scale.
- Strong senior stakeholder management skills, and the ability to communicate with and influence at Executive level.
- Proven experience in dealing with regulators in the Australian market, ideally within financial hardship and collections, i.e. ASIC.
- Experience in strategically leading teams of a similar size to success.
What’s in it for you?
- Drop everything and learn with over 16,000 professional and personal development courses to choose from
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on approved sustainability activity
About Us
At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too.
When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.
We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.
We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.
Sound like the kind of place you’d feel at home? We’d love to hear from you.
(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)
Need more?
Contact Sabrina Huynh, Sabrina.huynh@ing.com
Applications close Thursday, the 3rd of April.
Still in two minds?
At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.
#LI-DNI