Lead Mortgage Advice - Local Team North West

Lead Advisory Team Mortgages | Local Team North West

Private Individuals NL | Tribe Mortgages NL | Expert Lead Retail Advice I | GJA 18

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 Lead of Team North West, you are the driving force behind ING’s ambitions for growth and sustainability in your region’s direct distribution channel. You lead a team of 15–20 mortgage advisors, inspiring them to deliver outstanding results for our clients and for ING.

Your challenge is to boost ING’s visibility and performance in the North West, especially in areas where we can grow our market share. You take the lead in strengthening local engagement, improving sales performance, and stimulating client inflow by empowering your advisors to act entrepreneurially. This role calls for a strong understanding of customer segments, commercial strategies, and service concepts. You foster a culture of ownership, where advisors proactively generate leads from their own networks and broaden conversations to include not only financing, but also sustainability and financial health. You translate ING’s ambitions into concrete local sales plans, ensuring alignment with central strategy while tailoring your approach to local opportunities. You coach and empower your team to optimize customer satisfaction, conversion, cross-buy, and sales effectiveness, always maintaining a safe and compliant environment. With a strong commercial drive and data-informed mindset, you identify opportunities, remove obstacles, and guide your team toward sustainable growth. Ultimately, you are the figurehead of local entrepreneurship and sales leadership, bridging strategy and execution, and helping ING become the most loved, impactful, and valued bank in your region.

Roles And Responsibilities

As Lead of Team North West, you:

• Are responsible for your team’s safety and compliance.
• Own employee and customer satisfaction and engagement within your team.
• Are accountable for achieving your commercial ambitions and financial objectives.
• Stimulate commercial performance in areas such as lead generation, conversion, fee income, client inflow, and cross-sell.
• Drive operational performance in areas like appointment management and first-time-right (FTR).
• Inspire your advisors with commercial drive and strong sales skills.
• Demonstrate your innovative strength by embracing new (digital) commercial opportunities.
• Engage your team to further improve efficiency and effectiveness.
• Coach and develop your advisors to grow both individually and as a team.

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

This challenge calls for a team-oriented leader who brings people together, inspires collaboration, and empowers advisors to achieve shared goals. You are hands-on, data-driven, and passionate about delivering the best results for both customers and your team.

You;

• Operate at an academic level of working and thinking.
• Demonstrate strong customer focus and a proven track record in achieving commercial results.
• Have at least five years of experience in leading teams, preferably within mortgages or financial services.
• Support your advisors in commercial, operational, and personal challenges, fostering growth and team spirit.
• Understand client needs and recognize the importance of mortgage advice for financial health and sustainability.
• Bring solid experience in the mortgage environment, with a good understanding of the entire customer journey—from initial orientation and advice to application, approval, and aftercare.
• Continuously improve service concepts and team performance through data-driven management and innovation.
• Are proactively building and visible in relevant internal and external networks, representing the organization with credibility and vision.
• Ideally possess WFT Basic and Mortgages certifications and maintain up-to-date knowledge of mortgage advice, regulations, and market trends.

Your experience in the mortgage sector enables you to translate customer insights into actionable improvements, ensuring a seamless and positive customer journey at every touchpoint.

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.

As Lead for the local team North West, you are a member of the local management team. You work closely with your fellow local managers, the Cluster Lead, and ING Sales teams. You report hierarchically to the local Cluster Lead.

Rewards And 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 at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract

• Pension Scheme

• 13th Month Salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday Payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative colleagues

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. Join us. Apply today.