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Product Manager

2 weeks ago

Sydney, Australia ING Full time

ING, Australia’s most recommended bank for the 3rd year running is looking for a **Product Manager (Mortgages Process Optimisation)** that will implement process improvement initiatives across the Mortgage originations process, to improve time to decision and customer experience whilst reducing our risk exposure.

You’ll be part of the Mortgages Tribe who are responsible for driving the end to end performance of the mortgage business through development of a clear mortgage strategy, and working with all areas of the business, to drive cross functional execution of this strategy. Within the Tribe, the Acquisition & Pricing chapter is focused on designing and delivering initiatives to support the acquisition of mortgage customers using pricing, policy, product and customer experience levers, to ensure ING’s Mortgage products perform as expected.

You’ll be responsible for completing and maintaining customer and market assessments on key capabilities within ING, implementing improvements to originations processes, policies and controls leveraging insights from multiple areas, working collaboratively across internal teams, working directly with vendors supporting operations processing, reviewing, strengthening and maintaining governance processes within ING, and developing and managing reporting on the end to end process in mortgages.

Are you ready to optimise the process to the best it can be

**What are you going to do? You will be**
- Implementing initiatives that increases % of deals that are ‘straight through processed’ across broker and direct channels
- Implementing initiatives that reduces both time to decision and originations unit costs
- Analysing moments of truth and monitor customer feedback to identify opportunities to improve the customer, banker and broker experience
- Implementing initiatives that improves customer experience scores throughout and at completion of the originations journey

**What are we looking for? Someone who has**
- Knowledge of Mortgages operational processes, vendors, credit policy and regulatory requirements
- Experience supporting changes to Mortgages processes, policies & vendor relationships that have led to demonstrable uplift in customer experience & reduction in time to decision and risk
- Tableau / Excel fluency to support reporting development and management as required
- Sound communication and presentation skills
- Curiosity and likes to be proactive when trying to learn about and improve existing processes
- Strong self-motivation skills and is highly accountable

**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 modern and progressive team where individuality isn’t just accepted, it’s encouraged. You’ll be surrounded by people who are friendly, inclusive and respectful, who want you to reach your potential. It’s one of the many reasons we’re proud to be an Employer of Choice for Gender Equality.

We give people the freedom to take risks, stay curious and think differently, and seek new and better ways to make 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.

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.)