Our journey with
Maarten van den Beld
- Client: ING
- Project: Deployment of Digital Professional
- Role: Chapter Lead Data
- Project Duration: 14 months
ING
“With great pleasure and positive results, we were able to deploy Daniel van den Boorn to advance a part of our digitalization ambitions. Right person, right seat. Thank you, Yellowtail Conclusion.”
Deployment of Digital Professionals at ING
The increased demand for finance professionals is clearly noticeable. The ‘search for talent’ is also a daily challenge at ING. The bank was looking for several ‘Customer Journey Experts’ for the Tribe Mortgages, including for one of the mortgage management teams. For this team, ING had been searching for a business analyst/product owner for some time to help optimize several workflows within mortgage management.
Motivation
Through a proud former employee of Yellowtail Conclusion, the idea arose to temporarily fill this role with a digital professional from Yellowtail Conclusion. These professionals bring not only the right skills but also relevant experience from other financial institutions, providing valuable new insights for a client like ING.
Thus, Daniel van den Boorn, a Consultant at Yellowtail Conclusion, came into the picture and ultimately made a significant contribution to the ambitions of this mortgage management team for 14 months. The team in question is ambitious and recognizes that management processes can be designed more intelligently and efficiently. It is crucial not only to consider the IT aspects of the systems but also to thoroughly understand all the different target groups, including customers, back-office staff, mortgage advisors, and regulators.
Oplossing
Daniel worked with the team on optimizing several workflows within the mortgage management process. These workflows still involved a relatively high amount of manual work within the system, and the implementation of changes was only partially automated. This made the process error-prone and also less intuitive for back-office staff to work with.
The result
Projects like these are never truly ‘finished.’ The ING team is committed daily to optimally serving customers, back-office staff, and intermediaries. Daniel made a significant contribution to this project. For example, substantial progress was made in automating various processes by linking different systems with smart APIs, and robots were deployed for simple tasks. This allows ING management to provide faster, better service and more consistent value to their customers. Additionally, it enables available staff capacity to focus more effectively on exceptions and value-adding activities.
