Role and responsibilities

As Operations Support – Loyalty, you play a pivotal role in ensuring the smooth operational, financial and commercial functioning of ING’s Loyalty propositions (including ING Punten, Dealwise and Beyond Banking partnerships). You are the central point of coordination between Customer Service, Finance, Fulfilment, Marketing, external suppliers and category partners. By owning operational processes end-to-end, you enable the commercial teams to focus on growth, partnerships and innovation, while safeguarding accuracy, efficiency and compliance in day-to-day operations. This role combines hands-on operational execution with analytical and category-oriented responsibilities, and is critical to the scalability and reliability of the Loyalty ecosystem.

Key responsibilities

Operational ownership & coordination

Act as first point of contact for operational escalations coming from Customer Service
Coordinate and align daily operations with warehouse & fulfilment
Own and optimise administrative and operational processes, including returns and exception handling
Manage user access and authorisations in operational systems and admin portals
Ensure First Time Right (FTR) handling of customer issues and operational corrections

Financial administration & invoicing

Own end-to-end invoice validation and processing for suppliers and logistics partners
Check monthly invoices for correctness and maintain financial overviews
Prepare and manage PO budgets on an annual basis
Monitor invoice and PO status in finance systems (e.g. eProfit) and follow up on outstanding items
Prepare and issue credit notes where required
Act as operational liaison with Finance and Business Support

Commercial Support

Support category management for selected (non-key) partners
Coordinate onboarding of new suppliers, including:
- Contract setup
- System and process alignment
- Internal stakeholder coordination
Prepare supplier and performance updates (sales, conversion, stock, margin)
Analyse assortment performance, including sales, conversion, inventory and margin
Review and approve price changes in line with agreed governance

Reporting & analytics

Prepare and maintain monthly operational and performance reports
Provide insights on stock levels, logistics flows and financial performance
Support forecasting activities (short-term and annual)
Translate operational data into clear insights for stakeholders

Marketing & campaign alignment

Align with Marketing on campaign planning and communication
Support execution of campaigns from an operational readiness perspective
Ensure product availability, pricing and fulfilment are aligned with campaigns

Relationship & event coordination

Support the annual organisation of the ING Loyalty Relatiedag
Coordinate internal and external stakeholders involved in Loyalty events
Contribute ideas and execution support for customer-facing initiatives

How to succeed

Experience & background

Several years of experience in operations, commercial support, category management or supply chain–related roles
Strong affinity with financial administration and invoicing processes
Experience working with external suppliers and logistics partners
Comfortable operating in a complex stakeholder environment

Skills & competencies

Highly structured and detail-oriented, without losing sight of the bigger picture
Strong analytical skills; able to turn data into actionable insights
Hands-on, proactive and ownership-driven
Strong coordination and communication skills
Able to balance operational execution with commercial priorities
Fluent in Dutch and English

Why this role matters

This role is a key enabler of ING’s Loyalty and Beyond Banking strategy. By ensuring operational excellence, financial accuracy and supplier performance, you directly contribute to customer satisfaction, scalability and sustainable growth of the proposition.

Rewards & 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 here. The benefits of working with us at ING include:

A salary indication tailored to your qualities and experience
36 or 40 hour workweek
25 - 28 vacation days depending on contract hours
Attractive pension scheme
13th month salary
Individual Savings Contribution (BIS), 3.5% of your gross annual salary
8% Holiday payment
Personal growth and challenging work with endless possibilities
An informal working environment with innovative colleagues
Hybrid working to blend home working for focus and office working for collaboration and co-creation
Personal growth and challenging work with endless possibilities

Want to apply directly?

Upload your CV and motivation letter by clicking the “Apply” button.

Procedure

Multiple interview steps involving various business stakeholders will be part of the selection process.

Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

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Operations Support – Global Loyalty