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The challenger bank has brought together its direct and third-party business units under the leadership of Mark Woolnough in the newly created role of head of distribution.
The new structure aims to ensure a smooth and seamless experience for customers, regardless of their channel preference.
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“We have customers who have come to us directly for their everyday banking, but they may have a mortgage with us through a broker, and there should be no difference in how these customers experience our brand, whether through direct everyday banking or their broker-introduced home loan,” Mr Woolnough said.
“By bringing together these two areas of our business we are aiming to create a ‘centre of excellence’ for mortgages, ensuring all our customers get the same consistent and great experience of our brand.”
Mr Woolnough joined ING in 2000 as a relationship manager, and headed up the former direct mortgages team before taking on a leadership role as head of third-party distribution, responsible for the bank’s relationships with brokers and advisers which currently drive 90 per cent of the bank’s home loan business.
In his new role, Mr Woolnough reports to Melanie Evans, ING’s head of retail.
