Circle Lead Client Services – Business Banking Contactcenter

The way customers interact with ING is changing rapidly. Digitalisation, AI and evolving customer expectations are making customer contact smarter, more personal and more valuable.

Within Client Services Business Banking, we are right at the centre of this shift. Today we run a strong Contact Center; in the coming years, we will continue building a modern Experience Center where human contact, data, technology and AI reinforce each other.

For this transformation, we are looking for a Circle Lead who gets energy from change, brings people along in renewal and shapes tomorrow’s service experience together with their teams.

The team

Client Services Business Banking supports business customers through phone and chat. The team handles approximately 400.000 customer contacts each year and makes an important contribution to ING’s customer experience.

Customer contact is organised in Customer Loyalty Teams (CLTs): self-organising teams that take responsibility for the service we provide to our customers. Several CLTs together form a Circle, led by a Circle Lead.

Our ambition goes beyond delivering good service. We are building a future-proof organisation where operational excellence, customer experience, digitalisation and AI come together. This calls for leaders who can manage today’s operation successfully while also giving direction to change.

Roles and responsibilities

As Circle Lead, you are responsible for the performance, development and future-readiness of your Circle. You create the conditions for teams to excel, while helping them prepare for a future in which AI, automation and digital service will play an increasingly important role.

• Leading your Circle towards an excellent customer and employee experience.
• Realising operational goals on quality, customer satisfaction and productivity.
• Building ownership, craftsmanship and a continuous-improvement mindset within the teams.
• Improving customer journeys and processes so they become smarter, simpler and more digital.
• Using data to make performance predictable, transparent and manageable.
• Leveraging digitalisation, automation and AI to further improve our service model.
• Contributing actively to the development from Contact Center to future-oriented Experience Center.

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.

In this role, you will be successful if you combine people-focused leadership with a strong focus on results, change and innovation. You recognise yourself in the following:

• You inspire people and know how to bring them along in change.
• You speak Dutch at Native level.
• You combine people-oriented leadership with a clear focus on quality, results and output.
• You are analytical, fact-based and comfortable steering on data and performance insights.
• You see opportunities to make processes smarter, simpler and more digital.
• You have affinity with innovation, digitalisation, automation and AI applications.
• You are a strong connector and work effectively with stakeholders within and outside Operations.

You bring the following background and experience:

• Higher professional or university working and thinking level.
• Experience leading operational teams, ideally in a customer contact, service or operations environment.
• Experience with performance management and continuous improvement.
• Strong analytical skills and experience with data-driven steering.
• Experience with change initiatives and organisational development.
• Strong communication skills and the ability to coach, inspire and develop people.

Why this role?

This is a role for someone who wants to make impact. You will lead an important part of the service we provide to business customers and play a key role in transforming our Contact Center into an Experience Center.

You will step in at a moment when technology, customer experience and human craftsmanship are moving closer together. We are therefore not looking for someone to simply manage the current situation, but for a leader who wants to build tomorrow’s service experience with us.

Do you see opportunities in change? Do you believe technology and AI can make employees stronger and improve customer experience? And do you want to play a key role in the future of Client Services Business Banking? Then we would like to meet you.

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. Find out more about our employment conditions.

The benefits of working with us at ING include:

• 25–28 vacation days depending on contract

• Pension scheme

• 13th month salary

• 8% holiday payment

• Hybrid working

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

Curious about how ING empowers people and businesses to move forward?

Discover what we do and what we can offer you.

Questions?

Please visit our Frequently Asked Questions section to find some answers on questions you might have.

Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.