Lead Contact Center II

Job Overview

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

We are looking for a driven leader of Retail Bank Operations (Daily Banking, Savings and Investments, Credit and Loan Products, Client Life Cycle, Contact Center and Chat Support, etc.) that can deliver operational excellence and drive change. You will be in a unique and challenging position that requires running the operations, scaling the organization, and engaging and developing our people.

Key Responsibilities

• Leads a Circle consisting of Contact Center Professionals and / or Customer Loyalty Members and takes responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs.
• Setting up new retail banking operational processes and services while adapting operating models and organization design as the business matures.
• Plays an important role in implementing flexible workforce arrangements within Retail Operations.
• Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible.
• Drives the circle to achieve and exceed key performance targets. Creates a Customer Centricity Culture with the customer at its core and a winning performance culture.
• Proactive in driving performance improvements, data driven mindset, capable of performing RCA, defining relevant actions and successful execution.
• Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence.
• Enables an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way of Working.
• Fosters collaboration within Retail Operations and with the different stakeholders. Plays a key role to help others to understand and build their influence within a network.
• Understands and consistently applies Step Up Performance Management (planning, coaching, evaluation) and has continuous conversations with direct reports.
• Knows how to have the right people at the right time at the right place, which means anticipating on the attrition.
• Knows how to deal with escalations for complex and high-risk issues. Advises strategic management on measures/solutions. Provides permanent solutions.

Key Capabilities/ Experience

• 5+ years’ relevant experience in managing a team in a Contact Center, Banking and Financial Services industry, ideally in a Shared Service environment.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Independent, analytical thinker, natural curiosity, and desire to improve.  A growth mindset. ability to get people on board and to influence change.
• Knows how to strike the right balance between business and people perspective.
• Proactive and a self-starter with a Can-Do and Positive mind-set. Overall, you have a healthy work ethic and a willingness to collaborate. Capable of getting things done with Stakeholders / Support teams in the Hubs and in the countries.
• Strong organizational and cultural sensitivity. Ability to successfully work remotely in multiple countries and ensure different cultures will work together as one team; taking into account different cultures, languages and time zones etc.
• Ability to display flexibility to teams and adapt plan, approach and behavior to the different needs, cultures, and situations.
• Ability to multitask and organize, prioritize, adapt to change, and work in a fast-paced environment.

• Risk awareness and ability to interpret research results and which mitigation measures need to be designed and implemented following the research results.