Contact Center Circle Lead (Operations Manager)

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

Job Description

• Leads a Circle mostly consisting of customer loyalty teams (CLTs) 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
• Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible
• Motivates team members who are part of self-steering teams to support employees in achieving their ambitions
• Coach, mentor, motivate, challenge, develop and recognize CLTs on a continuous basis
• 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 the CLTs 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, review, and appraisals) 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.
• Drives the circle achieve key performance targets

Experience and Education Requirements

• A College graduate and 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.
• Risk awareness and ability to interpret research results and which mitigation measures need to be designed and implemented following the research results.
• Independent, analytical thinker, natural curiosity, and desire to improve.  A growth mindset. ability to get people on board’ and to influence change.
• 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.
• 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.