Lead Contact Center Ii

bankcarriere.nl

Fully remote
5+ years contact center management experience
Banking and financial services industry background
Shared service environment experience
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence in ING's shared services organization

Job Summary

  • The role involves leading a Circle of Contact Center Professionals to deliver operational excellence in ING's shared services organization.
  • Candidates must drive flexible workforce arrangements, implement new retail banking processes, and ensure adherence to key performance targets.
  • The position requires fostering an inclusive culture while managing escalations for complex issues and advising strategic management on solutions.

Matching Summary

The role involves leading a Circle of Contact Center Professionals to deliver operational excellence in ING's shared services organization.

Skills & Requirements

Must-have

  • 5+ years Contact Center management experience
  • Banking and Financial Services industry background
  • Shared Service environment experience
  • Team leadership and workforce scaling
  • Data-driven performance improvement
  • Risk awareness and mitigation

Nice-to-have

  • Customer Centricity culture creation
  • Agile working methodology
  • Inclusive Orange Behavior culture
  • Cross-cultural collaboration skills
  • Change management influence
  • Growth mindset and curiosity

Key Requirements

  • 5+ years relevant team management experience
  • Experience in Banking and Financial Services
  • Background in Shared Service environments

Work Rights

Not specified

Tailored Resume

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