Lead Contact Center Ii

ING

Philippines
**
5+ years contact center management experience
Banking and financial services industry background
Shared service environment experience
** ING is seeking a Lead Contact Center II for its Retail Banking Operations in the Philippines, focusing on operational excellence and customer experience. The ideal candidate should possess over five years of experience in contact center management within the banking sector, with a strong emphasis on leadership, performance improvement, and customer-centric culture. **

Job Summary

  • The role involves leading a Circle of Contact Center Professionals to deliver operational excellence in Retail Banking Operations.
  • Candidates must drive change by implementing flexible workforce arrangements and adapting operating models as the business matures.
  • The position requires fostering an inclusive culture while ensuring adherence to Step Up Performance Management and continuous coaching.

Matching Summary

Match Score: 75

** ING is seeking a Lead Contact Center II for its Retail Banking Operations in the Philippines, focusing on operational excellence and customer experience. The ideal candidate should possess over five years of experience in contact center management within the banking sector, with a strong emphasis on leadership, performance improvement, and customer-centric culture. **

Skills & Requirements

Must-have

  • 5+ years Contact Center management experience
  • Banking and Financial Services industry background
  • Shared Service environment experience
  • Data-driven performance improvement skills
  • Workforce planning and scaling capabilities

Nice-to-have

  • Customer centricity culture development
  • Agile way of working methodology
  • Cross-cultural team collaboration skills
  • Inclusive leadership and coaching abilities
  • Strategic stakeholder influence

Key Requirements

  • 5+ years managing Contact Center teams
  • Experience in Banking/Financial Services industry
  • Background in Shared Service environments

Work Rights

Not specified

Tailored Resume

Cover Letter