Not specified (assumed to be hybrid or remote based on industry standards but not explicitly mentioned).
Lead contact center professionals
Drive operational excellence
Customer centricity culture
ING Hubs Philippines is seeking a Circle Lead for Customer Loyalty who will oversee retail banking operations, focusing on customer service excellence, operational efficiency, and team development. The ideal candidate will lead a team of contact center professionals and drive performance improvements while fostering a customer-centric culture
Job Summary
The role involves leading a Circle of Contact Center Professionals to deliver operational excellence and drive change within ING's shared services organization.
You will be responsible for setting up new retail banking processes, adapting operating models, and ensuring the team achieves key performance targets.
The position requires fostering an inclusive culture, mentoring staff continuously, and proactively managing attrition while handling complex escalations.
Matching Summary
Match Score: 85
ING Hubs Philippines is seeking a Circle Lead for Customer Loyalty who will oversee retail banking operations, focusing on customer service excellence, operational efficiency, and team development. The ideal candidate will lead a team of contact center professionals and drive performance improvements while fostering a customer-centric culture.
Skills & Requirements
Must-have
Lead Contact Center Professionals
Drive operational excellence
Customer centricity culture
Data driven mindset
Performance management coaching
Nice-to-have
Inclusive Orange Behavior culture
Agile Way of Working
Stakeholder collaboration skills
Strategic influence building
Flexible workforce arrangements
Key Requirements
Leadership experience in Retail Banking Operations