Circle Lead, Mortgages Applications - AU at ING

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

04 Jan, 26

Salary

0.0

Posted On

06 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Centricity, Performance Management, Coaching, Mentoring, Collaboration, Operational Excellence, Change Management, Data Driven Mindset, Problem Solving, Contact Center Management, Employee Development, Process Improvement, Stakeholder Engagement, Cultural Development, Escalation Management

Industry

Financial Services

Description

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 Banking Operations (Daily Banking, Savings and Investments, Credit and Loan Products, Client Life Cycle, Contact Center, and Chat & Voice 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 mostly consisting of Contact Center Professionals 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. 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. Plays an important role in implementing the flexible workforce arrangements within Retail Operations We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have opportunities that will inspire and push you to grow. Your future at ING starts with one application. Ready to join? We’ve got plenty of opportunities to match your skills and aspirations! Use the filters below the search bar – like location and job type – to help you find the perfect fit. Start exploring now and discover where your next career move could take you!

Responsibilities

The Circle Lead will oversee a team primarily composed of Contact Center Professionals, ensuring effective division of work and operational processes. They will drive performance improvements and foster a customer-centric culture within the organization.