Daily Banking Customer In-Life Expert

at  ING BANK NV

The Daily Banking Customer In-Life Expert, working in Agile organization, has the responsibility to develop and manage Customer In-Life for Self-Employed, Micro-enterprise and SME. Jointly with COO domain, and Business Banking Team, set priorities, manage internal and external stakeholders with the aim to develop in effective way a proper service line for customer, identifying and solve impediments and helping other team members in day-to-day activities
Key Responsibilities
Design and drive development of customer in life strategy for Business Banking client jointly with Operation department,
Coherently with product/service offered, identify target processes to be developed for an effective customer service and drive the execution,
Support internal and external stakeholders (eg. IT, Compliance) during development phases,
Set, measure, and supervise service KPI achievement ensuring the respect of the expected level of service and customer satisfaction, providing a continuous update to relevant stakeholders,
Provide periodic analysis on customer’s need and request/suggestion/pain points to improve customer experience,
Continually observe market trend and suggest evolution plan to improve service offered and/or facilitate target achievement,

MAIN COMPETENCES AND SKILLS:

Master’s or bachelor’s degree, postgraduate or equivalent background in Economics, Management, Engineering and similar is desirable,
A remarkable knowledge of customer in life management, especially for Self-Employed, Micro-enterprise and SME, is needed, including innovation trends, benchmark and competitors’ overview,
Solid experience of working autonomously in a dynamic and collaborative environment, identifying new potential business opportunities and improvements,
Outstanding written and oral communication skills, together with ability to produce clear and concise presentations and interact directly with top management or senior colleagues,
Knowledge of markets and the competitive landscape in the Banking industry (Business financing domain is a plus),
Strong strategic thinking, collaboration, and communication skills,
Knowledge of banking law and regulatory impact

Please refer the Job description for details