Supercircle Lead Collections

6 maanden geleden

Amsterdam, Nederland ING Voltijd

**Do you want to join us in our mission to help 1 mil. customers to become financially healthy? **Are you obsessed with customers and want to shape our service to help customers with financial difficulties? Are you passionate about making a positive impact on future generations by leveraging your expertise in customer service, operational management & leadership within the financial sector? Then this might be the job for you, as we are looking for an enthusiastic new colleague to become the Supercircle Lead of Collections NL.

**The team**

Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers with (potential) financial difficulties 'personal, easy, smart and frictionless’ solutions and expert support in our service center when needed. By doing so we want to prevent customers from getting into financial problems (Prevention) and to help those with ING product-related debts cure out of arrears in a sustainable fashion. Focusing on the one hand on offering customers the possibility to handle their arrears independently and digitally, while offering personal and relevant service through our Supercircle when it comes to complex financial problems.

**Supercircle structure**

The basis within this SuperCircle is formed by self-organizing teams (Customer Loyalty Teams (CLTs). They consist of approximately 11 members per CLT. A cluster of 3 to 5 CLTs is called a Circle. Each Circle is managed by a Circle Lead. The Supercircle Collections has around 100 fte’s and has 4 Circle leads. As supercircle lead you will be part of your own Supercircle LT but also part of the Tribe Collections LT.

**Roles and responsibilities**

In the upcoming years the change side will be focused on shifting towards our focus of digital when possible and offering in depth expertise to get to the root cause of financial difficulties and with that help customers to prevent or sustainably cure out of. While also looking into how we can organize more efficiently to be able to offer our customers these new services.

You have a passion for customer experience and know better than anyone what the drivers are and how to act. You work with and acknowledge the power of data. Therefore, you know the numbers, can explain them and understand which buttons have to be pushed to improve performance. You act on this with the aim of being predictable, offering excellence customer service and staying in control.

You have an eye for improvement potential and continuously look for opportunities to improve your supercircle. You are enthusiastic about things that go well, but even more about identifying improvements and taking this on to continuously improve for our Customers, members & ING.

You:

- Are responsible for performance, the people, and translation and implementation of the Collections vision and strategy of the whole SuperCircle.
- Set the priorities and goals for your leads and help them in achieving these. These goals will be focused around the “run” side of the CLT’s (both Call, back office & expert teams), as well as the change side to execute our strategy.
- Are an inspiring motivator who, with your own style and fresh perspective, knows how to move and connect with your leads, members and the tribe colleagues.
- Provide the right context, so that it’s clear for everyone what the objectives are that they are working towards and why.
- Know, in addition to your ambassadorship, how to convey our corporate culture (Orange Code) and lead by example.
- You have a ‘take it on and make it happen’ attitude.
- Analytical, data driven; you steer on data, facts and output. You also know how to use this data to make concrete improvements to improve customer experience and effectiveness.
- You are service-oriented and commercially oriented;
- And of course, you take a satisfied customer, in everything you do, as a starting point.

**How to succeed**

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even better version of yourself.

As our new Supercircle Lead Collections you have experience in leading customer service teams and in setting up and implementing large transformation projects. You see giving and receiving constructive feedback as important conditions for good cooperation. You look wider than your own department, actively share your expertise and help colleagues from other departments to be successful. Futhermore, you coach leads in their development and craftsmanship you are the example and promoter of the Orange Code.

**About you**
- Our teams work and speak **Dutch**, so you will need to be able to do this as well or have at least a fairly good understanding of the Dutch language in order to succeed in this job
- A WO diploma; with relevant **operational management experience**:

- ** Knowledge of (banking) proces

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