Lead Employee Experience and Continuous Improvement

1 week geleden

Amsterdam, Nederland ING Voltijd

**Are you willing to influence the strategy, performance, and employee experience of COO?**

Do you love to operate in an operational environment? Help to make COO a truly customer focused, people and data organisation COO NL is covering mortgages, consumer loans, business banking, private individuals, fraud, transformation office, ODCR (Operational Design, Control & Resilience), document and content services, collections, KYC (Know Your Customer) and retail contact centre. Our operational teams are delivering the best possible services in the financial sector to millions of appreciated clients in The Netherlands.

**Tasks & responsibilities**

The role of Lead Employee Experience and Continuous Improvement reports hierarchically to the Head of Strategy Execution and Employee Experience

In this role you will be leading COO towards operational excellence and an improved employee and customer experience. Being the connecting factor within CSNL and take control across areas to successfully initiate and implement projects to execute our strategy, improve customer experience (i.e., through improving performance, executing area transcending change, implementing systems etc.) and ensuring we get the best from our people by taking actions on OHI results, future smarts, diversity & inclusion and organising communications and events across COO.

Vision and strategy
- Initiator and end-responsible for vision and strategy for continuous improvement across all areas & employee experience across COO

Continuous improvement
- Implement and execute (area transcending) projects to realize our Horizon 28 ambitions.
- Migration and implementation of new tooling and systems
- Start initiatives to improve operational performance together with Operational Performance team.
- Ensure best practices are shared across CS NL
- Drive the improvement of our client experience, eliminating reasons for calls, chats and complaints.

Employee Experience
- Campaigns, communication, and content about (global) strategic topics
- Design, implement, and execute engaging internal (international) communications events from conception to completion.
- Responsible for the roll-out of Future Smarts (learnings from Global COO)
- Analyse OHI, make and execute plan to increase employee engagement (with HR)
- Leading diversity and inclusion initiatives, communication and strategy based on the needs of the team.

**About you**:
The skills you need to demonstrate, or show your ability to quickly learn them, are:

- Hands-on change professional with a strong ‘can do’ mentality, highly resilient and able to navigate through ambiguity.
- Organisational sensitivity; deep understanding of the underlying issues, opportunities, and dynamics of the organisation; strong focus on collaboration.
- Ability to take responsibility and make impact based on facts and data; have the managerial courage to question and make decisions.
- Ability to empower a team to act autonomously, think and act out of the box.
- Ability to make impact through inspiring and energetic leadership.
- Ability to ensure continuous improvement of a high performing team.
- Strong coordination and program management skills for running multiple initiatives in multiple locations and overlapping in time.
- Strong team leadership skills and ability to plan, organise, support and monitor the activities of heterogeneous teams.
- Independent and self-driven; able to design the desired outcome and deliverables of the work of the team.
- Strong delivery capability, with a proven track record and credibility in achieving results in strategic transformation programs.
- Able to work with diverse stakeholders at different levels of seniority.
- Strong influencing / negotiation skills to deliver global transformational programs.
- Strong prioritisation and planning skills; strong analytical and problem-solving skills; and ability to think out new solutions (“outside of the box”)
- Strong willingness and ambition to drive process and cultural change.

**Based on your experience, it would be great if you bring the following**:

- Minimum of 5 years professional experience in banking and/or operations.
- Strong affinity with Change, HR and people related topics.
- Track record in inspiring leadership to achieve goals.
- Demonstrated track record of building and maintaining highly collaborative, flexible, and productive multidisciplinary teams.
- A strong network within the bank and a good understanding of the organisation, strategy, and our way of working
- You have seen the business and are able to work your way through the complexity of COO globally. You can operate in a COO environment and bring content to the table.
- Can demonstrate success in establishing executive relationships and influencing executive decision-making.

**Rewards & benefits**

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our emp

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