Huidige banen gerelateerd aan Manager Daily Banking - Leeuwarden - ING

**Manager Daily Banking & Specials (Super Circle Lead) |**

**Super Circle Daily Banking & Specials**

**About the Super Circle Daily Banking & Specials**

Within the Super Circle Daily Banking & Specials we perform requests and in life management activities for our customers on areas like payments, legal administration, seizures, investments and successions. On an annual basis, we process hundreds of thousands of customer requests. We strive for an excellent service for our customers within a perfectly running operational organization. A satisfied customer is our top priority

**Customer Loyalty Teams, Circles and Connecting Tribes**

The basis within this Super Circle is formed by self-organizing operational 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 SC Daily Banking & Specials has 6 Circles (Payments and Current Accounts and Cards, Legal Admin, Successions, Service Desk Specials, Seizures and Bankruptcies, Investments) led by 8 Circle Leads.

Next to that, the Connecting Tribes squad, currently consisting of 3 CJE’s of which one is the PO, also report into this role.

**What will you do as Super Circle Lead Daily Banking & Specials?**

You are responsible for the performance, the people, and the creation and implementation of the vision and strategy of this whole Super Circle. Of course this has to align with the DBNL Horizon ‘28 vision. You set the priorities and goals for your leads and CJE’s, and help them in achieving these. These goals will be focused around the “run” side of the Operational teams, as well as the change side.

On the change side, digitalization will be a major focus the next years. Next to that, ING Global‘s priorities towards sourcing have increased, and identifying what this means for your Super Circle is also a key objective.

You are an inspiring motivator who, with your own style and fresh perspective, know how to move and connect with your leads, CJE’s and members. You provide the right context, so that it’s clear for everyone what the objectives are that they are working towards and why. You are an ambassador of the service-oriented culture within Retail Operations. In addition to your ambassadorship, you know how to convey our corporate culture (Orange Code) and give it concrete shape.

You have a passion for performance and are disappointed when the result is not achieved. But You know better than anyone what the causes are and how to act, with the aim of providing a predictable and customer-oriented service. You understand the numbers, can explain them and understand which buttons have to be pushed. You act on this with the aim of being predictable and staying in control. An important aspect is that you act on the basis of facts and figures, take responsibility yourself, continue to ask critical questions and make connections. Someone with a heart for business and people.

The starting point of your leadership is focused on service and process improvements that contribute to handling requests even better. You have an eye for improvement potential and see opportunities for improving our service concept. You become enthusiastic about things that go well, but even more about identifying improvements and taking this on to take our services to a higher level. You will work together with your leads, CJE’s, and with ING Tribes to digitize, robotize or automate the processes. The Tribes within ING are responsible for the development and management of products, processes and systems.

In addition to the processes, it is your responsibility to contribute to the growth and commercial results. You demonstrably know how to save on operational costs and increase commercial strength. In addition to your Circle, you contribute to the bigger picture, you know how to inspire colleague leads and you take the performance and quality dialogue to a higher level.

**What does this role require of you?**
- Experience in leading operational teams
- Experience in large transformation projects, and on their implementation in operations.
- Stakeholder management - you know how to communicate and get things done at all levels in the organization
- 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;
- You coach leads in their development and craftsmanship;
- Together we achieve more; 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;
- You are the example and promoter of the Orange Code;
- And of course you take a satisfied customer, in everything you do, as a starting point.

**What do we ask**
- O