Lead Change CX Agility at Bank Mendes Gans

4 weken geleden

Amsterdam, Noord-Holland, Nederland ING Voltijd
About the Role

We are seeking a highly skilled and experienced Lead to join our Change, CX & Agility department at Bank Mendes Gans. As a Lead, you will be responsible for leading a team of Customer Journey Experts and driving the customer interactions strategy and delivery of complex change initiatives for Bank Mendes Gans globally.

Key Responsibilities
  • Lead a team of Customer Journey Experts and drive the customer interactions strategy and delivery of complex change initiatives for Bank Mendes Gans globally.
  • Develop, implement, and maintain the Bank Mendes Gans product portfolio and services to support the achievement of an optimum experience for Bank Mendes Gans' global customers.
  • Drive the people agenda and spend about 30-40% of your time on people management & development.
  • Manage a team of about Customer Journey Experts, perform regular meetings with your team members, and inspire them to improve & grow and support career development.
  • Perform the annual Step-Up Performance Management cycle with your team members (target setting, mid-year review, year-end evaluations).
  • Ensure continuous improvement by providing on-the-job coaching and driving the feedback culture in teams.
  • Set standards for developing, innovating, and safeguarding craftsmanship/knowledge in the field of expertise.
  • Empower people and teams to act autonomously and hold them accountable for delivering results on Bank Mendes Gans' common purpose.
  • Safeguard the Bank Mendes Gans Way of Working in the Bank Mendes Gans organization.
  • Recruit and onboard new talents.
Requirements
  • People management skills and experience in coaching and inspiring individuals and teams to continuously improve themselves.
  • Relevant experience in transaction banking.
  • Customer Journey Expert and a proven track record in customer journeys analytics.
  • Know-how in transaction banking.
  • Proven track record in heading teams and developing high-performing teams, preferably in a Change and CX environment.
  • Experience with delivery, IT, and agility.
  • Analytically strong and have relevant experience in structuring complex problems and handling (complex) changes.
  • Experience in interpreting strategy and policy to set and deliver objectives within medium to long-term time frames.
  • Strong organizational sensitivity: ability to understand and consider the underlying issues, opportunities, and dynamics of an international organization.
  • Strong communication skills at all levels of the organization and can display style flexibility with the teams and individuals where needed.
What We Offer
  • A salary tailored to your qualities and experience.
  • 36 or 40 hour workweek.
  • Individual leave: 24+2 individual holiday days based on 36 hr workweek.
  • Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid).
  • CSR days: up to 2 days per year to actively engage in society by volunteering.
  • 13th month salary.
  • 8% Holiday payment.
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary.
  • Mobility card.
  • Attractive pension scheme.
  • Hybrid working to blend home working for focus and office working for collaboration and co-creation.

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