Circle Lead Business Banking Daily Banking Operations Manager

4 weken geleden

Leeuwarden, Friesland, Nederland ING Voltijd
About the Role

As a Circle Lead at ING, you will be responsible for leading a team and developing, innovating, and safeguarding knowledge within your domain. You will optimize productivity and customer satisfaction in operations, enabling ING to operate at the highest levels of operational efficiency.

The Super Circle Business Banking Daily Banking is part of the Area Business Banking Operations, within COO NL. This Super Circle handles customer requests and interactions for our business banking customers. The foundation of this Super Circle consists of self-managing operational teams, also known as Customer Loyalty Teams (CLTs). A cluster of 3 to 5 CLTs forms a Circle, and several Circles together make up the Super Circle. Each year, we process hundreds of thousands of customer requests, striving for excellent service and a perfectly running operational organization.

Key Responsibilities

- Ensure that customer questions and requests are handled directly without transfer moments (case ownership)
- Manage the entire customer process within your Circle, continuously implementing improvements to enhance efficiency
- Maintain strong relationships with Tribes, who are responsible for ING's products, processes, and systems

Requirements

- Current residency in the Netherlands and fluent in the Dutch language
- HBO or WO degree with relevant operational management experience
- Experience in change management, both from a people and a process perspective
- Experience in leading operational teams
- Experience with large transformation projects and their implementation in operations
- Strong stakeholder management skills
- Analytical, data-driven, and result-oriented
- Service- and commercially oriented
- A coaching leadership style, focused on the development of your team

About ING

At ING, we believe in placing the right people in the right roles, both now and in the future. That's why we invest heavily in personal growth and development, and we encourage you to take the initiative to continually improve yourself.

Rewards & Benefits

- 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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