Company
Banking
LeadContactCenterII
Neural analysis suggests this role is
optimal for Lead candidates.
“Lead Contact Center II. Skills: Contact Center Management, Retail Banking Operations, Change Management. Lead a Circle of Contact Center Professionals. Facilitate division of work volume”
Industry & Context.
Independent, analytical thinker; natural curiosity; desire to improve; Risk awareness; ability to interpret research results; design and implement mitigation measures
Ability to successfully work remotely in multiple countries, ensure different cultures will work together as one taking into account different cultures, languages and time zones etc.
What They're Looking For.
Must Have
5+ years’ relevant experience in managing a team in a Contact Center, Banking and Financial Services industry, Shared Service environment
Nice to Have
Outstanding customer service skills, dedication to providing exceptional customer care, Independent, analytical thinker, natural curiosity, desire to improve, A growth mindset, ability to get people on board, ability to influence change, Knows how to strike the right balance between business and people perspective, Proactive, self-starter, Can-Do and Positive mind-set, healthy work ethic, willingness to collaborate, Capable of getting things done with Stakeholders / Support teams in the Hubs and in the countries, organizational and cultural sensitivity, Ability to successfully work remotely in multiple countries, ensure different cultures will work together as one taking into account different cultures, languages and time zones etc., Ability to display flexibility to teams, adapt plan, approach and behavior to the different needs, cultures, and situations, Ability to multitask, organize, prioritize, adapt to change, work in a fast-paced environment, Risk awareness, ability to interpret research results, design and implement mitigation measures following the research results
What You'll Do.
Lead a Circle of Contact Center Professionals
Facilitate division of work volume
Set up new retail banking operational processes
Adapt operating models and organization design
Implement flexible workforce arrangements
Deepen field of knowledge and expertise
Drive circle to achieve performance targets
Create Customer Centricity Culture
Drive performance improvements
Define relevant actions
motivate contact center members
Ensure member adherence
Enable inclusive Orange Behavior culture
Foster collaboration within Retail Operations
Build influence within a network
Apply Step Up Performance Management
Have continuous conversations with direct reports
Anticipate on attrition
Deal with escalations for complex issues
Advise strategic management on measures/solutions
Provide permanent solutions
How You'll Work.
Team & Collaboration
Fosters collaboration within Retail Operations; Fosters collaboration with different stakeholders; Plays a key role to help others to understand and build their influence within a network; Capable of getting things done with Stakeholders / Support teams
Full Job Description
**Job Overview** The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture. We are looking for a driven leader of Retail Bank Operations (Daily Banking, Savings and Investments, Credit and Loan Products, Client Life Cycle, Contact Center and Chat Support, etc.) that can deliver operational excellence and drive change. You will be in a unique and challenging position that requires running the operations, scaling the organization, and engaging and developing our people. **Key Responsibilities** * Leads a Circle consisting of Contact Center Professionals and / or Customer Loyalty Members and takes responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs. * Setting up new retail banking operational processes and services while adapting operating models and organization design as the business matures. * Plays an important role in implementing flexible workforce arrangements within Retail Operations. * Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible. * Drives the circle to achieve and exceed key performance targets. Creates a Customer Centricity Culture with the customer at its core and a winning performance culture. * Proactive in driving performance improvements, data driven mindset, capable of performing RCA, defining relevant actions and successful execution. * Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence. * Enables an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way
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