Change and Operations Lead Contact centers – COO Retail

At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career wed encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.

Organisational Context:

The COO Retail Office plays a pivotal part in shaping the global strategy and operational excellence of our contact centers and Retail it you serve as a strategic partner to senior leadership with the ability to co-create and drive global strategy while embedding a shared vision foster cross-country collaboration build thriving communities of practice and drive efficiencies through cost reduction and program management. To achieve this you develop implement and sustain programs across countries and functions. You will closely collaborate and advise local and global management (in particular COOs Heads of PI Heads of Contact Center global and local Risk and support functions and local leads within COO and Retail) to ensure consistency prompt implementation and enable operational excellence.

Together with the country teams Head-Office teams and local board/management you will focus on improving Retail operations designing and implementing new programs and ways of working that will maximize knowledge sharing and re-usability of change activities across all countries. All with the aim to support our journey to become the most loved most impactful and most valued retail bank. Delivering (hyper)personalized superior value to our customers frictionless where we can and in person when appropriate.

Change and Operations Lead Channels COO Retail

We are looking for a Change & Operations Lead for the Global Contact Center team within COO Retail functionally reporting to the Global Head of Contact this challenging role you will collaborate closely with country teams and other stakeholders like Tech and Products.

Together with these colleagues you will be responsible for

• Setting vision strategy and performance objectives for E2E process in alignment with business strategy and global & local stakeholders
• Contributing to the global convergence agenda for Channels by using digitalization E2E process improvements shared services and a strong focus on NFR
• Prioritizing & deciding on improvement initiatives in alignment with P&L owners and process participants within global / local budget priorities
• Identifying components that can be shared or re-used across countries
• Drive re-usability on local roadmaps build or consume and drive country implementation
• Identify and drive opportunities for shared operational capabilities across countries defining a potential sourcing model and act as service owner across countries
• Stimulating innovation towards the process vision and examining the external environment to identify additional best practices
• Demonstrated experience with both Contact Center Operations as well as Daily Banking & Payment Operations is a plus.
• Given Global Complaints will be a focus point for this role a proven track record with the Retail Complaints landscape and processes is required.

The key results areas include

• Scalability enable increased production levels in key markets
• NFR meet (regulatory) requirements
• Improve consistency and predictability thereby enabling efficiencies
• Establish common metrics and targets
• Drive cross-country collaboration and community building

Required experience

• 10 years of experience in Banking & Change Management related to operations digitalization process improvement transformation advanced analytics and NFR
• Strong knowledge of Contact Center operations preferably also of operating models across countries including process performance
• Comfortable in a complex stakeholder environment
• Significant experience in leading large (virtual) teams with members from different countries

Competencies

• Can demonstrate success in establishing executive relationships and influencing executive decision-making
• Ability to simplify complexity and drive operational excellence
• Ability to define a vision and strategy to cover the whole E2E processes and set objectives accordingly
• Expertise in driving and steering multidisciplinary teams empower them to act think out of the box and hold them accountable
• Outstanding oral and written communication skills as well as outstanding negotiation and change management skills
• Ability to take responsibility steer strategy and realizations based on facts and data
• Managerial courage to question and make decisions

Work environment

You will be part of a team which is consolidating after an initial start-up phase. Your colleagues have varying backgrounds and careers but they are all motivated by the same ultimate goal: ensuring that the COO 2028 vision is realized thus creating a transparent and agile organization which is well positioned to facilitate the execution of our strategy and deliver the promises we have made to our clients. The position is based in Amsterdam with working hours of 40 hours a week and you will be reporting functionally to the Global Head of Contact Center.

Rewards and benefits

We want to make sure that its possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at Benefits in the Netherlands

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues
  

About us

With 60000 employees and operations in approximately 40 countries there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of whats possible and at the same time ensure you work with integrity and hold the customers interests at heart Do you want to be surrounded by progressive inspiring diverse and supportive colleagues Then there is no better place to invest your talents than at ING. Join us. Apply today.

For further inquiries please contact Olivia van Roijen (Head of WB Business Management). We are looking forward to receiving your application.

Questions

If you have any questions please reach out to Remy Simonis or the relevant recruiter.