Change and Operations Lead Channels

Change and operations lead channels COO Retail / Global Contact Centers

The Global Retail COO/Global Contact Center is looking for a Change and operations lead channels

The objective of the Global Retail COO/Global Contact Center team within COO Retail is to lead global change and global improvements of running the bank for this specific area. The key objectives are:

• Help to build a best-in-class digital Retail bank
• Contribute to achieving our financial targets
• Support an ever-improving customer experience
• Create operational efficiencies across the Retail business
• Embed compliance & non-financial risk
• Build and retain talent
• Run global projects on improving CC operations
• Support of individual countries there where required

Your job

Within the COO Retail Office you will play a pivotal part in supporting shaping the global strategy and achieving operational excellence of our contact centers. This role requires a partner to (senior) leadership with the ability to co-create and drive global strategy while embedding a shared vision foster cross-country collaboration and drive efficiencies through 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 (Heads of Contact Center and Ops and Product Owners) 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 contact center operations through the Alpha program designing and implementing new ideas and ways of working that will maximize knowledge sharing and re-usability of change activities across all countries.

Key responsibilities include:

Country Support & Engagement

• Serve as a trusted advisor to regional and country leaders offering expert guidance and support on operational challenges and transformation initiatives.
• Lead regular touchpoints with in-country teams to identify gaps share updates and ensure alignment to global priorities.
• Guide and enable countries to implement global initiatives

Community Building & Knowledge Sharing

• Establish and lead global communities of practice focused on key topics such as customer satisfaction automation or digital enablement. Ensure frameworks and insights from these communities feed into strategic planning cycles.
• Promote knowledge sharing across regions through best practice repositories and collaboration platforms.
• Foster a culture of continuous improvement and innovation across the network.

Cost Efficiency & Optimization

• Identify opportunities for cost reduction and operational efficiency in contact center processes tools and resourcing.
• Together with the Alpha project drive initiatives that reduce call volumes improve automation or streamline workflows while maintaining service quality.
• Monitor and report on financial performance metrics related to cost optimization.

Program & Change Management

• Lead and manage global programs and initiatives from inception through implementation including stakeholder management and benefit realization.
• Coordinate cross-functional project teams and ensure delivery of project milestones.
• Act as a change lead in cross country transformation efforts ensuring adoption of new operating models and data-driven decision-making.

You have the following experience:

• Experienced professional (5 years experience) - with a relevant track record of working in different areas in contact center environment and profound understanding of the contact center landscape is a pre-requisite.
• Proven success in driving strategic and global programs.
• Proven track record of successfully managing plans such as migration plans and global risk assessments.
• Work with process frameworks and standards
• Experience in journey improvements through e.g. digitization
• A proven track record and credibility in achieving results in strategic transformation programs with focus on fundamentally changing the way we work around processes and as a result improving our efficiency and experience.
• Work in a global matrix organization with different cultures and maturity levels: experience in complex senior stakeholder field.
• Change strategy and corporate implementation deep experience with working in large complex international organizations facing demanding business requirements.
• Understand process frameworks bank processes change and improvement methodologies
• Have a broad understanding of multiple ING departments and processes.

And you have the following skills:

• Analytical mindset with a focus on performance and cost metrics. Ability to work successfully with multiple countries and ensure these different cultures will work together as one team
• Skilled in designing and facilitating strategic workshops for senior management enabling alignment decision making and vision development.
• Fluency in English
• Masters degree

Furthermore you adhere to the ING values and it is evident for you that your behavior is fully aligned with these values. You are also prepared to take the Bankers Oath. For more information please visit 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

Our team
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.