Consultant – COO Retail Global Contact Center

The Global Contact Center Team (COO Bank) is looking for a data driven (junior) Consultant supporting the newly established Global Complaints Area.

The objective of the 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 Contact Center operations
• Support of individual countries there where required

Work environment

Your job

Within the Global Contact Center team you will play a pivotal part in supporting the Global Contact Center in delivering on its strategy and operational excellence specifically that of the newly established Global Complaints Area. This role requires a data driven mindset the ability to build thriving communities of practice and help drive efficiencies through cost reduction and program management. You will closely collaborate with the Global Complaints Area Lead and the Global Head of Contact Center.

You will focus on supporting the improvement of contact center operations specifically on complaints with delivering on our global complaints strategy help building a solid data practice 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.

Key responsibilities include:

Delivering and iteratively improving the Global Complaints Report

• Prepare and deliver the monthly Global Complaints reports ensuring accuracy clarity and actionable insights for stakeholders. These reports are shared with senior stakeholders within the bank including members of the MBB
• Together with our Center of Expertise collect analyze and synthesize data from multiple countries and functions to provide a comprehensive view of complaints trends and root causes.
• Facilitate regular review sessions with stakeholders to discuss report findings gather feedback and identify opportunities for improvement.
• Support the iterative improvement process for the complaints report by incorporating stakeholder feedback updating methodologies and enhancing data visualization and storytelling.
• Support the adoption of best practices in data collection reporting and knowledge sharing across countries to ensure consistency and reusability.
• Monitor the effectiveness of implemented changes and continuously seek ways to optimize the reporting process for greater efficiency and impact

Supporting the Global Complaints Function

• Support the Global Complaints Area Lead in delivering on the global complaints strategy and operational excellence objectives.
• Act as a liaison between the Global Complaints Area and country teams facilitating communication and alignment on complaints management initiatives.
• Assist in building a solid data practice and ways of working that maximize knowledge sharing and reusability of change activities across all countries.
• Contribute to the development and implementation of programs that drive operational efficiencies and improve the customer experience in complaints handling.
• Participate in regular meetings and workshops with the Global and Country teams and other stakeholders to review progress address challenges and identify opportunities for further improvement.
• Provide analytical and program management support including preparing materials tracking action items and following up on deliverables.

You have the following skills and experience:

• Demonstrated experience in data analysis and a data-driven approach to problem-solving.
• Experience working with process frameworks and standards with a focus on improving efficiency and customer experience.
• Exposure to or experience in large complex international organizations preferably across different cultures and maturity levels.
• Ability to operate effectively in a complex stakeholder field
• Strong analytical mindset
• 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 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.

We offer you

A salary tailored to your qualities and experience

A challenging position within a strong team in an international operating environment.

Ample opportunity to add value.

Exposure to a variety of businesses and guaranteed steep learning curve

The opportunity to work across INGs global locations.

Working hours of 36 a week

How to apply
Please apply directly online. Please upload your CV as well as your motivation letter in English. For more information about this position you can contact Rick Pieters