Team Manager (Circle Lead) PCAC

Note: There is a priority candidate for this position.

Job Profile Summary

Leads a team sets standards within the domain and is responsible for developing innovating and safeguarding knowledge. Optimizes quality productivity customer and employee satisfaction in operations to achieve operational excellence.

Job Description

Circle Lead Daily Banking PCAC Leeuwarden

About the Supercircle

The Supercircle Daily Banking is part of the Area Daily Banking Operations within COO NL. This Supercircle handles customer requests and interactions for our Daily Banking clients in DBNL. Within Daily Banking Ops we process incoming customer requests and strive for excellent service within a seamlessly operating organization.

The foundation of this Supercircle consists of self-organizing operational teams (Customer Loyalty Teams CLTs) of approximately 10 members each. A cluster of 3 CLTs forms a Circle. Each Circle is led by a Circle Lead. Together these Circle Leads form the Supercircle. Every year we process hundreds of thousands of customer requests. Customer satisfaction is always our top priority.

What will you do as Circle Lead

You are responsible for the Circle PCAC (Payments Current Accounts & Cards). You ensure that customer inquiries are handled directly and without handovers (case ownership) always guarding operational risks and/or avoiding financial losses. Together with your CLTs you are responsible for managing the entire customer process within your Circle. You drive continuous improvement and efficiency in execution.

Additionally you:

• Act as backup for other Circles in the absence of their Leads.
• Take a leading role in the operational management and forecasting of the entire Supercircle Daily Banking.
• Maintain close contact with Tribes responsible for products processes and systems within ING.

You are

An inspiring motivator who knows how to engage connect and mobilize employees. You facilitate support and motivate your teams so they can deliver the best service. You provide context and direction and are an ambassador for the service-oriented culture within Client Services.

Data-Driven & People Manager

You are passionate about performance and know how to steer based on data and insights. You understand numbers can explain them and know which levers to pull to achieve predictable and customer-focused service delivery. You take responsibility ask critical questions and build connections. You have an eye for talent development and see opportunities to improve and innovate our services.

What do you bring

• Experience in leading operational teams
• Experience with large transformation projects and implementation in operations
• Strong stakeholder management skills
• Analytical data-driven and results-oriented
• Service- and commercially oriented
• Coaching leadership towards team members and fellow Leads
• Collaborative skilled in giving and receiving feedback and broadly engaged within the organization
• Exemplary behavior in Orange Behaviour
• Customer focus as the foundation of everything you do

What do we ask of you

• Fluent in Dutch our teams work and communicate in Dutch
• Bachelors or Masters degree (HBO/WO) or equivalent relevant experience in operational management
• Knowledge of banking processes tools and service concepts
• Strong analytical skills and numerical insight
• Experience guiding and implementing change both people-focused and content-driven

Employment Conditions and Benefits

We believe its important that you can find a good balance between your career and your private life. More information about our employment conditions can be found in the HR section of the intranet and in our collective labor agreement (CAO).

The benefits of working at ING include:

• A salary tailored to your skills and experience
• 24 to 27 vacation days depending on your contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS) 3.5% of your gross annual salary
• 8% holiday allowance
• Hybrid working: focus at home collaboration and co-creation at the office
• Personal growth and challenging work with endless opportunities
• An informal working environment with innovative colleagues

About ING

With 60000 employees and activities in around 40 countries there are plenty of opportunities for people with initiative who want to help others move forward in life and business. Do you want to work at the edge of whats possible while acting with integrity and putting the customers interests first Do you want to be surrounded by forward-thinking inspiring diverse and supportive colleagues Then theres no better place to invest your talents than at ING. Join us. Apply today.

Questions

Contact the recruiter listed with this vacancy for more information. Ready to apply Upload your CV and motivation letter via the Apply button. Please note: the selection process consists of several interviews with different stakeholders within the organization.