Contact Center Circle Lead (Operations Manager)

About the role

ING Hubs Philippines, part of the international ING organization, delivers processing and contact center services to banks globally through its Retail Banking Operations. It is looking for a driven leader of Retail Bank Operations who runs the operations, scales the organization and develops its people. The role leads a Circle of Contact Center Professionals and/or Customer Loyalty Members and covers Daily Banking, Savings and Investments, Credit and Loan Products, Client Life Cycle, Contact Center and Chat Support.

Key responsibilities

• Facilitate the division of work volume and customer/product groups among the Circle members
• Set up new retail banking processes and services and adapt operating models as the business grows
• Implement flexible workforce arrangements and deepen expertise within the Circle
• Drive the Circle to exceed key performance targets and foster a customer-centric, data-driven culture
• Coach, mentor and develop contact center members while ensuring adherence
• Apply Step Up Performance Management (planning, coaching, evaluation) and anticipate attrition
• Handle escalations on complex, high-risk issues and advise management on solutions
• Promote collaboration, inclusive culture and cross-cultural teamwork across countries and time zones

Required profile

• College graduate
• 5+ years of experience managing a team in a Contact Center, Banking and Financial Services setting, ideally in a shared service environment
• Experience with real-time customer contact, capacity/workforce management, training, coaching and/or project management
• Ability to work remotely across multiple countries and time zones
• Willingness to work on Philippine holidays

Required skills

• Proficiency in spoken and written English
• Familiarity with Agile ways of working
• Proficiency with Microsoft applications
• Analytical thinking, risk awareness and ability to interpret research results