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 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, dividing work volume and customer/product groups among them.

Key responsibilities

• Set up new retail banking operational processes and services, adapting operating models and organization design as the business grows
• Implement flexible workforce arrangements and deepen expertise within the Circle so customers receive the best service
• Drive the Circle to exceed key performance targets and foster a customer-centric, winning performance culture
• Coach, mentor, motivate and recognize contact center members while ensuring adherence, and use Step Up Performance Management with regular conversations with direct reports
• Anticipate attrition, handle escalations on complex, high-risk issues and advise strategic management on solutions
• Promote collaboration, an inclusive Orange Behavior culture and the One Agile Way of Working

Required profile

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

Required skills

• Proficiency in spoken and written English
• Familiarity with the Agile Way of Working
• Proficiency with Microsoft applications
• Strong organizational, risk awareness and multitasking abilities