Your key responsibilities
As Expert Lead Transformation your purpose is to lead a collection of expert teams which are together responsible for providing superior supporting services to the operational Super Circles within the Client Services Retail domain.
The supporting services consist of: operational performance management, quality management, collaboration with outsourcing partners and Hubs, communication, process improvements & follow up of tribe delivery management.
You facilitate, support and motivate the Expert Leads to deliver through their teams. You ensure alignment with the overall purpose of ING and other relevant departments.
You will be part of the management of the Client Services Retail organization with the purpose to offer our clients a superior experience in every interaction with ING, by implementing/maintaining the required contact and service fulfilment strategies. You will manage and report on performance within your area of responsibility. You will make sure the risks are adequately identified and managed.
You will drive process improvement within Client Services and along the end-to-end customer journey, in collaboration with the relevant stakeholders. You will contribute making the retail banking operational processes simple and efficient.
You will stimulate knowledge sharing within and between the teams and attach great importance to creating an atmosphere in which everyone feels appreciated and heard and strengthens their capabilities continuously. Next to this, you will stimulate cooperation with the other departments within ING.
As Expert Lead Transformation you will report to the Area Lead Client Services Retail.
We look for
A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.
Key Competences :
- Ability to build strong-identity teams that apply their diverse skills and perspectives to achieve common goals
- Challenging mindset to ensure the teams deliver the best solutions
- Strong interpersonal and relationship management skills adapted to various levels in the organization
- Strong program management and planning skills, incl. ability to make good and timely decisions that keep the organization moving forward
- Proven people & operations management and continuous process improvement capability
In addition, we ask of you:
- An education at university level
- A minimum of 10 years of professional experience at management level, experience/affinity with retail banking in general and a high volume Client Services environment is a plus
- Experience in driving and steering multidisciplinary teams
- Ability to take responsibility, steer strategy and realizations based on facts and data; managerial courage to question and make decisions
- Strong organisational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an organisation
- Ability to display style flexibility to teams and adapt plan, approach and behaviour to the different needs and situations and ability to handle resistance
- Focus on operational excellence through collaboration, ability to bring people together to work towards the same purpose
- Ability to make an impact through inspiring and energetic leadership that leads teams through change
- Ability to empower teams to act autonomously, think out of the box and hold them accountable
- Fluent command of English and Dutch or French
We offer you
A clear purpose, a unique offer and a range of flexible compensation and other benefits:
Personal growth & challenging work with endless opportunities to realise your ambitions
An informal, dynamic environment with innovative colleagues supporting your endeavours
A progressive way of working, where new ideas are valued ahead of convention
We redefine banking. What about you?
We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!
