Circle Lead Customer Loyalty - Actualisatie

ING

  • Amsterdam, Noord-Holland
  • Contract
  • Voltijds
  • 22 dagen geleden
The COO organization strives for an excellent customer experience at the right cost. To realize that, we focus on strengthening operational management capabilities, create development opportunities within and between Super Circles, drive digitalization and adoption, and leverage on synergies with other domains. Client Services Area Business Banking is an efficient and customer-oriented contact and service organization.The Super Circle Business Lending is part of the Client Services Area Business Banking. The Super Circle Business Lending is responsible for handling the operations of to business lending products for Self Employed & Micro Companies as well as the SME segment and is jointly responsible with Sales, for the credit applications for these segments. The basis of the Super Circle are the 7 Circles, each Circle consisting of several Customer Loyalty Teams that consist of approximately 8-10 members. Our self-organizing Customer Loyalty Teams (CLTs) are responsible for the end-2-end handling of all incoming customer requests in the field of Business Lending.We are looking for a Circle Lead for the Circle Actualisatie in the Super Circle Business Lending. The Circle Actualisatie is responsible for the retrieval and processing of annual figures for riskrating purposes, as well as the collateral values, real estate (re)valuations and rental contracts for the SME and MidCorp clients. The Circle Lead reports to the Super Circle Lead Business Lending. Our ambition is to offer the best service and enlarge our commercial activities. We perform, build and improve our customer service based on the following pillars:
  • Operations: we help our clients within timeline, efficient and end-2-end
  • Customer Experience: We offer excellent service for satisfied customers and add value to the client journeys together with the Tribe Business Lending
  • People & Culture: We are the place to be for ambitious employees that take responsibility in their own career development. We help each other and are open and transparent.
  • •Sustainability: We focus on profitable and healthy growth in a sustainable way
  • Safe and Compliant: We are compliant and in control on the risks and processes we manage
What you’ll do As Circle LeadYou are responsible for 3 Customer Loyalty Teams. You facilitate the teams to be successful in their jobs. You steer on output and act fact-based, in which data is key. Together with the Leadership team and the CLT members you work on innovation, process optimalisation and excellent customer experience, while safeguarding credit risk and data quality. It is crucial that customer contact runs smoothly, that everything is processed correctly in our systems and that customer requests are followed up in accordance with policy, considering relevant laws and regulations. You steer on operational kpi as well as larger topics for process improvement, while contributing to the strategy of DBNL. One of the challenging elements in your role will be potential sourcing part of the activities to the Hub in Manila, realize integration of the processes and build a high performing team consisting of members in Manila and the Netherlands.You will coach and manage the CLTs based on the following principles:
  • You create the conditions that are necessary for employees to perform optimally, which positively influence customer satisfaction and minimize the risks for the bank.
  • You are responsible for an optimally functioning Circle in which employees meet the required standards (quantitative and qualitative) and get the most out of themselves and their team;
  • You ensure that customer processes are managed and continuously improved for optimal customer service;
  • Responsible for the internal and external relevant Risk KPIs;
  • Dealing with increasing regulatory pressure and regulatory requirements on both financial and non-financial risk;
  • You contribute and initiate (strategic) changes/ change processes, driving the business lending domain in a digital direction.
  • You work in a stakeholder domain with the Lending Teams of Business Banking and Business Banking Sales, Tribe Business Lending and CRM.
  • This role requires experience in finding and executing the balance in a complex and changing environment. It combines a customer- and people-oriented attitude with analytical skills and result-oriented thinking.
Job requirements
  • You have a Master’s degree;
  • You have knowledge of business lending processes
  • Your Dutch is fluent, English is excellent;
  • Experience within a customer contact organization and with operational management;
  • You build partnerships and work collaboratively with others to meet shared objectives;
  • You create a climate where people are motivated to do their best to help the organization achieve its objectives;
  • You actively learn through experimentation when tackling new problems, using both successes and failures as learning opportunities;
  • You hold yourself and others accountable to meet commitments;
  • You demonstrate self-awareness using a combination of feedback and reflection to gain productive insight into your personal strengths and weaknesses; • You build strong teams that apply their diverse skills and perspectives to achieve common goals;
  • You gain confidence and trust of others through honesty, integrity, and authenticity.
What do we have to offer
  • A position in which you are challenged on a strategic, tactical and operational level;
  • Job grade 11 (Global Job Grade 17);
  • Working in a dynamic and informal working environment in a close-knit team with enthusiastic and driven colleagues who want to make a difference;
  • A 36-hour work week;
  • Excellent (secondary) employment conditions;
  • Extensive training and development opportunities;
  • Location Amsterdam.
Interested? When you have interest in applying for the job, please contact Jacqueline Hogervorst:Jacqueline.hogervorst@ing.com | 06-83640509

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