Head of Operational Intelligence & Forecasting

ING Belgium NV/SA; Brussel Hoofdstad; Sur place; EUR 90 000 - 130 000; Plein temps

Résumé du poste

ING Belgium N.V./S.A. in Brussels seeks a Lead Operations to own forecasting, planning and traffic management across CS Retail, CS Business and Fraud, leading a team of workforce management specialists.

You will drive continuous improvement and help evolve Operational Intelligence to meet changing priorities. You will develop team capabilities, lead transformation initiatives and ensure high-quality service to stakeholders, while adapting to evolving technologies and ways of working.

Qualifications

• Master's degree or equivalent through experience.
• 5+ years of experience in operations or equivalent.
• Experience in workforce management.
• Leadership skills with steadfast resolve and personal integrity.
• Excellent oral and written communication in EN, FR, NL.
• Data-driven and new technology-oriented.
• Experience in leading change and transformation initiatives.
• Strong stakeholder management and influencing skills.

Responsabilités

• Monitor and ensure correct forecasting across sub-departments.
• Ensure a high-performing planning process and schedules.
• Oversee real-time monitoring to deliver best service to customers.
• Inspire and support the team and promote innovative ways of working.
• Develop each team member to reach high performance.
• Identify opportunities to optimize, automate and professionalize services.
• Lead continuous improvement initiatives and priority implementations.
• Drive change initiatives impacting forecasting, planning and traffic management.
• Challenge existing methods to increase efficiency, quality and value.
• Evolve Operational Intelligence capabilities to meet future priorities.
• Foster a culture of collaboration and data-driven decision making.
• Increase service levels across channels (call, chat, back-office, complaints).

Connaissances

Leadership

Stakeholder management

Data-driven mindset

Change management

Communication

Formation

Master's degree or equivalent through experience

Outils

Workforce management tools

Description du poste

ING Belgium N.V./S.A. in Brussels seeks a Lead Operations to own forecasting, planning and traffic management across CS Retail, CS Business and Fraud, leading a team of workforce management specialists.

You will drive continuous improvement and help evolve Operational Intelligence to meet changing priorities. You will develop team capabilities, lead transformation initiatives and ensure high-quality service to stakeholders, while adapting to evolving technologies and ways of working.