Global Lead, Contact Centre & Complaints Transformation

ING; Amsterdam; Hybrid; EUR 180,000 - 260,000; Full time

Job summary

ING in Amsterdam/Leeuwarden is seeking a Lead HQ Contact Centre & Complaints to act as the Deputy Global Head Contact Centre and steer global performance, governance, and transformation across Contact Centres, Complaints, and Alpha Program. You will operate at enterprise level, translating strategy into execution and ensuring alignment across countries, functions, and programmes.

You are responsible for driving consistent performance, enabling AI powered service models, and balancing customer

Qualifications

• Proven senior leadership experience in a contact centre, COO, CX or operations leadership role.
• Track record in large-scale transformation and global steering across multiple markets.
• Experience with AI-driven/digital service models and data-driven decision making.

Responsibilities

• Co-steer global strategy and governance across Contact Centres and Complaints.
• End-to-end accountability for transformation programmes, including cost and CX performance.
• Drive global performance and financial steering, balancing CX, cost, and risk.
• Lead a multidisciplinary global organisation, building capabilities in CX, data and AI.
• Define and implement global operating models and standards across markets.
• Manage senior stakeholder relationships across Retail, COO, Risk, Compliance, Tech and countries.
• Enable governance at executive levels and drive reporting and prioritisation.
• Oversee large-scale operations with significant cost responsibility (~EUR 153M).

Skills

Executive leadership

Stakeholder management

Strategic transformation

English communication

AI/digital service

Job description

ING in Amsterdam/Leeuwarden is seeking a Lead HQ Contact Centre & Complaints to act as the Deputy Global Head Contact Centre and steer global performance, governance, and transformation across Contact Centres, Complaints, and Alpha Program. You will operate at enterprise level, translating strategy into execution and ensuring alignment across countries, functions, and programmes.

You are responsible for driving consistent performance, enabling AI powered service models, and balancing customer