Circle Lead: Retail Banking Ops & Contact Center

ING; Manila; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

ING Hubs Philippines is seeking a Circle Lead for Retail Banking Operations to oversee daily banking services, contact center activities, and client lifecycle processes. You will lead a circle of contact center professionals, scale operations, and drive change across multiple countries.

The role requires strong people leadership, data-driven decision making, and a collaborative, agile mindset to deliver best-in-class service while maintaining risk controls.

Qualifications

• 5+ years leading a contact center or shared services team.
• Exceptional customer service orientation.
• Analytical thinker with growth mindset and cross-country collaboration.
• Ability to drive change and coordinate across stakeholders.
• Experience training, coaching, and project management.
• Proficient in planning, organizing, and meeting tight deadlines.

Responsibilities

• Leads a Circle of contact center professionals and manages workload distribution.
• Sets up new retail banking operations and adapts operating models.
• Implements flexible workforce arrangements within Retail Operations.
• Develops Circle knowledge to deliver top service.
• Drives performance toward targets with a customer-centric culture.
• Analyses data, performs RCA, defines actions, and executes improvements.
• Coaches, mentors, and develops team members.
• Promotes an inclusive culture aligned with One Agile Way of Working.
• Collaborates with stakeholders and supports cross-country teams.
• Plans Step Up Performance Management and maintains regular feedback.
• Ensures the right people are in the right roles and manages attrition.
• Handles escalations for high-risk issues and advises on solutions.

Skills

Team leadership

Customer service

Analytical thinking

Change management

Coaching & mentoring

Collaboration

Remote collaboration

Agile working

Stakeholder management

Education

Bachelor's degree

Tools

Microsoft Office

Job description

ING Hubs Philippines is seeking a Circle Lead for Retail Banking Operations to oversee daily banking services, contact center activities, and client lifecycle processes. You will lead a circle of contact center professionals, scale operations, and drive change across multiple countries.

The role requires strong people leadership, data-driven decision making, and a collaborative, agile mindset to deliver best-in-class service while maintaining risk controls.