Contact Center Circle Lead (Operations Manager)

ING Hubs Philippines; Manila; On-site; PHP 669,600 - 892,800; Full time

Job summary

ING Hubs Philippines is seeking a Circle Lead for Retail Banking Operations in Manila. As a leader, you will manage Contact Center teams, set operational processes, and ensure customer satisfaction. Ideal candidates have over 5 years of experience in Banking or Financial Services, showcasing strong leadership and customer service skills. This role offers a unique opportunity to drive operational excellence in a growing shared services environment.

Qualifications

• 5+ years’ experience in managing a team in a Contact Center.
• Proficient in spoken & written English.
• Experience in training and coaching.
• Familiar with Agile Way of Working.

Responsibilities

• Lead a circle of Contact Center Professionals.
• Set up new operational processes and services.
• Ensure performance improvements and customer-centric culture.
• Coach and mentor team members to meet performance targets.

Skills

Customer service

Team management

Analytical thinking

Organizational skills

Cultural sensitivity

Education

College graduate

Tools

Microsoft Applications

Job description

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

Circle Lead

We are looking for a driven leader of Retail Bank Operations (Daily Banking, Savings and Investments, Credit and Loan Products, Client Life Cycle, Contact Center and Chat Support, etc.) that can deliver operational excellence and drive change. You will be in a unique and challenging position that requires running the operations, scaling the organization, and engaging and developing our people.

Job Overview

The Retail Banking Operations in ING’s largest shared services organization (ING Hubs Philippines) is growing rapidly – delivering processing and contact center services to our banks globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.

Key Responsibilities

• Lead a Circle consisting of Contact Center Professionals and / or Customer Loyalty Members and take responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs.
• Set up new retail banking operational processes and services while adapting operating models and organization design as the business matures.
• Play an important role in implementing flexible workforce arrangements within Retail Operations.
• Ensure a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible.
• Drive the circle to achieve and exceed key performance targets. Create a Customer Centricity Culture with the customer at its core and a winning performance culture.
• Be proactive in driving performance improvements, data‑driven mindset, capable of performing RCA, defining relevant actions and successful execution.
• Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence.
• Enable an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way of Working.
• Foster collaboration within Retail Operations and with the different stakeholders. Play a key role to help others to understand and build their influence within a network.
• Understand and consistently apply Step Up Performance Management (planning, coaching, evaluation) and have continuous conversations with direct reports.
• Know how to have the right people at the right time at the right place, which means anticipating attrition.
• Know how to deal with escalations for complex and high‑risk issues. Advise strategic management on measures/solutions and provide permanent solutions.

Key Capabilities / Experience

• 5+ years’ relevant experience in managing a team in a Contact Center, Banking and Financial Services industry, ideally in a Shared Service environment.
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Independent, analytical thinker, natural curiosity, and desire to improve. A growth mindset. Ability to get people on board and to influence change.
• Know how to strike the right balance between business and people perspective.
• Proactive and a self‑starter with a can‑do and positive mind‑set. Overall, a healthy work ethic and a willingness to collaborate. Capable of getting things done with stakeholders / support teams in the Hubs and in the countries.
• Strong organizational and cultural sensitivity. Ability to successfully work remotely in multiple countries and ensure different cultures will work together as one team; taking into account different cultures, languages and time zones, etc.
• Ability to display flexibility to teams and adapt plan, approach and behavior to the different needs, cultures, and situations.
• Ability to multitask and organize, prioritize, adapt to change, and work in a fast‑paced environment.
• Risk awareness and ability to interpret research results and define mitigation measures to be designed and implemented following the research results.

Minimum Requirements

• A college graduate.
• Proficient in spoken & written English.
• Experience and affinity with Contact Center with real‑time customer contact.
• Insight in and affinity with capacity management / workforce management processes for real‑time customer contact.
• Experience in training, coaching and/or project management.
• Planning and organizing, ensuring timely delivery in a fast‑paced environment.
• Familiar with Agile Way of Working.
• Proficient in using Microsoft Applications.
• Working hours depending on country opening hours and willing to work on Philippine holidays.