Global Remote Contact Center Circle Lead

ING; Manila; Remote; PHP 1,800,000 - 2,400,000; Full time

Job summary

ING Hubs Philippines seeks a Circle Lead to drive operational excellence in Retail Banking Operations, including Daily Banking, Savings and Investments, and Credit and Loan products. You will lead a circle of contact center professionals, scale operations, and develop people while ensuring a customer-centric, performance-driven culture.

The role emphasizes flexible workforce arrangements, cross-country collaboration, and continuous improvement in processes and performance metrics.

Qualifications

• 5+ years in managing a team in a Contact Center, Banking and Financial Services industry.
• Independent, analytical thinker with growth mindset and ability to influence change.
• Proactive, self-starter with the ability to collaborate with stakeholders across hubs and countries.

Responsibilities

• Leads a Circle of Contact Center Professionals and manages workload distribution.
• Sets up new retail banking operational processes and adapts operating models as the business matures.
• Drives performance improvements with a data-driven mindset and RCA.
• Coaches, mentors and develops team members while ensuring adherence to processes.
• Ensures an inclusive culture and effective collaboration across Retail Operations and stakeholders.
• Manages capability planning and real-time workforce considerations across countries.
• Handles escalations for complex issues and provides permanent solutions.

Skills

Leadership

Customer service

Analytical thinking

Growth mindset

Stakeholder collaboration

Remote team management

Education

College degree

Tools

Microsoft Office

Job description

ING Hubs Philippines seeks a Circle Lead to drive operational excellence in Retail Banking Operations, including Daily Banking, Savings and Investments, and Credit and Loan products. You will lead a circle of contact center professionals, scale operations, and develop people while ensuring a customer-centric, performance-driven culture.

The role emphasizes flexible workforce arrangements, cross-country collaboration, and continuous improvement in processes and performance metrics.