Super Circle Lead Investments Client Services Retail

Your role & work environment

Client Services Retail as part of the COO organization strives for superior customer experience at the right cost. In order to realize that we focus on strengthening operational management capabilities, creating development opportunities within and between Super Circles, driving digitalization and adoption, and leveraging on synergies with other domains.

By Client Services Retail, it is meant all call, chat and operations activities related to the daily banking, investment and lending products for our Retail clients.

As Super Circle Lead Investments your purpose is to lead a collection of teams which are together responsible for providing superior customer service within the Retail domain. You facilitate, support and motivate the CLT Leads to deliver through their teams. You ensure alignment with the overall purpose of ING and other relevant departments.

You will be part of the management of the Client Services Retail organization with the purpose to offer our clients a superior experience in every interaction with ING, by implementing/maintaining the required contact and service fulfilment strategies.

Together with the leadership team, your mission is to translate the strategic priorities of Retail Banking and the COO domain into an engaging vision for Client Service Retail and Investments in particular. As such, you will need to integrate the core development and delivery led by the Tribe Investments.

At the level of Client Services Retail Area, synergies and guiding principles will be laid to ensure consistency and continuity within client services.

You will report functionally into the Global COO Investments and be a member of the Operations Investments Management Team. In this role you will also co-develop and drive the global change agenda for the countries in your scope.

Together with the Tribe Leads, you share a collective responsibility to improve ING’s performance and identify opportunities to better serve and delight customers. You will support the Tribes and segments in development of new Investment products and services.

You will be responsible for translating the vision into OKR’s and clear sets of KPI’s, reported across the organization.

You will motivate and inspire teams, so that each and every member of Client Services lives our purpose: “Our passion is to exceed our customer’s expectations in every  contact.”   

Your key responsibilities

As Super Circle Lead Investments you

• steer the Super Circle with the purpose to give our customer each day a superior experience by implementing the different customer journeys and offering the necessary financial services of your domain.  You ensure reliable, seamless customer journeys for all services, in sales and servicing.  You have the end responsibility for the customer experience of your Super Circle and for the defined KPI's.
• are responsible for the correct execution of all operations taking into account the legal, risk and compliance aspects in the journeys within the domain but also the target service level agreements defined with the business
• are accountable for the Operational Excellence and Interactional NPS, providing input for continuous improvements to Tribe and COE (based on employee and customer feedback), and contributing to their implementation. This materializes in taking up the input provider and reviewer role in the QBR process and being co responsible for Transactional NPS performance.
• are co-responsible for robotization/automation and sourcing of activities where needed. Looking forward, you will continue to drive the future client contact strategy and service strategy for your domain. You will further develop the sourcing vision and execute the plan and in doing so ensure scale in Hub and locally
• will ensure the teams are adequately staffed, developed and motivated, and assure an excellent employee experience. You will stimulate knowledge sharing within and between the locations and attach great importance to creating an atmosphere in which everyone feels appreciated and heard and strengthens their capabilities continuously. You will steer with leadership and motivation the site managers in order to create the best performance of the teams.
• will be responsible for the relationship with the brokers and custodians with who ING Belgium operates
   
• will be responsible to harmonize and standardize the Investment operations in the EP+ countries
   

As Super Circle Lead Investments you will report to the Area Lead Client Services Retail

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a