Team lead Agency NL

Your role

The Team lead is responsible for the seamless and flawless execution of the responsibilities in their team, whilst always ensuring that processes are followed, and continuously operating in a robust control environment. The lead will is a hands-on member of  the team, and aligned with  legally agreed terms/conditions and the applicable Bank’s and regulatory standards.

The Team Lead is also responsible for the leadership , training, and technical and personal development of the people in the team. Together with the head of the department and the other team leads, you will be responsible for ensuring that there is a collaborative team environment, one way of working in the department with the focus on delivering a best-in-class client experience whilst proactively managing risks and ensuring that we continue to have a digital mindset. In addition, ensure together with the team that there is a cohesive environment without silo’s.

Responsibilities

• Team Leadership – guide and motivate team members. Setting clear goals and performance expectations aligned with organizational goals. Assign tasks based on skills and workload, monitor the progress, and holds self and others accountable to meet commitments.
• Customer experience – ensure that team action the client’s requests in a timely and accurate manner and ensure that all times the team proactively take on the responsibility to ensure that we deliver an end-to-end seamless client experience, and where possible using data to help us manage this effectively. Strive to constantly improve based on NPS insights.
• Improvement Mindset – lead by example by always demonstrating an improvement mindset with the goal of improving the client experience, user experience, improving our control framework and continuing to develop our execution capabilities, all where possible driven by data.
• People Development – ensure that we have a safe environment in place that allows us to grow, build and deepen talent in the department so that we can grow individually and as a team, to be the best people working for the best bank in EMEA
• Regulatory / Compliance – always ensure that we are adhering to ING’s policies and procedures, and we are fully compliant with all external regulatory and compliance related matters.
• Risk Champion – lead by example and ensure such a mindset and culture is within the team’s DNA by always demonstrating a deep understanding of the risks, how they are proactively managed and how we can improve and enhance the existing control framework.
• Operations Management – ensures and oversees the execution of daily activities (e.g Deal Intake & Maintenance and in control of all daily metrics and reporting). First point of escalation for operational issues.

Competencies

• Emotional intelligence - Understanding and relating to others’ emotions and ability to recognize one’s own emotions and their impact. Gains the confidence and trust of others through honesty, integrity, and authenticity. Builds trust among people and groups by ensuring honest and upfront communication; maintains transparency.
• Balances Stakeholders - Anticipates and balances the needs of multiple stakeholders. Speaks clearly about the need for ING to adhere to strong ethics and show cultural savvy when working with internal and external stakeholders.
• Problem solving – capable of recognizing operational issues and having a clear understanding of the impact and able to take the necessary mitigating actions.  
• Decision quality - Makes good and timely decisions that keep ING moving forward whilst staying in control. Pushes for the use of sound logic and data when making decisions.
• Manages conflict - Handles conflict situations effectively, with a minimum of noise. Treats conflict as a chance to have an open discussion and identify better solutions; finds common ground and builds consensus among multiple stakeholders.
• Optimizes work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. Sees that problems are well examined, and improvements are raised.
• Strategic mindset – Understands the Lending Operations model in the collaboration between locations and the hubs. Supports the head of department with the effective integration of vision & strategy, and long-term opportunities with day-to-day activities.

We are looking for

An approachable, driven team lead who is an active member in the team, energetic professional who leads by example, takes responsibility and is focused getting things done.

Proven track record and technical skills

• Deep knowledge and understanding of Whole