Circle Lead Collections

Do you want to join us in our mission to help 1 mil. customers to become financially healthy?

Are you obsessed with customers and want to shape our service to help customers with financial difficulties? Are you passionate about making a positive impact on future generations by leveraging your expertise in customer service, operational management & leadership within the financial sector? Then this might be the job for you, as we are looking for an enthusiastic new colleague to become the Circle Lead of Collections NL.

Your new work environment

Collections NL wants to make a difference by being the partner of customers in financial difficulties. We offer our customers with (potential) financial difficulties 'personal, easy, smart and frictionless’ solutions and expert support in our service center when needed. By doing so we want to prevent customers from getting into financial problems (Prevention) and to help those with ING product-related debts cure out of arrears in a sustainable fashion. Focusing on the one hand on offering customers the possibility to handle their arrears independently and digitally, while offering personal and relevant service through our Supercircle when it comes to complex financial problems.

Supercircle structure

The basis within this SuperCircle is formed by self-organizing teams (Customer Loyalty Teams (CLTs). They consist of approximately 11 members per CLT. A cluster of 3 to 5 CLTs is called a Circle. Each Circle is managed by a Circle Lead. The Supercircle Collections has around 100 fte’s and has 4 Circle leads. As Circle Lead you will be part of the Supercircle LT but also work closely together with the product leads & squads within the expertise side of the tribe.

This is how you will be successful:

As a Circle Lead you dare to give the Customer Loyalty Team Members clear direction and at the same time give them the space to take responsibility for their work. Your main responsibility is the operational performance of your teams and to challenge the teams to achieve the objectives that you have agreed upon. Trust is the fundament of our way of work and you are able to steer on results (data, facts and output). You see the daily dynamics of our workload, which sometimes is difficult to predict, as a challenge and you are always looking for ways to improve. You are therefore also a sparring partner for Customer Journey Experts within the Tribe and other colleagues within and outside the Supercircle.

With your way of working you know how to inspire people inside and outside the department and get them moving. You are also strong in problem analysis/judgment, creative in your solutions and you see giving and receiving constructive feedback as important conditions for good collaboration. You are willing and able to go into details, if necessary, but also do not lose sight of the overall picture/goal.

What do we ask:

• A completed degree at HBO level (University is a pre)
• Knowledge and experience in the field of Operational Management
• Analytical, data driven; you steer on data, facts and output.
• Leadership experience (hierarchical or functional)
• You have a proven track record in realizing results/changes
• Experience with steering on output
• Experience with working in an Agile environment is a plus.
• Excellent command of the Dutch and English language. Orally, but also in writing.
• You have excellent communication skills with which you can inspire and motivate people.
• Ability to stay calm and keep the overview in hectic circumstances
• Take it on and make it happen mentality
• Available at least 36 hours a week
• Willingness & ability to, every week, work a day in Amsterdam & Leeuwarden

What do we offer you?

• A position in which you are challenged on both a tactical and operational level
• A dynamic environment with enthusiastic colleagues who want to make a difference
• A 36 or 40-hour work week
• An excellent benefits package
• The position is in the Netherlands and based in Leeuwarden.
• We offer a combination of working in the office (2 days a week) and remote from home

Development and growth

Within ING we realize that for qualitative growth we must always ensure that we have the best people in the right place. That is why we invest a lot in your personal growth and development. But we also expect that you take the initiative yourself and that you always keep yourself informed of current developments within your field and continue to improve yourself. We are happy to support you in your growth, both horizontally and vertically, and we offer you good career opportunities.

Want to know more or apply?

Do you recognize yo