Circle Lead Customer Loyalty II

About the Position

Circle Lead | Customer Loyalty II

Lead people. Improve experiences. Help shape the future of banking.

At ING, we believe people should spend less time worrying about banking and more time focused on the things that matter most to them. That's why we're committed to making banking simpler, smarter, and more human. We're looking for a Circle Lead who shares that mindset and can help create exceptional customer and employee experiences every day.

This is an opportunity to lead high-performing teams within our growing Retail Banking Operations organization while driving operational excellence, continuous improvement, and meaningful change.

Responsibilities

• Lead and develop high-performing teams within Contact Center and Retail Banking Operations.
• Drive operational performance and achieve key customer and business outcomes.
• Foster a customer-centric culture where service excellence is at the heart of every decision.
• Coach, mentor, and support team members in their professional development.
• Use data and insights to identify improvement opportunities and solve operational challenges.
• Support workforce planning and resource optimization initiatives.
• Collaborate with local and international stakeholders to deliver operational improvements.
• Manage complex customer escalations and ensure sustainable solutions are implemented.
• Champion Agile ways of working and continuous improvement initiatives.
• Contribute to building an inclusive, collaborative, and high-performing culture.

Requirements

• Leadership: 5+ years of leadership experience in Contact Centers, Banking Operations, Financial Services, or Shared Services environments.
• Customer Service: Strong track record of leading teams and achieving operational results.
• Operational Performance: Experience coaching and developing employees to reach their potential.
• Agile: Excellent stakeholder management and collaboration skills.
• Stakeholder Management: Strong analytical and problem-solving capabilities.

Nice to Have

• Agile Ways of Working: Experience working in fast-paced and evolving environments.
• Workforce Management: Knowledge of workforce management and capacity planning concepts.
• Analytical Skills: Familiarity with Agile ways of working.
• Problem Solving: Excellent written and spoken English communication skills.
• Languages: Bachelor's degree or equivalent professional experience.

We Offer

• The opportunity to lead teams that serve customers across global markets.
• Exposure to international stakeholders and diverse cultures.
• A collaborative environment that encourages curiosity, innovation, and continuous learning.
• Career development opportunities within a global organization.
• The chance to contribute to meaningful transformation and operational excellence initiatives.
• A workplace where inclusion, respect, and personal growth are valued.

Don't meet every requirement? Apply anyway. Research consistently shows that many talented professionals only apply when they meet nearly all listed qualifications. If you're excited about this role and believe you can make an impact, we'd love to hear from you.

About the Company

With 65,000 employees and operations in approximately 40 countries, ING offers numerous opportunities for people who want to help others take a step ahead in life and in business. At ING, you'll work with progressive, inspiring, diverse, and supportive colleagues. Join us and apply today.