Job Description

Your role & work environment

As Lead Operations, you are End-Responsible for the forecasting, planning and traffic management of all sub-departments of CS Retail, CS Business and Fraud by leading a dedicated team of workforce management specialists

Beyond ensuring operational excellence, you play a key role in the continuous evolution of the Operational Intelligence function. You support the development of the team's capabilities, drive continuous improvement initiatives and contribute to the implementation of strategic priorities. You help the team adapt to changing business needs, technologies and ways of working while ensuring a high-quality service towards our stakeholders.

You actively contribute to shaping the future of Operational Intelligence by evolving capabilities, processes and services to meet changing business priorities and future challenges.

Your key responsibilities

• Monitor and ensure correct forecasting.
• Ensure a high-performing planning.
• Ensure real-time monitoring of all activities to offer the best service to our customers.
• You inspire, support and challenge the way of working inside and outside the Operational Intelligence team.
• You are responsible for bringing every team member to high performance.
• You think ahead and identify opportunities to optimize, automate and further professionalize the services provided to our stakeholders.
• You drive continuous improvement initiatives and support the implementation of Operational Excellence priorities.
• You lead and support change initiatives impacting forecasting, planning and traffic management practices.
• You challenge existing ways of working and identify opportunities to increase efficiency, quality and business value.
• You contribute to the continuous evolution of Operational Intelligence capabilities, processes and services in response to changing business priorities and future challenges.
• You foster a culture of innovation, collaboration and data-driven decision making within the team.

You will play an active role to increase the service levels on different channels such as call, chat, back-office, complaints… We expect from you to ensure tailor-made qualitative support across 3 axes (forecasting, planning & traffic management), to lead the implementation of new technologies, actively contribute to transformation initiatives and closely support the team to deliver value.

We look for

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and for always being a step ahead In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems. You are comfortable leading change, navigating ambiguity and stepping outside your comfort zone to help shape the future of the Operational Intelligence function.

We are looking for a Lead Operations with:

• A master’s degree or equivalent through experience
• 5+ years of experience in operations or equivalent
• Experience in workforce management
• Leadership skills, with steadfast resolve and personal integrity
• Understanding of advanced business planning
• Be able to diagnose problems quickly and have foresight into potential issues
• Outstanding organizational and leadership abilities
• Excellent oral and written communication skills in EN,FR,NL
• Data-driven and new technology-oriented
• Experience in leading change and transformation initiatives
• Strong stakeholder management and influencing skills
• Ability to balance operational delivery with continuous improvement and long-term development
• Ability to work effectively in a changing environment and adapt to evolving business priorities

We offer you

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

We redefine banking. What about you?

There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that!