Senior Manager, Customer Service Delivery

We’re on a digital transformation journey at ING, and we’re looking for passionate and innovative people to help elevate our customer experience and shape the future of banking.

An exciting opportunity is now available for an experienced Senior Manager, Customer Service Delivery to join our Assisted Channels (AC) Management team and make an impact.

You’ll be responsible for the leadership, development and performance of all customer facing inbound and outbound staff (300+ FTE) in our contact centre (call and written teams) and our ING lounge. Together with the wider AC domain, you will hold co-responsibility for customer satisfaction and organisational performance results.

Additionally, you’ll help to optimise supporting organisational structures and will lead, motivate, inspire, develop and support Team Leaders and agents within the Contact Centre across geographic locations (onshore and offshore service providers). You’ll ensure the delivery of a differentiated customer experience and provide optimum results in a high performance and transforming environment.

Together with wider AC management, and surrounding product and segment departments, you’ll identify key required change initiatives and will be responsible for the execution of those initiatives.

This is a permanent role based in Wyong.

What you’ll do

• Lead Contact Centre teams to deliver a differentiated customer experience through outstanding assisted customer service.
• Manage onshore and offshore teams to work towards one shared direction and ensure related collaboration and workload balancing is optimised.
• Optimise operational performance in terms of effectiveness and efficiency 
• Identify and drive key improvements to technology, processes and organisational structures to improve performance levels and lead a continuous improvement working environment.
• Lead people through transformation while ensuring strong staff engagement and performance.
• Coach, develop and manage your team to meet high performance expectations, address potential underperformance and support the development of team members in line with Contact Centre career pathways.

What we’re looking for

• Strong experience in a similar Senior Manager role leading large teams within a contact centre environment, preferably with a background in banking or financial services.  
• Sound knowledge of Contact Centre technology capabilities and opportunities for development.
• Excellent people management skills and the ability to influence stakeholders across all levels of the organisation. 
• The ability to lead and influence change and transformation on a large and complex scale.
• A strong understanding of and delivery on key operational performance indicators, maintain a high-performance culture and provide insights to the business.

What’s in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we want to make life simpler and more worthwhile – for everyone who banks with us, for the people who work with us, and the community at large, too. 

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer. 

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. 

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.  

Sound like the kind of place you’d feel at home? We’d love to hear from you. 

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.) 

Need more?
Contact Sabrina Huynh, Sabrina.huynh@ing.com

Applications close Thursday, the 24th of April.

Still in two minds?

At ING, we celebrate diversity and innovation. Research shows that 60% of women and underrepresented groups may hesitate at this stage, even after starting their application. Don’t miss out on the chance to bring your unique spark to our team - hit submit now! Your fresh perspective is what we’re all about.

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