Team Leader | Competence Center SME (Fixed-Term 2 years) @ING Bank

Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take the responsibility and autonomy to make great things happen. We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more 30 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses.

ING Bank Romania is the only bank with an organic growth within the top 10 local banks by assets, without acquisitions of client portfolios or other banks. ING Bank Romania is an universal bank with more than 1.8 million customers from three business segments: individuals (retail), SME and Mid-Corporate companies and Wholesale Banking.

Join us!

Mission

Team Leader Competence Center SME is mainly involved in managing a Contact Center team serving business banking clients (cif type 3 & cif type 1 clients) by providing them direction, instructions and guidance for the purpose of achieving the team goals (Service Level, Quality, Productivity).

Your day to day

• Provide team leadership and coaching;
• Develop a strategy the team will use to reach its goal, communicate clear instructions to team members and manage the flow of day to day tasks;
• Motivate and inspire team members, listen to team members' feedback;
• Interacts with other departments in order to improve flows and processes;
• Provide reports with team's status, progress and results;
• Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort;
• Recognize and celebrate team and team member accomplishments and exceptional performance;

What you bring to the team

• Experience in CCS management;
• Minimum 2 years of experience in Call Center;
• University degree – preferably in Economics;
• Advanced English skills (in writing and verbally);
• Decision making and coaching abilities, inspire and motivate teamwork for achieving goals, a good team player capable to lead by setting a good example (role model: behavior consistent with words);
• The capability to work in a dynamic team, oriented in finding best solutions for our customers in a short time and under considerable pressure;
• The drive to encourage creativity, risk taking and constant improvement;
• The ability to think, communicate and present information effectively;
• Integrity, initiative and focus on problem solving and collaboration;
• Very good skills of Microsoft Office (Word, Excel, Power Point, Visio), Internet Explorer.

What we offer

• Impactful work in a fun and collaborative environment.
• Open-concept offices designed for both teamwork and relaxation.
• Corporate events and social gatherings
• Hybrid way of working with flexible working schedule and short week options.
• Monthly budget on Benefit platform.
• Extra annual leave days depending on the total length of working experience.
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms;
• Learning Centre, Udemy, Bookster, as well as through trainings and certifications.
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments.
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.