Are you willing to influence the strategy, performance, and client experience of COO?
Do you love to operate in an operational environment, want to be the driving force of bringing COO to the next level and bringing out the best in everyone? Help to make COO a truly customer focused, people and data organisation! COO NL is covering mortgages, consumer loans, business banking, private individuals, fraud, transformation office, ODCR (Operational Design, Control & Resilience), document and content services, collections, KYC (Know Your Customer) and retail contact centre. Our operational teams are delivering the best possible services in the financial sector to millions of appreciated clients in The Netherlands.
Tasks & responsibilities
The role of Lead Customer Experience & Complaints reports hierarchically and functionally to Head of Strategy and Employee Experience. By combining customer- and employee journey and handling of NFT complaints we have the end-to-end responsibility in one team. Work towards one SLA, report, dashboard, uniform tooling and one team responsible for the reduction of the number of complaints and improve CX and employee satisfaction. We treat customer complaints as on opportunity to learn and show how good we can be. We make ING better by being the continuous feedback loop between them and our tribes. Translating best practices of the expertise's responsible (complaints & CX) across ING (local and global) and implement them in The Netherlands.
Vision and Strategy
- Initiator and end-responsible for vision and strategy for complaints & improving CX across Domestic Bank NL.
- Co-setting strategy team Strategy and Employee Experience, as part of the LT Operational Excellence and Employee Experience contribute the complaints & CX perspective to the department strategy.
- Responsible for managing stakeholder relationships related to complaints across DB NL (Exco, LT COO, CoE CX)
Customer experience
- Work together with ODCR to safeguard the rights of our customers by keeping our Complaint policy aligned with regulations from ESMA, EBA and AFM and ensure that the Customer Centricity policy becomes ingrained in our DNA.
- Take ownership of 'directieklachten' and be case owner until complaint is solved.
- Handling complaints of our customers in the best way possible.
- You design, innovate and monitor the E2E complaint process to make sure the employee feels empowered to help the customer to stay a step ahead in life and Business.
- We want to ensure that the Customer receives a fait treatment on his Complaint, which is objective and complete, that the customer feels heard and we strive for a First Time Right resolution.
Improvements
- You provide innovative tooling/processes by listening to our colleagues and the customer, so we ensure that every form of dissatisfaction is transformed into a smile.
- You are the linking pin in creating one unified complaint process and bringing all the data insights together so the Tribes can improve their processes structural.
- Effective stakeholder management, ensuring buy-in and execution of proposed improvements.
- As you put the customer's interest first, we want to learn from feedback and ensure that a complaint does not repeat itself therefore it's elemental to steer on root cause analysis and make Tribes improve their processes.
About you:
The skills you need to demonstrate, or show your ability to quickly learn them, are:
- Hands-on change professional with a strong 'can do' mentality, highly resilient and able to navigate through ambiguity; has a complete view and determines priorities based on context at industry (bank wide and outside company) level. Operates independently,
- Organisational sensitivity; deep understanding of the underlying issues, opportunities and dynamics of the organisation; strong focus on collaboration.
- Ability to take responsibility and make impact based on facts and data; have the managerial courage to question and make decisions. You can interpret data and you understand the business. Ability to analyse data, creates solutions based on in-depth evaluation.
- Ability to empower a team to act autonomously, think and act out of the box.
- Ability to make impact through inspiring and energetic leadership.
- Ability to ensure continuous improvement of a high performing team, ability to plan, organize, support and monitor the activities of heterogeneous teams.
- Strong analytical and problem-solving skills.
- Ability to simplify complexity and drive operational excellence.
- Communication, influencing. Excellent written and spoken English, as well as presentation skills. Able to get a message across at all levels in the organisation. Serves as an example of giving and receiving feedback and acts upon it.
- You build bridges by nature and are able to bridge differences, whilst having strong stakeholder management skills that get people on board and ensure necessary buy-in.
- Strong delivery capability, with a proven track record and credibility in achieving results in strategic transformation programs.
Based on your experience, it would be great if you bring the following:
- Minimum of 5 years professional experience in compliance, banking or operations
- Proven affinity with banking products & processes (payments, channels, lending etc.) and needs of our customers.
- Track record in inspiring leadership to achieve goals.
- Demonstrated track record of building and maintaining highly collaborative, flexible, and productive multidisciplinary teams.
- A strong network within the bank and a good understanding of the organisation, strategy, and our way of working
- You can operate in a COO environment and bring content to the table.
- Can demonstrate success in establishing executive relationships and influencing executive decision-making.
- Customer focus and the ability to build trust with senior leadership.
- You are willing to go the extra mile.
Rewards & benefits
We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.
The benefits of working with us at ING include:
- A salary tailored to your qualities and experience
- 36 or 40 hour workweek
- Individual leave: 24+2 individual holiday days based on 36 hr workweek
- Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
- CSR days: up to 2 days per year to actively engage in society by volunteering
- 13th month salary
- 8% Holiday payment
- Individual Savings Contribution (BIS), 3.5% of your gross annual salary
- Mobility card
- Attractive pension scheme
- Hybrid working to blend home working for focus and office working for collaboration and co-creation
Questions?
Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button.
Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
About us
With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us and apply today!
Het salaris bedraagt €5996 - €9583