At ING, we prioritize the appreciation and support of our employees. We strongly believe in nurturing internal talent, and we encourage you to apply if this role represents the next step in your ING career. For any questions about the position or if you would like more information before applying, feel free to contact the responsible recruiter.

About the Role of Circle Lead
As a Circle Lead, you will lead a team and take responsibility for developing, innovating, and safeguarding knowledge within your domain. You will optimize productivity and customer satisfaction in operations, enabling ING to operate at the highest levels of operational efficiency.

The Super Circle Business Banking Daily Banking is part of the Area Business Banking Operations, within COO NL. This Super Circle handles customer requests and interactions for our business banking customers. The foundation of this Super Circle consists of self-managing operational teams, also known as Customer Loyalty Teams (CLTs). A cluster of 3 to 5 CLTs forms a Circle, and several Circles together make up the Super Circle. Each year, we process hundreds of thousands of customer requests, striving for excellent service and a perfectly running operational organization.

What will you do as a Circle Lead?
You will ensure that customer questions and requests are handled directly without transfer moments (case ownership). Together with your CLTs, you will be responsible for managing the entire customer process within your Circle, continuously implementing improvements to enhance efficiency. You will also maintain strong relationships with Tribes, who are responsible for ING’s products, processes, and systems.

You are an inspiring leader who knows how to motivate, connect, and energize employees. You will facilitate and support your CLTs, enabling them to provide the best possible service to customers. This involves offering clear goals and fostering a service-oriented culture within Client Services.

Data-Driven and People Manager
You have a passion for performance and strive for predictable, customer-focused service. You understand the numbers and know how to act on them to maintain control. You manage based on facts and figures, continuously ask critical questions, and seek opportunities for improvement.

Together with your team and stakeholders, you will work on digitizing, automating, robotizing, or outsourcing processes to elevate our services to the next level.

What do we expect from you?
We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself.
Furthermore, you have:

• Current residency in the Netherlands and fluent in the Dutch language
• HBO or WO degree with relevant operational management experience
• Experience in change management, both from a people and a process perspective
• Experience in leading operational teams
• Experience with large transformation projects and their implementation in operations
• Strong stakeholder management skills
• Analytical, data-driven, and result-oriented
• Service- and commercially oriented
• A coaching leadership style, focused on the development of your team

Development and Growth
At ING, we believe in placing the right people in the right roles, both now and in the future. That’s why we invest heavily in personal growth and development, and we encourage you to take the initiative to continually improve yourself.

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

Want to apply directly?
Ready to apply? Upload your CV and motivation letter via the “Apply” button. We look forward to receiving your application! We are looking forward to your cover letter, explaining why you are interested in this career step!
At ING, we embrace diversity and support personal growth. Join our team and work with passionate, innovative, and inspiring colleagues.

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!