- You have at least 3 years experience in building & leading of the contact / dialog center within the Shared Services area (a must),
- You have strong track record of management skills – developing & coaching the new team structure from scratch,
- You have experience in working with external & internal stakeholders,
- You have excellent communication skills,
- You have proven track in project management (transitions, onboarding of the services & overall maintenance),
- You have mastery in customer operations area – experience in working with chatbot tools & ticketing system,
- You have experience in the A&I area: developing the innovative working tools & customer processes improvements,
- You have experience in change management planning and its execution,
- You have very good English written and verbal communications skills (C1 level).
- Expertise in agile, operational management, quality management and risk,
- Experience in HR processes area,
- Experience in technology development in contact center area,
- People oriented and customer focused,
- Ability to work in an international and multicultural environment,
- Eager to learn and collaborate,
- Accurate, structured and a strong attention to detail,
- Ability to bring structure and drive execution,
- University degree,
- Proficient in the use of Microsoft Office,
- Ambition to be part of setting up ING’s global shared People Services center.
- At least basic knowledge of the Dutch language (Dutch language course available at ING Tech as a benefit)
ING is a global bank with 53,000 employees, 38.4 million customers, corporate clients and financial institutions in over 40 countries. Our purpose is to empower people to stay a step ahead in life and in business. To achieve our ambition and become a global digital bank, ING has to standardize and optimize its operations, processes and technology. ING’s 4 shared services centers in Europe and in Asia play a key role in this and deliver multiple services to multiple ING countries and global functions. From new customer screening to credit card processing, and from cybersecurity to data analytics. People Services is a new shared service that is currently being set up in the shared service centers in Poland (Katowice) and the Philippines (Manila). People Services will be available to ING employees in the Netherlands and Australia from 1 July 2021. The ambition is to grow to a global service for all ING employees over the next few years. Around 150 People Services colleagues divided between Katowice (Poland) and Manila (Philippines) will handle questions from managers and employees, create job offers, validate expenses, administer changes in jobs and rewards, arrange talent assessments and coordinate and evaluate trainings. ING is looking for ambitious and enthusiastic people with a background in HR services and a strong service orientation to build and run the People Services center and provide a differentiating experience to our employees.
- contract of employment
type of contract - 7:00 - 9:00 - 15:00 - 17:00
work hours - Al. Jana Pawła II 22 , Warszawa
this is the location of our office
- professional development
- certificates and knowledge development
- training budget
- access to the newest technologies
- international projects
- free English courses
- provate medical care
- 50% funded Multisport Card
- bicycle parking
- chillout rooms
- integration events and Stay Fit program
- stability of employement
- fully equipped workstations
- kitchen