Circle Lead Customer Loyalty

The COO organization strives for an excellent customer experience at the right cost. To realize that, we focus on strengthening operational management capabilities, create development opportunities within and between Super Circles, drive digitalization and adoption, and leverage on synergies with other domains. Client Services Area Business Banking is an efficient and customer-oriented contact and service organization. The Super Circle Business Lending is part of the Client Services Area Business Banking. The Super Circle Business Lending is responsible for handling the operations of the business lending products for Self Employed & Micro Companies as well as the SME segment and is jointly responsible with Sales for the credit applications for these segments. The basis of the Super Circle are the 7 Circles, each Circle consisting of several Customer Loyalty Teams that consist of approximately 8-10 members. Our self-organizing Customer Loyalty Teams (CLTs) are responsible for the end-2-end handling of all incoming customer requests in the field of Business Lending.

We are looking for a Circle Lead for one of the In-life management Circle in the Super Circle Business Lending. The Circle handles client requests within the segments Self Employed Micro and SME. The Circle Lead reports to the Super Circle Lead Business Lending. The Super Circle Business Lending performs, builds, and improves customer service based on the following pillars:

• Operations: we help our clients within timeline, efficient and end-2-end
• Customer Experience: We offer excellent service for satisfied customers and add value to the client journeys together with the Tribe Business Lending
• People & Culture: We are the place to be for ambitious employees that take responsibility in their own career development. We help each other and are open and transparent
• Sustainability: We focus on profitable and healthy growth in a sustainable way
• Safe and Compliant: We are compliant and in control on the risks and processes we manage

What you’ll do

You will lead the Customer Loyalty Teams handling client files during the life of the loan. You facilitate the teams to be successful in their jobs. You steer on output and act factbased, in which data is key. Together with the Leadership team and the CLT members you work on innovation, process optimalisation and excellent customer experience, while safeguarding credit risk and data quality. It is important that a balanced risk assessment is made on financing with existing relationships, that changes are implemented and that these are discussed with the client. It is crucial that customer contact runs smoothly, that everything is processed correctly in our systems and that customer requests are followed up in accordance with policy, considering relevant laws and regulations. You will coach and manage the CLTs based on the following principles:

• You create the conditions that are necessary for employees to perform optimally, which positively influence customer satisfaction and minimize the risks for the bank.
• You are responsible for an optimally functioning Circle in which employees meet the required standards (quantitative and qualitative) and get the most out of themselves and their team;
• You ensure that customer processes are managed and continuously improved for optimal customer service;
• Responsible for the internal and external relevant Risk KPIs;
• Dealing with increasing regulatory pressure and regulatory requirements on both financial and non-financial risk;
• You contribute and initiate (strategic) changes/ change processes, driving the business lending domain in a digital direction.
• You work in a stakeholder domain with the Tribe Business Lending, Business Banking Sales, CRM, and CRM TA
• This role requires experience in finding and executing the balance in a complex and changing environment. It combines a customer- and people-oriented attitude with analytical skills and result-oriented thinking.

Job requirements

• You have a Master’s degree;
• You have knowledge of business lending and relevant credit risk policies;
• Your Dutch is fluent, English is excellent;
• Experience within a customer contact organization and with operational management;
• You build partnerships and work collaboratively with others to meet shared objectives;
• You create a climate where people are motivated to do their best to help the organization achieve its objectives;
• You actively learn through experimentation when tackling new problems, using both successes and failures as learning opportunities;
• You hold yourself and others accountable to meet commitments;
• You demonstrate self-awareness using a combination of feedback and reflection to gain productive insight into your personal strengths and weaknesses;
• You build strong teams that apply their diverse skills and perspectives to achieve common goals;
• You gain confidence and trust of others through honesty, integrity, and authenticity.

Rewards and 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 at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience
• 24-27 vacation days depending on contract
• Pension scheme
• 13th month salary
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• 8% Holiday payment
• Hybrid working to blend home working for focus and office working for collaboration and co-creation
• Personal growth and challenging work with endless possibilities
• An informal working environment with innovative 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. Apply today.