Teammanager Servicedesk Nabestaanden (Circle Lead) | Super Circle Daily Banking | Leeuwarden

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Team Manager Successions (Circle Lead) |

Super Circle Daily Banking | Leeuwarden I Native Dutch

About the super circle Daily Banking

Within the super circle Daily Banking we perform requests and management activities for our customers on areas like, for example, payments, legal administration, seizures, investments and successions. On an annual basis, we process hundreds of thousands of customer requests. We strive for an excellent service for our customers within a perfectly running operational organization. A satisfied customer is our top priority!

The SC is supported by a staff department that supports the Super Circle with topics such as data and reporting, risk, finance and change management.

Customer Loyalty Teams and Circles

The basis within these Super Circles (SCs) is formed by self-organizing operational teams (Customer Loyalty Teams (CLTs). They consist of approximately 11 members per CLT. A cluster of 3 to 5 CLTs is called a Circle. Each Circle is managed by a Circle Lead.

What will you do as a Circle Lead of Service Desk Relatives?

You are an inspiring motivator who, with your own style and fresh perspective, knows how to move and connect with your members. You give the self-organizing CLTs the right context, so that they understand which objectives they are working towards and why. You are an ambassador of the service-oriented culture within Retail Operations. In addition to your ambassadorship, you know how to convey our corporate culture (Orange Code) and give it concrete shape.

You have a passion for performance and are disappointed when the result is not achieved. But! You know better than anyone what the causes are and how to act, with the aim of providing a predictable and customer-oriented service. You understand the numbers, can explain them and understand which buttons have to be pushed. You act on this with the aim of being predictable and staying in control. An important aspect is that you act on the basis of facts and figures, take responsibility yourself, continue to ask critical questions and make connections. Someone with a heart for business and people.

Together with your CLTs, you are responsible for handling the entire process and you have your feet in the mud. You are decisive and know how to create and realize opportunities. You offer the CLTs the opportunity to perform optimally and at the peak of their potential and you help them take a step forward. In addition, you understand the challenges that come with an operational environment and you translate this to your members.

One of your most important jobs is to inspire and motivate members to make them structurally better. With the aim of personal and professional growth. You help them with changes and with questions such as; who am i, what can i do and what do i want? Craftsmanship, professionalism and skills development are central. You strive to make your department a “great place to work”, where people are involved and want to work on their craftsmanship for a longer period of time. You, too, are armed with a healthy dose of self-knowledge and the ability to reflect. A leader of this time.

The starting point of your leadership is focused on service and process improvements that contribute to handling requests even better. You have an eye for improvement potential and see opportunities for improving our service concept. You become enthusiastic about things that go well, but even more about identifying improvements and taking this on to take our services to a higher level. You will work together with ING Tribes to digitize, robotize or automate the processes. The Tribes within ING are responsible for the development and management of products, processes and systems.

In addition to the processes, it is your responsibility to contribute to the commercial result. You demonstrably know how to save on operational costs and increase commercial strength. In addition to your Circle, you contribute to the bigger picture, you know how to inspire colleague leads and you take the performance and quality dialogue to a higher level.

What does this role require of you?

  • Analytical, data driven; you steer on data, facts and output. You also know how to use this data to make concrete improvements to improve customer experience and effectiveness;
  • Strong communication skills, clear and people-oriented; you ensure that the frameworks within which the CLTs can take their own responsibility are completely clear;
  • You are service-oriented and commercially oriented;
  • You coach members in their development and craftsmanship;
  • Together we achieve more; you see giving and receiving constructive feedback as important conditions for good cooperation. You look wider than your own department, actively share your expertise and help colleagues from other departments to be successful;
  • You are the example and promoter of the Orange Code;
  • And of course you take a satisfied customer, in everything you do, as a starting point.

What do we ask

  • (Near) native Dutch speake r – our teams work and speak Dutch, so you will need to be able to do this as well in order to succeed in this job.
  • An HBO/WO diploma (WO is an advantage); with relevant operational management experience;
  • Knowledge of (banking) processes, tooling and service concepts;
  • Wft Basis or you are prepared to achieve this within 3 months;
  • Strong analytical skills and numerical insight, result-oriented and with an eye for improvement potential;
  • Having experience with and being successful in managing self-organizing teams is an advantage;
  • Experience in supervising and realizing changes, both on the human and on the substantive aspect is an advantage.

What do we offer

  • A dynamic work environment where you can make an immediate impact for our customers;
  • Function scale 10 or 11;
  • Excellent (secondary) employment conditions;
  • Extensive training and development opportunities;
  • Location Leeuwarden;
  • A 36-40 hour work week.

Do you have questions about this vacancy?

Please contact Cecile Crobach (Super Circle Lead) at

Vacature informatie

Organisatie: ING

Locatie: Leeuwarden

Opleidingsniveau: WO

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