Circle Lead Customer Loyalty II

Circle Lead | Retail Banking Operations

Lead people. Improve experiences. Help shape the future of banking.

Banking may be what we do, but it's not what life's all about.

At ING, we believe people should spend less time worrying about banking and more time focused on the things that matter most to them. That's why we're committed to making banking simpler, smarter, and more human. We're looking for a Circle Lead who shares that mindset and can help create exceptional customer and employee experiences every day.

This is an opportunity to lead high-performing teams within our growing Retail Banking Operations organization while driving operational excellence, continuous improvement, and meaningful change.

Role Summary

As a Circle Lead, you will lead a group of Contact Center Professionals and Customer Loyalty Teams responsible for delivering outstanding service to ING customers.

You'll balance people leadership with operational performance, ensuring customers receive excellent service while fostering an inclusive culture where individuals can grow, contribute, and succeed. Working closely with global stakeholders, you'll help optimize processes, improve customer journeys, and support the continued growth of our international operations.

About the Team

Retail Banking Operations is one of the fastest-growing areas within ING Hubs Philippines. Our teams support customers across multiple markets through contact center and operational services covering daily banking, savings, investments, lending, customer lifecycle management, and more.

We continuously challenge ourselves to improve how we work, deliver better outcomes for customers, and create an environment where our people can thrive.

What You'll Do

• Lead and develop high-performing teams within Contact Center and Retail Banking Operations.
• Drive operational performance and achieve key customer and business outcomes.
• Foster a customer-centric culture where service excellence is at the heart of every decision.
• Coach, mentor, and support team members in their professional development.
• Use data and insights to identify improvement opportunities and solve operational challenges.
• Support workforce planning and resource optimization initiatives.
• Collaborate with local and international stakeholders to deliver operational improvements.
• Manage complex customer escalations and ensure sustainable solutions are implemented.
• Champion Agile ways of working and continuous improvement initiatives.
• Contribute to building an inclusive, collaborative, and high-performing culture.

Required Skills & Experience

We're interested in people who bring a combination of leadership capability, operational expertise, and a passion for developing others.

You may be a great fit if you have:

• 5+ years of leadership experience in Contact Centers, Banking Operations, Financial Services, or Shared Services environments.
• Strong track record of leading teams and achieving operational results.
• Experience coaching and developing employees to reach their potential.
• Excellent stakeholder management and collaboration skills.
• Strong analytical and problem-solving capabilities.
• Experience working in fast-paced and evolving environments.
• Knowledge of workforce management and capacity planning concepts.
• Familiarity with Agile ways of working.
• Excellent written and spoken English communication skills.
• Bachelor's degree or equivalent professional experience.

What We Offer

• The opportunity to lead teams that serve customers across global markets.
• Exposure to international stakeholders and diverse cultures.
• A collaborative environment that encourages curiosity, innovation, and continuous learning.
• Career development opportunities within a global organization.
• The chance to contribute to meaningful transformation and operational excellence initiatives.
• A workplace where inclusion, respect, and personal growth are valued.

Don't meet every requirement? Apply anyway. Research consistently shows that many talented professionals only apply when they meet nearly all listed qualifications. If you're excited about this role and believe you can make an impact, we'd love to hear from you.

How to Apply

Click the apply button on our careers site and submit your application through Workday. We look forward to learning more about you.

Job Application Safety Reminder ⚠️

We're seeing an increase in fraudulent job offers. To protect yourself, please follow these key guidelines when applying for roles at ING:

• Apply only via official ING platforms. ING uses Workday as its recruitment system.
• Check the sender's email carefully. Legitimate communication will always come from @ing.com and/or @myworkday.com.
• No payments or banking details will ever be requested. If someone asks for this information, it's a scam.

About ING

With 65,000 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.