Circle Lead (Team Manager) in Centralized People Services

We are looking for you, if you:

• have at least 2 (minimum) years of experience in building & leading of the HR Administration (HCM) teams within the Shared Services area (a must),
• have strong track record of management skills – developing & coaching the new team structure from scratch,
• have experience in working with external & internal stakeholders,
• have excellent communication skills,
• proven track in project management (transitions, onboarding of the services & overall maintenance),
• are mastery in customer operations area – experience in working with chatbot tools & ticketing system,
• have experience in the A&I area: developing the innovative working tools & customer processes improvements,
• have experience in change management planning and it's execution.

English level: C1.

You'll get extra points for:

• practical knowledge of the Workday and Service Now systems,
• expertise in agile, operational management, quality management and risk,
• experience in HR processes area, 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,
• basic or intermediate knowledge of Dutch or German language, will be an advantage.

Your responsibilities:

• coordination and daily management of the HR Admin team for NL market, onboarding, training, knowledge management - up to 20 employees,
• actively engage in continuous improvement and operational excellence initiativesactively seek to build and establish a good collaboration with stakeholders / LPS POCs / HR business partners across the organization to improve quality of SSC deliverables,
• help to create a differentiating employee experience,
• coach your team members and recognise their performance,
• help teams to increase their self-steering through collaboration and our agile way of working.

Information about the squad:

HCM Team (Human Capital Management) is a second line support team for solving ING Employees from the Netherlands, experienced in hire, separation, job change, payroll, absences and general employee data management. We work with several frameworks, such as quality, escalations, improvements or SME's.

Our team members have huge autonomy that stimulates motivation and creativity what allows us to adapt to the changing requirements of business partners. Small units called squads are the core of our organization. They have clear vision of products, overcome challenges autonomously and based on team cooperation, work out the most flexible and effective way of working.

The role naming convention in the global ING job architecture will be “Circle Lead Customer Loyalty III”.