Lead Operational Intelligence

Your role & work environment

As Lead Operations, you are End-Responsible for the forecasting, planning and traffic management of all sub-departments of CS Retail, CS Business and Fraud by leading a dedicated team of workforce management specialists. Beyond ensuring operational excellence, you play a key role in the continuous evolution of the Operational Intelligence function. You support the development of the team's capabilities, drive continuous improvement initiatives and contribute to the implementation of strategic priorities. You help the team adapt to changing business needs, technologies and ways of working while ensuring a high-quality service towards our stakeholders. You actively contribute to shaping the future of Operational Intelligence by evolving capabilities, processes and services to meet changing business priorities and future challenges.

Your key responsibilities

• Monitor and ensure correct forecasting.
• Ensure a high-performing planning.
• Ensure real-time monitoring of all activities to offer the best service to our customers.
• You inspire, support and challenge the way of working inside and outside the Operational Intelligence team.
• You are responsible for bringing every team member to high performance.
• You think ahead and identify opportunities to optimize, automate and further professionalize the services provided to our stakeholders.
• You drive continuous improvement initiatives and support the implementation of Operational Excellence priorities.
• You lead and support change initiatives impacting forecasting, planning and traffic management practices.
• You challenge existing ways of working and identify opportunities to increase efficiency, quality and business value.
• You contribute to the continuous evolution of Operational Intelligence capabilities, processes and services in response to changing business priorities and future challenges.
• You foster a culture of innovation, collaboration and data-driven decision making within the team.
• You will play an active role to increase the service levels on different channels such as call, chat, back-office, complaints…

We expect from you to ensure tailor-made qualitative support across 3 axes (forecasting, planning & traffic management), to lead the implementation of new technologies, actively contribute to transformation initiatives and closely support the team to deliver value.

We look for a Lead Operations with:

• A master's degree or equivalent through experience
• 5+ years of experience in operations or equivalent
• Experience in workforce management
• Leadership skills, with steadfast resolve and personal integrity
• Understanding of advanced business planning
• Be able to diagnose problems quickly and have foresight into potential issues
• Outstanding organizational and leadership abilities
• Excellent oral and written communication skills in EN,FR,NL
• Data-driven and new technology-oriented
• Experience in leading change and transformation initiatives
• Strong stakeholder management and influencing skills
• Ability to balance operational delivery with continuous improvement and long-term development
• Ability to work effectively in a changing environment and adapt to evolving business priorities

We offer you A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention
• We redefine banking.

What about you? There has never been a more interesting time to work at ING. We’re on a journey that’s centred around our customers, powered by technology and driven by smart, determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. We’re proud of that We’re a global bank with a strong European base, and our more than 60,000 colleagues serve around 38 million customers and corporate clients in over 40 countries. Joining ING means working with friendly and collaborative people towards making a positive impact on people and planet. We believe in empowering the people around us and our customers to stay a step ahead. Working here means having the autonomy to drive progress, helping to create superior customer value and contributing to our ambition of putting sustainability at the heart of everything we do. Here, we’re more than just a workplace – we’re a community of innovators, problem-solvers, and forward-thinkers, dedicated to making a real impact. Whether you’re just starting your career or seeking the next big challenge, we have