Circle Lead Customer Loyalty II

• Leads a Circle mostly consisting of Contact Center Professionals or Customer Loyalty Members and takes responsibility to facilitate the division of work volume (and customer/ product groups) over the CLTs.
• Setting up new retail banking operational processes and services while adapting operating models and organization design as the business matures.
• Ensures a deepening of the relevant field of knowledge and of expertise within the Circle to offer customers the very best services possible.
• Drives the circle to achieve and exceed key performance targets. Creates a Customer Centricity Culture with the customer at its core and a winning performance culture
• Proactive in driving performance improvements, data driven mindset, capable of performing RCA, defining relevant actions and successful execution
• Coach, mentor, motivate, challenge, develop and recognize contact center members on a continuous basis, while at the same time ensuring member adherence.
• Enables an inclusive Orange Behavior culture where everyone gives their best to the organization, in line with One Agile Way of Working.
• Fosters collaboration within Retail Operations and with the different stakeholders. Plays a key role to help others to understand and build their influence within a network.
• Understands and consistently applies Step Up Performance Management (planning, coaching, evaluation) and has continuous conversations with direct reports
• Knows how to have the right people at the right time at the right place, which means anticipating on the attrition.
• Knows how to deal with escalations for complex and high-risk issues. Advises strategic management on measures/solutions. Provides permanent solutions.
• Plays an important role in implementing the flexible workforce arrangements within Retail Operations

ING