Manager Daily Banking & Specials ING 09-05-2024

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Manager Daily Banking & Specials (Super Lead) | Super Circle Daily Banking & Specials

Employee | Administration & Operations | Professional | Netherlands | Leeuwarden | 2024-05-08 | REQ-10072592

Manager Daily Banking & Specials (Super Lead) |

Super Circle Daily Banking & Specials

About the Super Circle Daily Banking & Specials

Within the Super Circle Daily Banking & Specials we perform requests and in life management activities for our customers on areas like 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!

Customer Loyalty Teams, Circles and Connecting Tribes

The basis within this Super Circle 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.

The SC Daily Banking & Specials has 6 Circles (Payments and Current Accounts and Cards, Legal Admin, Successions, Service Desk Specials, Seizures and Bankruptcies, Investments) led by 8 Circle Leads.

Next to that, the Connecting Tribes squad, currently consisting of 3 CJE's of which one is the PO, also report into this role.

What will you do as Super Lead Daily Banking & Specials?

You are responsible for the performance, the people, and the creation and implementation of the vision and strategy of this whole Super Circle. Of course this has to align with the DBNL Horizon '28 vision. You set the priorities and goals for your leads and CJE's, and help them in achieving these. These goals will be focused around the "run" side of the Operational teams, as well as the change side.

On the change side, digitalization will be a major focus the next years. Next to that, ING Global's priorities towards sourcing have increased, and identifying what this means for your Super Circle is also a key objective.

You are an inspiring motivator who, with your own style and fresh perspective, know how to move and connect with your leads, CJE's and members. You provide the right context, so that it's clear for everyone what the objectives are that 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.

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 your leads, CJE's, and 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 growth and commercial results. 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?

  • Experience in leading operational teams
  • Experience in large transformation projects, and on their implementation in operations.
  • Stakeholder management - you know how to communicate and get things done at all levels in the organization
  • 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;
  • You are service-oriented and commercially oriented;
  • You coach leads 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

  • Our teams work and speak Dutch, so you will need to be able to do this as well or have at least a fairly good understanding of the Dutch language in order to succeed in this job;
  • A WO diploma; with relevant operational management experience;
  • Knowledge of (banking) processes, tooling and service concepts;
  • Strong analytical skills and numerical insight, result-oriented and with an eye for improvement potential;
  • Experience in supervising and realizing changes, both on the human and on the substantive aspect.
  • Preferred: lean six sigma blackbelt certified

Rewards and benefits

We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at

The benefits of working with us at ING include:

  • A salary tailored to your qualities and experience
  • 24-27 vacation days depending on contract
  • Pension scheme
  • 13th month salary
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary
  • 8% Holiday payment
  • Hybrid working to blend home working for focus and office working for collaboration and co-creation
  • Personal growth and challenging work with endless possibilities
  • An informal working environment with innovative colleagues
  • awarded.

About us

With 60,000 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.


Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

Questions about this opportunity?

Feel free to contact Danovich , Recruiter. e-mail:

Thank you for considering a career at ING!

Vacature eisen



FunctietitelChange Manager
Indicatie salaris (min – max]onbekend – onbekend
Aantal uren (min – max)1 – 40
Contactgegevensonbekend , onbekend onbekend
Type contractVast
BrancheBanken/Financiële dienstverlening
LocatieLeeuwarden, Friesland,Nederland
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