Contact Center Circle Lead (Operations Manager) (Banking)

Location: Manila, One Ayala Tower 2, Philippines. Full-time role with working hours depending on country opening hours and willingness to work on Philippine holidays.

Company

hirify.global Philippines is an international shared services organization delivering wholesale and retail banking services to ING business units worldwide.

What you will do

• Lead a circle of contact center professionals and customer loyalty members, distributing workloads across customer and product groups.
• Set up retail banking operational processes and services while adapting operating models and organization design.
• Drive customer-centricity, performance targets, continuous improvement, root-cause analysis, and execution of corrective actions.
• Coach, mentor, motivate, develop, and evaluate contact center members while ensuring adherence and effective performance management.
• Plan workforce capacity, anticipate attrition, and ensure the right people are available at the right time and place.
• Handle complex, high-risk escalations and advise management on permanent solutions.

Requirements

• 5+ years of relevant experience managing teams in contact centers, banking, financial services, or shared services.
• College graduate with experience in real-time customer contact and outstanding customer service skills.
• Proficient spoken and written English required.
• Knowledge of capacity management and workforce management processes for real-time customer contact.
• Experience in training, coaching, and/or project management, with strong planning and organizing skills.
• Familiarity with Agile Way of Working, Microsoft applications, risk awareness, and research-based mitigation planning.

Culture & Benefits

• Work in a diverse international workforce supporting banking operations across multiple countries.
• Collaborate across cultures, languages, time zones, and Retail Operations stakeholder groups.
• Support flexible workforce arrangements and an inclusive Orange Behavior culture.
• Operate in a fast-paced environment focused on sustainable performance improvement and employee development.