Circle Lead - Event & Incident Management

Location: Manila, One Ayala Tower 2, Philippines. Full-time role aligned with supported country operating hours and Philippine holidays when required.

Company

hirify.global Philippines supports retail banking operations and customer experience for ING customers.

What you will do

• Lead a frontline team handling customer-reported incidents through chat and phone channels.
• Ensure incidents are assessed, validated, categorized, documented, and routed to the appropriate resolution teams.
• Drive timely escalation and clear customer communication during service disruptions and critical events.
• Coordinate with Customer Experience Center, incident management, technology, risk, product, and country stakeholders.
• Coach and develop the team while managing staffing, workload distribution, productivity, service levels, and performance.
• Use incident trends and lessons learned to improve processes, governance, KPIs, and operational risk mitigation.

Requirements

• Leadership experience in a contact center, service desk, customer operations, help desk, or incident management environment.
• Experience leading customer-facing teams supporting chat and phone channels in service-level-driven operations.
• Strong decision-making, crisis management, prioritization, problem-solving, coaching, and performance management skills.
• Experience with incident management frameworks, ticketing systems, SLAs, knowledge management, and escalation processes.
• Bachelor’s degree in Business, Management, Risk Management, Information Technology, or a related field.
• Strong English communication skills and experience coordinating cross-functional stakeholders are required.

Nice to have

• ITIL, Agile, Project Management, Risk Management, or Business Continuity certification.
• Experience in banking, financial services, or another regulated industry.
• Experience establishing incident governance frameworks, response playbooks, executive reporting, and operational KPIs.

Culture & Benefits

• Collaborative, diverse, and innovation-focused work environment.
• Exposure to international teams and stakeholders.
• Continuous learning and professional development opportunities.
• Involvement in large-scale operational and customer experience transformation initiatives.
• Opportunity to improve customer trust and service reliability in retail banking.