Circle Lead (Mortgage Applications)

TL;DR

Circle Lead (Mortgage Applications): Leading retail banking operations and contact center teams to deliver operational excellence and drive organizational change. Focus on scaling operations, implementing agile methodologies, and fostering a customer-centric culture while managing complex performance targets and workforce planning.

Location: Must be based in Manila (One Ayala Tower 2)

Company

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

What you will do

• Lead a circle of contact center professionals and customer loyalty members to manage work volume and product groups.
• Set up and optimize retail banking operational processes and service models.
• Drive performance improvements and ensure key performance targets are exceeded.
• Coach, mentor, and develop team members while ensuring adherence to performance standards.
• Foster an inclusive culture aligned with the One Agile Way of Working.
• Manage escalations for complex, high-risk issues and advise strategic management on solutions.

Requirements

• College graduate with 5+ years of relevant experience in contact center or banking operations.
• Proficient in spoken and written English.
• Experience with capacity management and workforce management processes.
• Familiarity with Agile methodologies and Microsoft applications.
• Willingness to work on Philippine holidays and flexible hours based on global country opening times.
• Strong analytical skills and ability to work in a fast-paced, multicultural environment.

Culture & Benefits

• Opportunities for personal growth within a continuously evolving global banking environment.
• Exposure to a diverse, international workforce.
• Focus on sustainable progress and empowering employees.
• Collaborative environment emphasizing stakeholder influence and network building.