Contact Center Lead (Fintech)

TL;DR

Contact Center Lead (Fintech): Leading a circle of contact center professionals and customer loyalty members to manage work volume and retail banking operations with an accent on performance optimization and customer centricity. Focus on coaching team members, implementing agile operational models, and driving data-driven performance improvements to exceed key targets.

Location: Onsite in Manila (One Ayala Tower 2)

Company

hirify.global is a global technology and operations organization supporting ING's banking services worldwide.

What you will do

• Lead and facilitate work distribution among contact center professionals and customer loyalty members.
• Design and implement new retail banking operational processes and service models.
• Drive performance improvements using a data-driven mindset and root cause analysis.
• Coach, mentor, and develop team members to ensure high performance and adherence.
• 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

• Proven experience in leading contact center teams or customer service operations.
• Strong understanding of retail banking processes and operational design.
• Ability to apply performance management frameworks and conduct continuous coaching.
• Experience in managing workforce planning and anticipating attrition.
• Strong stakeholder management and influence-building skills.
• English proficiency required for professional communication.

Culture & Benefits

• Opportunity to work within a global banking environment.
• Focus on professional development and continuous coaching.
• Collaborative culture based on Agile methodologies.
• Emphasis on inclusive behavior and team recognition.