6 дней назад
Lead Operational Intelligence
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Lead Operational Intelligence (Workforce Management): Leading forecasting, planning, and traffic management for customer service and fraud operations with an accent on operational excellence, service-level improvement, and data-driven decision making. Focus on developing workforce management capabilities, implementing new technologies, and driving change and transformation initiatives across complex operational functions.
Location: Bruxelles Avenue Marnix, Brussels, Belgium
Company
ING is a technology-driven banking organization focused on helping customers stay ahead in life and business.
What you will do
- Lead forecasting, planning, and real-time traffic management across Retail Customer Service, Business Customer Service, and Fraud sub-departments.
- Manage and develop a dedicated team of workforce management specialists, supporting high performance and capability growth.
- Improve service levels across call, chat, back-office, and complaints channels.
- Drive operational excellence, continuous improvement, and transformation initiatives.
- Identify opportunities to optimize, automate, and professionalize operational intelligence services.
- Lead the adoption of new technologies and promote data-driven decision making.
Requirements
- Master’s degree or equivalent professional experience.
- At least 5 years of experience in operations or an equivalent field.
- Experience in workforce management and advanced business planning.
- Strong leadership, organizational, stakeholder management, and influencing skills.
- Experience leading change and transformation initiatives in a changing environment.
- Excellent oral and written communication skills in English, French, and Dutch are required.
Culture & Benefits
- Personal growth and challenging work with opportunities to realize professional ambitions.
- Informal and dynamic environment with innovative colleagues.
- Progressive and agile ways of working where new ideas are valued.
- Flexible compensation and additional benefits.
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