- You have at least 12 years relevant work experience in an operational and/or service center environment,
- 7 + years of leadership experience including leading a team based in different international locations,
- You are seasoned and experienced People Services & Operations leader who will oversee and be in charge of the service performance, delivery and operations in our two CPS locations Katowice (Poland) and Manila (Philippines) with currently approx. 155 employees,
- You have an Operations background and proven leadership track record as Service Centre lead in an international context,
- You are ambitious and enable higher performance by managing processes and services to higher efficiency and effectiveness,
- You can translate and execute opportunities and strategy into actions,
- You have the capacity to manage stakeholders and communicate effectively across all levels of ING internationally,
- You know how to drive CHANGE by presenting, socializing and influencing key stakeholders across the bank by supporting the successful positioning of HR unite to achieve the programme goals and objectives.
- Good knowledge of HR solutions, service design and E2E process engineering,
- Lean Six Sigma or OPEX experience is a plus,
- Excellent spoken and written English language,
- Understands how to optimize work processes,
- Ensures accountability for self and others,
- Builds effective teams,
- Manages ambiguity and complexity,
- Develops talent,
- Drives results and team engagement,
- Tech Savvy,
- Cultivates innovation and a strong sense of collaboration within and across teams.
Providing leadership, planning, project coordination and management to run a cost-effective organization while concurrently facilitating efficient operations to meet current and future business needs within ING,
Ensuring continuity and successful delivery of people services to employees throughout the organization based on agreed SLAs, operational metrics and based on ING’s employee experience index survey supported by continuous improvement initiatives,
Acting as first line risk manager to ensure all services and operations are compliant and potential risks are mitigated or closed in time,
Analyzing and directing all function-related activities within the scope of CPS globally,
CPS lead for the GHR Change Management process (advise on required changes of process/tools/services and delivery),
Fostering and maintaining positive relationships with employees, HR & IBSS stakeholders,
Building strong relationships with country People Services and Human Resources teams to manage together the E2E delivery for employees,
Providing overall prioritization of work assignments and management of CPS team resources and their activities,
Promoting proactive approaches using IBSS & Group Services resources to solve business needs by increasing the degree of process and service automation, using global systems, robotics and digitization,
Building and maintaining a strong CPS team through effective recruiting, training, coaching, team building and succession planning,
Assessing the skills and skill levels necessary to achieve work objectives,
Improving further the procedures to ensure all employees, managers and stakeholders are served and informed appropriately as defined in the SLA’s,
Supporting the HR Unite Programme by organizing the take over and delivery of the run activities as outlined in the country specific scope of services,
Supervising the work allocation across CPS locations, ensures a thorough BCP process and managing operational risk and audit trails effectively.
- contract of employment
type of contract - 9:00 - 17:00
work hours - ul. Konduktorska 35, Katowice
this is the location of our office
- professional development
- certificates and knowledge development
- training budget
- access to the newest technologies
- international projects
- free English courses
- provate medical care
- 50% funded Multisport Card
- bicycle parking
- chillout rooms
- integration events and Stay Fit program
- stability of employement
- fully equipped workstations
- kitchen