Lead Retail Banking Quality Review

2 months ago

Makati, Philippines ING Full time

As a Lead Retail Banking Quality Review, your responsibilities will include, but not limited to, the following:

  • Lead and manage the Retail Banking Quality Review Team supporting Manila CDU Business Partners for the relevant services in scope.
    • Know and understand the service/s that you will be managing, including but not limited to the following:
      • the nature of the service, scope, service hours
      • the Business Partner (COE / main stakeholder), team delivering the service.
      • the way of working, how the service is delivered.
      • the volumes (inflows of work, outflow or the outputs)
      • the metrics (key performance indicators) or how the work is measured.
      • the reports required to be submitted in relation to the service (e.g. BIA, BCP, ROPA, dashboards)
      • the service calls required to happen (including the service satisfaction rating provided)
      • other aspects – system access (related access reviews)
      • Identify and/or drive changes related to the service, whether for –
        • Improvement of the service,
        • Transformation of the service, or
        • Growth of the service
        • Cover and deliver some of the complex tasks of the team as deemed necessary,
        • Act as a first point of escalation for team’s BAU issues and help and/or guide the team towards its resolution,
        • Perform quality assurance review or control checks for the processes covered by the team,
        • Work with Circle Lead/s towards Change execution,
        • Ensure that reports and discussions related to BAU/service are delivered and completed, and
        • Oversee and manage various stakeholders.
        • Provide support to Circle Lead on aspects impacting BAU and/or team performance.

           You will contribute to deepen the relevant field of knowledge and expertise within the department to offer customers the very best services possible every day and to contribute to building a more efficient organization with engaged employees, which will result in a shorter time – to – volume of products and services.

          As a Lead Retail Banking Quality Review you report hierarchically to the Quality Review Services Circle Lead and functionally to Global Business Partners.

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