At ING we value and support our employees before recruiting external talent. If you think this vacancy is the right next step in your ING career, we’d encourage you to apply. Should you have questions about the vacancy or need to hear more before you feel you can apply. Please do not hesitate to reach out to the responsible recruiter.
Local Support Operations Manager
Do you love problem solving and take pride in creating outstanding customer experiences? Are you an optimistic and compassionate person who thrives off helping others be successful? If yes, we are looking for you to join our team and help improve the products and services we offer to our employees.
Who are we?
We are Global Workplace Services at ING and we deliver workplace services for 60,000 colleagues worldwide. We ensure that our colleagues can work simple and safely with any device, wherever they are at home, in the office or in another country. Specifically, we provide laptops, (virtual) desktops, mobile and fixed telephony, video conferencing, software (e.g. Outlook, SharePoint, Windows and Office). We also provide the infrastructure and support for these services.
WPS is also responsible as a 3rd line support organization; to be able to fulfil this role we participate in an 24/7 standby scheme (max once a month on-call duty).
Workplace department is a diverse and flexible international environment.
What will you do?
- You manage the Local Support Service IT in the Netherlands for the Global Workplace Tribe.
- You establish and monitor quality metrics and constantly strive to improve quality and efficiency of the Local Support Service and support provided to our employees worldwide.
- You refine user stories for and with the IT Local Support Service vendor, based on customer feedback, and IT optimization initiatives
- You make sure the employees’ voice is translated into the innovative and customer-focused improvements you and the Local Support Service create.
- You manage the customer feedback loop from beginning to end (incl. NPS survey, data analysis and reporting) together with the IT service Desk, CJ Guild, Service Managers and BI team.
- You manage dependencies and cooperate closely with other squads and stakeholders, solving impediments this includes also other local support services non-IT, like facility management and HR.
- You understand the purpose and the roadmap of the WPS Tribe and create the backlog for the Local Support Service
- You support IT migrations for new services as well as new features by educating and preparing the LSS engineers to support new end-user questions or incidents
- You actively monitor the WPS user adoption plan in order to prepare the Local Support Service for any operational changes, new service or feature roll-out
- You monitor all user interaction channels (Yammer Community, Ambassador platform, OneIntranet, tickets, Chats, ChatBot, MS Teams, etc) in order to continuously improve the way, we engage, interact and support our ING colleagues
- You actively contribute to the analysis of our customer feedback, together with the CJ guild and Service Managers, in order to translate that feedback into actionable improvements for WPS services, user adoption and employee experience
- You analyze tickets trends, incident causes and users dissatisfactions in order to create self-service solutions as well as improve the overall employee experience with Local Support Service, the Service Desk and WPS services
- You innovate the way we interact with our employees by moving from a traditional Local Support Service into a digital “support-less” model
How to succeed
- Develop and maintain effective relationships with suppliers (internal and external)
- Know our Local Support Service and contract. Establish and monitor quality metrics and constantly strive to improve quality and efficiency of services and support provided.
- Maintain and work together with other local support departments within ING
- Ensure efficient collaboration, co-ordination and communication between Local support and Global Desk.
- Proactively identify areas for improvement, build action plans and seek opportunities to improve customer satisfaction with our Local Support Services.
- You have knowledge and understanding of operational management
- You have a strong affinity with inventory management and stock management
- Act as a liaison to Product Owners regarding issue management (identification, escalation and prioritization).
- Coordinate with (Vendor Knowledge Manager, customer journey experts, product owners, support service team) to ensure a high-level degree of product knowledge, business process knowledge, including new feature knowledge.
- Provide support for special projects and service roll outs (Knowledge Articles development, training sessions).
- Drive the Productization Framework and Service Readiness to ensure an excellent support experience to our users during special projects and service roll outs
- Coordinate and manage all digital channels together with the PO Service Desk – Digital Channels
- You have strong understanding of customer centricity, customer journey, PACE, product ownership and communications
- You have experience with managing complex projects with a lot of stakeholders
- You have a strong affinity with IT and are well informed about the various digital products, services and ecosystems
- You quickly master a subject and know how to get things done
- You have experience in coordinating, guiding and implementing new digital customer functionalities
- You are extremely customer experience driven and use data for your decision making
- You have a great affinity with digital customer experience, preferably for mobile too
- You dare to actively ask for help and feedback and to give feedback to others.
- You analyze customer feedback data in order to improve both user adoption and employee experience
- You innovate the way we interact with our employees by moving from a traditional Local Support Service into a digital “support-less” model
- You transform our operating model from traditional SLA (Service Level) into XLA (Experience Level) focused
- WPS is also responsible as a 3rd line support organization; to be able to fulfil this role we participate in an 24/7 standby scheme (max once a month on-call duty).
Your profile
- You have an University degree preferably in one of these areas: Business Admin, Communications, Finance, IT Management, Marketing, Psychology
- You have at least 5 years of work experience in one or more of these areas: Operational management, Customer Centricity, Customer Service, Customer Engagement and Satisfaction, Sales & Marketing, Communications
- Experience managing or working with operational support vendors is a plus
- You have experience and knowledge of MS Office 365, including Outlook and MS Teams support
- You have experience in user friendly look and feel desk and meeting rooms
- You have a strong understanding of new trends in terms of user engagement and interactions and user adoption
- Ability to coordinate, develop and manage relationships with internal and external partners
- Strong understanding of digital (mobile/web/app) experience as well as Workplace Services / Microsoft SaaS products (Office 365, MS Teams, OneDrive, etc)
- Proven experience with operational Management, Change Management, Service Request, Integration Management and Incident & Major Incident Management
- Knowledge of ITIL processes and CSI (Continual Service Improvement Processes)
- ServiceNow and data analysis knowledge is a plus
- You are independent, ambitious and result-driven
- You are proactive, pragmatic, and you enjoy coming up with new ideas
- You work in an accurate and structured manner
- You are an enthusiastic team player
- You have an excellent command of the English language (verbal as well as written) and good communication skills
- You have experience in Scrum and Agile
- You are able to work under pressure, no 9-5 mentality
- ‘Can do’ mentality and ‘no excuse’ mindset
What we offer
Working at ING means working in a dynamic and international setting. ING offers excellent courses and programs because individual development of our employees is very important.
In addition we offer:
- A challenging job where you can actively participate
- An appreciative work climate in an agile structure
- The function is scaled on scale 11
- A thirteenth month
- Life-course savings scheme
- An internal contract based on 40 hours per week located in The Netherlands
- We agree on your actual salary together in personal conversation, depending on qualifications and previous experience.
Questions?
Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.
About us
With around 52,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation is that you’ll stay curious. Keep learning. Take on more responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring and supportive colleagues, there is no better place to invest your talents than at ING.
