Team Leader at Channels & Support department

Place of work
Bratislava
Contract type
full-time
Start date
subject to agreement
Basic wage component (gross) and other rewards
from 1800€*

Information about the position

Job description, responsibilities and duties

Do you have experience with innovative ways of client service? Are you experienced team leader with no fear of helping your team with daily operative?

If you want to go the extra mile to help the client and you are looking for the work in an international, dynamic and quickly expanding team, continue reading...

Our department Channel Support is responsible for 1st line support to our clients on a new, cross-product Commercial Banking interactive channel. You’ll be working with an international team to support our clients worldwide with technical and functional support on this new channel and related products (e.g. App). Together with your team you take responsibility for solving the clients support questions and are willing to go the extra mile. By providing effective support for our clients your team plays a vital role in continuously improving our client satisfaction.

Tasks and responsibilities of Team Leader:

• Facilitate your team to assist customers in detecting technical issues with channel related services and will use your extensive experience and knowledge to diagnose, prioritize, advise and resolve technical problems.
• Facilitate your team to help set-up clients on the new channel and related services and take responsibility and coordinate the end-to-end administrative process.
• Facilitate your team to maintain contact with clients and/or stakeholders and keep them informed about the progress of their request.
• You will identify and bring forward suggestions to minimalize the number of support requests (e.g. new features to add to the product).
• You will suggest and propose manual process improvements or elimination of manual process steps.
• Responsible for delivering in accordance with SLA (our promise to the customer)
• The Team leader will coach on the quality of work at his / her employees.
• Have a sharp eye for recurring support questions which can be prevented; the same goes for prevention of compensation for internal colleagues

Employee perks, benefits

• Working for international and stable financial institution
• Young and dynamic team

Information about the selection process

Please, send us your CV and cover letter in english via email below. Please note, that we will reply only to selected candidates. Thank you for your understanding.

*By legal requirement we are providing the information about the basic wage component (minimum salary) for the advertised position. Based on your experience/profile, the final financial conditions will be the subject to discuss and negotiate at the personal interview, however, not less than above mentioned minimum salary component.

Requirements for the employee

Candidates with education suit the position

Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization

IT or Banking background

Language skills

English - Advanced (C1) or Hungarian - Advanced (C1) or German - Advanced (C1) or Polish - Advanced (C1)

Other knowledge

Microsoft Excel - advanced
Microsoft Word - advanced

Number of years of experience

3

Personality requirements and skills

• Minimal 2 years’ experience as a Team Leader in a client service function
• Fluency in English is a must, knowledge of any other language from Hungarian, Polish, French or German language is an advantage
• You have experience in new and innovative ways of Client Service that you can come up with and implement them
• You have excellent customer service skills (Patience; Attentiveness; Clear Communication Skills; Ability to Use "Positive Language")
• Worked in a Lean & Operational Management environment
• Any relevant training / education in the field of client operations (eg customer operations performance center, COPC)
• You have excellent administrative skills (and experience with MS Office application Word and Excel) as well as communication skills (both verbal and in writing)
• You are flexible, accurate, result-oriented and a team player with a positive drive and you go for the joint result.
• You are a person who is able to keep his back straight without becoming rigid
• You feel comfortable in a fast changing environment. You are willing to learn every day in a continuous moving global environment with high expectations of service.
• You are stress-resistant and are able to exude calmness, for example, when incidents occur.
• You have affinity with Commercial Banking products (Payments and Cash Management, Lending, Trade Finance, Financial Markets), you have experience with back office activities

Advertiser

Brief description of the company

ING is a global financial institution of Dutch origin offering banking and asset management to over 60 million private, corporate and institutional clients over 50 countries. With a diverse workforce of over 50,000 people, ING comprises a broad spectrum of prominent companies that increasingly serve their clients under the ING brand.

Number of employees

250-499 employees

Company address

ING Business Shared Services B.V.
Plynárenská 7/B
821 09 Bratislava

Contact

Contact person: ING Business Shared Services, HR team
E-mail: send CV
ID: 2212845   Dátum zverejnenia: 6.11.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   from 1800€*