HR Contact Centre Lead (new structure startup) [rekrutacja online]

HR Contact Centre Lead (new structure startup) [rekrutacja online]
Miejsce pracy: woj. dolnośląskie

Home office


We are looking for you:
  • At least 3 years experience in building & leading of the contact / dialog centre within the Shared Services area (a must)
  • Strong track record of management skills – developing & coaching the new team structure from scratch
  • Experience in working with external & internal stakeholders
  • Excellent communication skills
  • Proven track in project management (transitions, onboarding of the services & overall maintenance)
  • Mastery in customer operations area – experience in working with chatbot tools & ticketing system
  • Experience in the A&I area: developing the innovative working tools & customer processes improvements
  • Experience in change management planning and its execution,
  • Very good English written and verbal communications skills (C1 level)
Youll get extra points for:
  • Expertise in agile, operational management, quality management and risk,
  • Experience in HR processes area
  • Experience in technology development in contact centre area
  • Strong focus for people & customer relationship management
  • Ability to work in an international and multicultural environment,
  • Eager to learn and collaborate,
  • Accurate, structured and a strong attention to detail,
  • Ability to bring structure and drive execution,
  • Basic knowledge of the Dutch language (Dutch language course available at ING Tech as a benefit)
  • University degree
  • Proficient in the use of Microsoft Office,
  • Ambition to be part of setting up ING’s global shared People Services centre.
Information about squad:


ING is a global bank with 53,000 employees, 38.4 million customers, corporate clients and financial institutions in over 40 countries. Our purpose is to empower people to stay a step ahead in life and in business. To achieve our ambition and become a global digital bank, ING has to standardise and optimise its operations, processes and technology. ING’s 4 shared services centres in Europe and in Asia play a key role in this and deliver multiple services to multiple ING countries and global functions. From new customer screening to credit card processing, and from cybersecurity to data analytics. People Services is a new shared service that is currently being set up in the shared service centres in Poland (Katowice) and the Philippines (Manila). People Services will be available to ING employees in the Netherlands and Australia from 1 July 2021. The ambition is to grow to a global service for all ING employees over the next few years. Around 150 People Services colleagues divided between Katowice (Poland) and Manila (Philippines) will handle questions from managers and employees, create job offers, validate expenses, administer changes in jobs and rewards, arrange talent assessments and coordinate and evaluate trainings. ING is looking for ambitious and enthusiastic people with a background in HR services and a strong service orientation to build and run the People Services centre and provide a differentiating experience to our employees.


  • contract of employment
    type of contract
  • 8:00 - 16:00
    work hours
  • Konduktorska 35, Katowice
    this is the location of our office
Scope of duties

60%- Project management in the early stages: team recruitment and onboarding, training,knowledge transfer, setting up the premises,coordinating testing and service rehearsaletc.


15%- You actively engage in continuous improvement and operational excellence initiatives
10%- You pro-actively manage your stakeholders across the organization
5%- You coach your team members and recognise their performance
5%- You help create a differentiating employee experience
5%- You help teams to increase their self-steeringthrough collaboration and our agile way ofworking
Your development
  • professional development
  • certificates and knowledge development
  • training budget
  • access to the newest technologies
  • international projects
  • free English courses
Your health, well-being and family
  • provate medical care
  • 50% funded Multisport Card
  • bicycle parking
  • chillout rooms
  • integration events and Stay Fit program
Working conditiions
  • stability of employement
  • fully equipped workstations
  • kitchen
Uprzejmie informujemy, iż skontaktujemy się z wybranymi kandydatami.

Jeżeli w przyszłości, chciałbyś/chciałabyś brać udział w innych rekrutacjach prowadzonych przez ING Business Shared Services B.V. sp. z o.o. Oddział w Polsce z siedzibą w Katowicach, potrzebujemy Twojej dodatkowej zgody: „Wyrażam zgodę na przetwarzanie moich danych osobowych na potrzeby przeprowadzenia przyszłych rekrutacji.”

W przypadku wyrażenia zgody na przetwarzanie Twoich danych osobowych na potrzeby przyszłych rekrutacji informujemy, że będą one wykorzystywane przez okres 2 lat. Wszystkie informacje dotyczące przetwarzania Twoich danych osobowych znajdziesz tutaj.

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