Chapter Lead

As Chapter Lead - Assisted Channels you’ll take a leading role help & define and drive the roadmap of the Call Centre Modernisation strategy. This is from delivering foundational technology capability and features such as voice, chat / chat bot and integration with the ING App experience.

As a Chapter Lead you are responsible for coaching, developing, and managing the team members in your chapter so that through their work, they can help customers to stay “a step ahead in life and in business”. You’ll take lead of increasing their craftsmanship by having continuous performance and career conversations and focussing on team development. You’ll inspire, develop, embed expertise and encourage innovation within your chapter and tribe. You’ll carry out a culture that is supportive of the One Way of Working and are the role model in your behaviour.

Importantly, the manner of working within a field of expertise, the distribution of specific knowledge/focus areas and the selection of standards to be used are determined in conjunction with the Chapter Leads of associated chapters..

It’s a fun and exciting time to be a part of ING, Australia’s most recommended bank.

**What are you going to do? You will be**
- Be the go to person in the Digital for the delivery of the Assisted Channels roadmap
- Enhancing the squad delivery & productivity to achieve both business and customer outcomes.
- Overseeing of the end-to-end delivery of critical programs of work to pull together all the moving parts and align squads and support teams to ensure projects are delivered on-time and on-budge
- Lead the end-to-end planning and development of comprehensive product roadmaps, considering resource and cost allocation, risk and issues and efficiencies to promote delivery excellence
- Managing product/new feature launches by building out product roadmaps.

**What are we looking for? Someone who has**
- Experience in similar Assisted Channel roles / spaces - including the setup and roll out of Chat/ Bots / call centre technology platforms
- Drive business outcomes as well as improving the customer and employee experiences
- Experience with leading, coaching and developing high performing teams.
- Demonstrated cross functional stakeholder management experience
- Demonstrated leadership experience coupled with a strong coaching and development mindset.
- Has mastery expertise in the fundamentals of at least one core pillar of CJE i.e. digital, marketing, product management, and process or channel optimisation.

**About Us**

At ING, we want to make life simpler and more worthwhile - for everyone who banks with us, for the people who work with us, and the community at large, too.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive - it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered.

We are all about celebrating success and as a result we are proud to be a WGEA Employer of Choice for Gender Equality and a certified Family Inclusive workplace.

Sound like the kind of place you’d feel at home? We’d love to hear from you.

(One last thing, ING operates a direct talent sourcing model. So no agency introductions, please.)

**Before you apply