Chapter Lead

At ING Australia, you’ll have the chance to build a career as unique as you are, with the global scale, inclusive culture, and technology to become the best version of you. And we are counting on your unique voice and perspective to help ING Australia become even better.

We are seeking a **Chapter Lead** to lead our **Assisted Channels** team to help define and drive the roadmap of the Call Centre Modernisation strategy. This critical role includes delivering the foundational technology capability and features such as voice, chat / chat bot and integration with the App experience and CRM capabilities. To be successful you’ll understand the needs of the business by meeting and gathering requirements, be clear on the technical possibilities, translate the requirements into proposed solutions and drive from inception through to development, launch & support.

As a **Chapter Lead** **Assisted Channels**, you’ll drive the **Call Centre Modernisation** program of work, where you’ll be 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 the lead in improving their craftmanship by having continuous performance and career conversations and focusing on team development and be part of the Digital Leadership team which has an important focus on Tribe culture, NPS and embedding thought leadership in the team.

Ready to make an impact?

**What you’ll do**
- Drive the technology, employee and customer experience roadmap of our transformation program
- Work with stakeholders to shape and implement the bank’s omnichannel strategy, ensuring team activities align with strategic goals.
- Coach, develop, and manage team members to help customers stay ahead in life and business.
- Lead continuous performance and career conversations, focusing on team development.
- Participate in the Digital Leadership team, emphasizing Tribe culture, NPS, and thought leadership.
- Build and manage relationships with stakeholders in Amsterdam, coordinating integrated roadmaps from local and global perspectives.
- Support squads as needed, including acting as a Customer Journey Expert and Central Product Owner for cross-squad projects.
- Coordinate and execute the Tribe Engagement Plan to maintain a strong, connected culture.
- Lead the Quarterly Business Review submission on behalf of the Tribe.
- Oversee the end-to-end delivery of critical programs, ensuring on-time and on-budget project completion.
- Report to the Tribe Lead and contribute to the Tribe's leadership team.

**What we’re looking for**
- Bachelor’s degree or higher in Digital, Product Development, Customer Experience, or Technology disciplines
- Experience with migrating from a legacy system to a new system/platform
- Experience working within an Assisted Channel - either in the Contact Centre or CRM development or tech upgrade and employee experience upgrade environment
- Demonstrated leadership experience with a strong coaching and development mindset
- Excellent organisational skills with exceptional analytical skills, making data-driven decisions
- Extensive experience as a Product Owner, delivering customer experience and digital initiatives and with the ability to bring this experience and uplift your team capability
- Experience in Assisted Channel roles, including call centre technology
- Experience in setting up and rolling out Chat/Bot capabilities (technology & business processes)
- Demonstrated cross-functional stakeholder management and leadership experience
- Proactive, thrives in an agile, fast-paced environment with a customer-focused lens
- Confident with senior stakeholders, able to influence and facilitate cross-functional partnerships
- Comfortable managing change and leading others through change processes
- Results-oriented, focused on driving practical solutions that benefit customers

**What’s in it for you**?
- Discounted ING Health Insurance
- An additional Rest Day to support your wellbeing
- An IMPACT day to volunteer on an approved sustainability activity

**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 Gende