Retail Operations Knowledge Manager
About the job
The Retail Operations in ING Hubs B.V. Philippine Branch is growing rapidly - delivering back-office processing and contact center services to our retail countries globally. Our ambition is to provide excellent Customer, Partner, and Employee experience while keeping the bank safe and continuously improving on our performance and culture.
We are looking for an experienced knowledge manager that can deliver an awesome learning experience to our Retail Operations team. The Knowledge Manager is the overall in-charge of the Functional Group's Knowledge-related activities and initiatives - from design, implementation, and evaluation - working closely with HR Learning & Talent Development team.
You will be accountable to deliver robust learning programs for new and existing staff to ensure solid product and process knowledge and strong competencies on delivering customer and partner experience.
As business transforms, you are also expected to support management by contributing towards strategy development and implementation, to draw up, implement, guarantee and monitor internal business processes and acts as a linking pin for other business units to enable effective and efficient operation.
If you have
• At least 5 years' experience as a practitioner in Knowledge Management, Training, and Organizational Learning, ideally in Retail Banking or Shared Service operations
• Strong and demonstrable track record of deliver learning programs from strategy and design to execution and validation, that are tied to business strategy
If you can
• Deliver transformational learning programs that results to quantifiable business outcomes, for example - flexible workforce or shift from transaction-based to expertise-based services
• Deliver effective learning programs in a virtual environment or hybrid work modes
• Thrive in complexity - you can succeed despite uncertainty; is highly collaborative, constructive, and results-driven
If you are good at
• Design and change execution of learning and development programs
• Building trust with key partners and stakeholders through collaboration, empathy, and action orientation
If you'd like to work with
• Highly collaborative, agile teams of business leaders, ops analysts, process experts, supporting functions
• Learn from directors and senior managers in one of the most innovative digital banks in the world
If you want to
• Grow exponentially as a learning and development practitioner, in a truly agile and empowering culture
• Work in downtown Makati, the very strategic One Ayala East Tower
• Enjoy competitive compensation and allowance
Please submit a cover letter together with your CV, explaining how your skills and experience fits the critical requirements above and your motivation to pursue this role in ING.