About this role
Operations Associate – First Line Support Tribe Management Accounting & Cost Management | COO Finance
Background
ING Hubs Philippines (ING Hubs PH) is part of ING’s global organization, delivering services to multiple business units worldwide for both Wholesale and Retail Banking. At ING, our purpose is to empower people to stay a step ahead in life and business. We believe sustainable progress is driven by people with imagination and determination to create a better future.
Job Overview
As an Operations Associate – First Line Support, you will join the Management Accounting domain within the Tribe Management Accounting & Cost Management of COO Finance. This role is pivotal in ensuring smooth operations and timely resolution of issues. In addition to providing first-line support, you will take on supervisory responsibilities, guiding and coaching peers and junior team members, and acting as the Subject Matter Expert (SME) for the team.
Key Responsibilities
Core Support Duties
Serve as the first point of contact for customers, handling incoming support requests via phone, email, and chat.
Analyze and resolve first-line technical issues promptly.
Escalate complex issues to the appropriate functional counterparts in Amsterdam.
Maintain accurate documentation and reports of support activities.
Contribute to continuous improvement of support processes.
Supervisory & Coaching Responsibilities
Provide guidance, coaching, and mentoring to First Line Support peers, new joiners, and junior team members.
Conduct regular training sessions to enhance technical and process knowledge within the team.
Monitor team performance and ensure adherence to service level agreements (SLAs).
Foster a collaborative and high-performing team culture.
Subject Matter Expert (SME) Responsibilities
Develop deep expertise in the Management Accounting domain and related systems.
Act as the Point of Contact (POC) for complex queries and escalations within the team.
Ensure timely resolution of issues and proper escalation to global counterparts when necessary.
Drive knowledge-sharing initiatives and maintain updated knowledge repositories.
Collaborate with stakeholders to identify process gaps and recommend improvements.
Support implementation of new tools, processes, and best practices within the squad.
Experience & Minimum Qualifications
Completed education with relevant knowledge and skills.
Experience in customer service and/or technical support is a plus.
Strong communication skills with the ability to build relationships with international stakeholders.
Proven ability to lead, coach, and develop team members.
Problem-solving skills and ability to work under pressure.
Advanced knowledge of IT systems and software is an advantage.
Other facts
About ING Hubs Romania
ING Hubs Romania offers 130 services in software development, data management, non-financial risk & compliance, audit, and retail operations to 24 ING units worldwide, with the help of 𝐨𝐯𝐞𝐫 𝟐𝟎𝟎𝟎 𝐡𝐢𝐠𝐡-𝐩𝐞𝐫𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐞𝐧𝐠𝐢𝐧𝐞𝐞𝐫𝐬, 𝐫𝐢𝐬𝐤, 𝐚𝐧𝐝 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥𝐬.
We started out in 2015 as ING’s software development hub, then steadily expanded our range to include more services and competencies. Now we provide borderless services with bank-wide capabilities and 𝐨𝐩𝐞𝐫𝐚𝐭𝐞 𝐟𝐫𝐨𝐦 𝐭𝐰𝐨 𝐥𝐨𝐜𝐚𝐭𝐢𝐨𝐧𝐬: 𝐁𝐮𝐜𝐡𝐚𝐫𝐞𝐬𝐭 𝐚𝐧𝐝 𝐂𝐥𝐮𝐣-𝐍𝐚𝐩𝐨𝐜𝐚.
𝐎𝐮𝐫 𝐭𝐞𝐜𝐡 𝐜𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬 𝐫𝐞𝐦𝐚𝐢𝐧 𝐭𝐡𝐞 𝐜𝐨𝐫𝐞 𝐨𝐟 𝐨𝐮𝐫 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬, with more than 1800 colleagues active in Data Management, Touchpoint Channels & Integration, Core Banking, and Global Products.
We enjoy a flexible way of working and a highly collaborative environment, where fair and constructive feedback is encouraged.
For us, impact isn't a perk. It's the driver of our work. We are guided and rewarded by a shared desire to make the world a better place, one innovative solution at a time. Our colleagues make it their job to do impactful things and they love doing it in good company. Do you?
What you'll do
- The Operations Associate will serve as the first point of contact for customers, handling support requests and resolving technical issues. Additionally, they will provide guidance and coaching to team members while acting as a Subject Matter Expert.
Ready to join ING Hubs Romania?
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