Responsabile dei Processi di Lead to Cash e Customer in Life

5 giorni fa

Milano, Lombardia, Italia ING A tempo pieno
Descrizione del Lavoro

Il nostro team di ING è alla ricerca di un professionista esperto per ricoprire il ruolo di Daily Banking Operations Technical Leader. Questa posizione è ideale per chi è interessato a lavorare in un ambiente dinamico e innovativo, dove la tecnologia e la gestione dei processi sono fondamentali per il successo della nostra azienda.

Responsabilità Principali
  • Collaborare con le Linee di Business per garantire la tempestiva risoluzione di problematiche segnalate dalla clientela.
  • Monitorare i flussi produttivi e creare report per garantire il controllo dei processi.
  • Fornire report sulle attività gestite internamente e dai fornitori.
  • Fungere da punto di contatto per i contronti del Team e degli altri Uffici.
  • Intrattenere rapporti di reciproca collaborazione con i fornitori.
  • Intervenire in ambito di revisione dei processi e attività operative per migliorarne l'efficacia, l'efficienza e limitarne i rischi.
  • Verificare la documentazione pervenuta e gestire le pratiche dei clienti per completare i processi di Lead to Cash dei prodotti in scope.
  • Garantire la tempestiva gestione delle documentazione ricevuta tramite posta, mail e fax per coadiuvare nella risoluzione di problematiche segnalate dalla clientela.
  • Gestire le Service Request e le code di filenet relative alle richieste dei clienti sia in fase di onboarding sia di post vendita.
  • Supportare nella regolarizzazione delle anagrafiche della clientela in conformità alle regole di adeguata verifica.
  • Mettere in atto tutte le procedure di controllo previste dai processi interni sulla documentazione gestita.
  • Gestire tutte le attività collaterali previste dalla normativa vigente o da procedure interne per il perfezionamento delle pratiche.
  • Gestire e collaborare con le aree della banca per risolvere in maniera efficiente le problematiche sul cliente.
  • Gestire gli ingaggi ricevuti dall'ufficio Reclami secondo le tempistiche concordate e supportare lo stesso negli approfondimenti necessari anche al fine di migliorare i processi operativi.
  • Aggiornare in autonomia i manuali operativi e le procedure dell'Area.
  • Contribuire all'aggiornamento della reportistica di Area.
  • Essere parte attiva nel contribuire al miglioramento dei processi in ottica di customer experience, cost reduction e contenimento dei rischi.
  • Cooperare per l'attività di censimento anagrafiche relative alle persone giuridiche/fisiche gestite da ING Bank Wholesales e ING Lease.
  • Supportare gli Outsourcers di Area in ogni contesto venga richiesto dai processi interni o da soppravvenute esigenze operative.
  • Contribuire alla gestione dei fornitori verificando il corretto rispetto dei contratti e dei termini dei livelli di servizio.
  • Supportare i Dipartimenti tecnici e di Business nell'analisi di anomalie legate ai flussi produttivi.
  • Segnalare eventuali Incident e gestirli secondo le policies aziendali.
Requisiti e Competenze
  • Laurea o diploma di scuola media superiore.
  • Spiccata attitudine al lavoro di squadra e alle relazioni interpersonali.
  • Persona precisa, curiosa e con un forte orientamento al risultato.
  • Capacità di analisi, competenze nella comunicazione scritta, capacità di pianificazione delle attività, problem solving, capacità di organizzazione e autonomia.
Informazioni sulla Posizione

La posizione è disponibile a Milano e richiede una durata di Maternity Leave.

Se sei interessato a lavorare in un ambiente dinamico e innovativo, dove la tecnologia e la gestione dei processi sono fondamentali per il successo della nostra azienda, non esitare a candidarti per questo ruolo.

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