Job Description
If (candidate) Black Belt at ING initiate and realize from the expert department Change, Consulting & Coaching improvements in end-to-end customer processes and you have so direct influence on customer satisfaction. You have a crucial consultantrol in providing the best performance to our customers; the right service, fast and error-free. Here you will work closely with (experienced) Blackbelts colleagues, but also with other departments within ING.
Your job is wide and varied. To your main duties include:
Conducting projects involving your stakeholders from other departments and colleagues Blackbelts guides with expertise in process improvement and change management.
Coaching projects in the line of conduct and effective decision-making based on facts which assures you lasting results.
Leading operational teams by a change that aims to send facts and continuous improvement.
Coaching line managers to persevere this independently. While you focus on both the soft aspects (behavior and communication) as hard aspects (use of data and tools).
In your role acting as a consultant at all levels within the organization; operational staff to management. To create support in the change processes is made maximum appeal to your interpersonal and coaching skills. In addition, strong analytical skills and numerical insight required to make the appropriate structure problems, conduct analyzes and to select the correct root causes and solutions.
achieve concrete results
If (candidate) Black Belt will work in process improvement projects that achieve tangible results is always paramount. The average duration of this process improvement is 3 to 6 months. Some examples of process improvement where Blackbelts have been working on and which customers benefit daily:
Reduction of time of a mortgage. Within 5 days of feedback, but within 4 hours.
Shortening times for Payment Operations in which all customer requests are still being processed the same day.
Improve the arrears management processes by making mortgages 50% fewer people incur arrears.
Improving the bereaved process, where 80% of our customers evaluate this process with a 7 or higher.
To achieve the above, we make, in addition to Lean Six Sigma, also using the methods and techniques such as Sales Funnel Excellence, Operational Management, Design for Six Sigma, data mining, discrete event simulation and customer choice research.