STA - Supercircle Lead Collections

Do you want to join us in our mission to help 1 mil. customers to become financially healthy? Are you obsessed with customers and want to shape our service to help customers with financial difficulties? Are you passionate about making a positive impact on future generations by leveraging your expertise in customer service, operational management & leadership within the financial sector? Then this might be the job for you, as we are looking for an enthusiastic colleague to become the a.i. Supercircle Lead of Collections NL to replace the current Supercircle Lead from May 1st until December 31st 2026.

Your work environment

‘’We make the difference by being your partner in times of potential financial difficulties and we ensure no customers get into arrears’’

Our ambition is to help customers facing financial difficulties in a sustainable and effective way. This means we focus on a customer-centric approach, emphasizing on prevention, self-service if possible and personal guidance where needed, and boosting sustainable recovery. We aim to be an organization that responds flexibly to changes in legislation, technology, and customer needs, while supporting employees with the right tools, process improvements, knowledge, and structure.

As interim Supercircle Lead Collections NL, you will not only drive our vision and strategy but also guide the team through the aftermath of our reorganization. This means bringing focus back to operational excellence, tackling backlogs across teams, and managing the transfer of part of our organization to our external sourcing partner as of Q3. You’ll ensure that recent changes in organizational structure and new Way of Work delivers impact, new implementations stick and our outsourcing strategy is implemented. We’re looking for someone who thrives on challenges, rolls up their sleeves, and brings energy to creating stability and progress in a dynamic environment.

Super Circle Structure

Per the 1st of December 2025, we have implemented our RFA and the Supercircle Collections now has  85 fte’s and the LT consists of 3 Circle leads and an Expert Lead. As Supercircle lead you will be part of your own Supercircle LT but also part of the Tribe Collections LT.

What will you do as Supercircle Lead Collections?

You are responsible for the performance, the people, and translation and implementation of the Collections vision and strategy of the whole Supercircle. You set the priorities and goals for your leads and help them in achieving these. These goals will be focused around the “run” side of the CLT’s (both Call, back office & expert teams), as well as the change side to execute our strategy.

This is not a typical leadership role. The Supercircle has recently gone through a big reorganization, which means we are looking for someone who can guide the teams through this transition with confidence and clarity. You will bring focus to operational management while ensuring that the benefits of the reorganization are realized and our employees enjoy working for Collections and with each other.

You are an inspiring motivator who, with your own style and fresh perspective, knows how to move and connect with your leads, members and the tribe colleagues. Furthermore, you know how to convey our corporate culture (Orange Code) and lead by example.

You have a passion for customer experience and know better than anyone what the drivers are and how to act. You work with and acknowledge the power of data. Therefore, you know the numbers, can explain them and understand which buttons have to be pushed to improve performance. You act on this with the aim of being predictable, offering excellence customer service and staying in control.

Lastly, you have an eye for improvement potential and continuously look for opportunities to improve your supercircle. You are enthusiastic about things that go well, but even more about identifying improvements and taking this on to continuously improve for our customers, members & ING.

What does this role require of you?

• Experience in leading customer service teams
• Experience in setting up and implementing large transformation projects
• Stakeholder management – you know how to communicate and get things done at all levels in the organization
• You have a ‘take it on and make it happen’ attitude
• Analytical, data driven; you steer on data, facts and output. You also know how to use this data to make concrete improvements to improve customer experience and effectiveness;
• You are service-oriented and commercially oriented;
• You coach leads in their development and craftsmanship;
• Together we achieve more; you see giving and receiving constructive feedback as important conditions for good cooperation. You look wider than your own department, actively share your expertise and help colleagues from other departments to be successful;
• You are the example and promoter of the Orange Code;
• And of course, you take a satisfied customer, in everything you do, as a starting point.

What do we ask

• Our teams all work in Dutch, therefore fluency in Dutch is mandatory. Excellent command of English language is also needed
• A WO diploma
• Experience with operational management and managing managers
• Knowledge of (banking) processes, tooling and service concepts
• Strong analytical skills and numerical insight, result-oriented and with an eye for improvement potential;
• Experience in supervising and realizing changes, both on the human and on the substantive aspect
• As the Supercircle is located in both Amsterdam and Leeuwarden, we expect you to be at both locations every week.

What do we offer you?

• A position in which you are challenged on strategical, tactical and operational level
• A dynamic environment with enthusiastic colleagues who want to make a difference
• A 36 or 40-hour work week
• An excellent benefits package
• The position is in the Netherlands and based in Amsterdam and Leeuwarden.
• We offer a combination of working in the office and remote from home

Want to know more or apply?

Do you recognize yourself in this profile and are you excited about this vacancy? Then apply now!  If you have any questions about this position, please contact Iris Follender Grossfeld – Tribe Lead Collections. We look forward to meeting you!