Operations Specialist First Line Support

Operations Specialist – 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.