Robert S. Email & Phone Number

Almere, Fl, Nl

Amsterdam, Noord-Holland, Nederland

As Product Area Lead (a.i.) I have taken on the end responsibility for the NL Assisted Channels area, which contains approximately 70 FTE (Business and IT) across 10 squads, led by 2 Product Leads.Objectives:Manage and improve the Assisted Channels platform for all 10.000 client-facing employees in ING NL. This includes our call- and chat channels (TWILIO), (GenAI) chatbot, CRM and in-house customer sales and service platform IRIS. My current priorities are:- chatbot performance - reduce human contact volumes while improving CSAT- CRM - enhance capabilities to better cater to the needs of our advisory sales teams (Private Banking, Business Banking, Investments- and Mortgage advisors)- IT reliability - availability and performance of E2E journeys available on our platformTo achieve these objectives I focus on building effective intradepartmental relationships and alignments with senior stakeholders while improving area performance through more autonomy.

Amsterdam Zuidoost, Noord-Holland, Nederland

As Product Lead Assisted Channels NL I am responsible for IRIS, ING's in-house customer sales and service platform IRIS for all 10.000 client-facing employees in ING NL. Objectives:Manage and improve the IRIS platform and some of its main components. In this role I lead 6 teams (approximately 50FTE), co-located in Amsterdam and Bangalore, India. My main priorities are:- streamline the IT landscape - decommission and/or upgrade legacy IT components in order to free up capacity for strategic IRIS platform enhancements- improve IRIS platform reliability and employee user satisfaction- developing and scaling Plan Ahead, an omnichannel goal-based financial planning tool to help customers make better long-term financial decisions through objective data-driven insightsTo achieve these objectives I focus on growing the product team's performance, improving IRIS incident management and effective stakeholder collaboration.

Amsterdam-Zuidoost, North Holland, Netherlands

Objectives:Build an AGILE x-border tribe (Belgium and the Netherlands) and deliver new target applications for customer-facing employees in BE and NL in order to simplify and modernize the application landscape, lower total cost and improve the user experience.Achievements:As a senior Chapter Lead I was responsible for managing and developing 10 customer journey experts/ product owners, mentoring of other Chapter Leads and contributing to the bank-wide CX transformation for ING BE and NL.As a Cluster Product Owner I set the vision, created stakeholder support and led the delivery of Plan Ahead, an omnichannel goal-based financial planning tool to help customers make better long-term financial decisions through objective data-driven insights.Results:- Assisted Channels NL consistently ranked top 3 in ING on both Organizational Health and CX maturity, sparking the interest of HR to better understand our best practices- five of my chapter members advanced into Product Lead positions, within and outside Assisted Channels- as part of the X-tribe CX transformation team we won the "Best CX team" award in the Customer Centricity world series as well as a "Highly recommended" mention on "Best CX strategy"- Plan Ahead is now live in 2 countries and used by investment advisors/bankers and their clients (mobile and web). It is fully integrated in ING’s global target channel platforms and ready for further scaling

Amsterdam

Objectives:Build an AGILE tribe together with the Tribe Lead and other Chapter Leads around autonomous squads with strong mastery & purpose. Manage commercial (affluent) segment (mortgage, savings, and investments) and product sales responsibility with >30% reduction in FTE.Achievements:As Chapter Lead I was responsible for managing and coaching 7 customer journey experts/product owners, the development of Human Channels expertise within the tribe and contributing to strategic change programs. E.g.- together with BCG I developed the operational capacity model used to optimize the new advisory channels footprint (e.g. number of FTEs, job types, training needs and job levels)- I initiated the concept and delivery of “Ons Gesprek”, an IT application supporting advisors to prepare, execute, and follow-up on meetings in a more customer centric way while improving sales effectiveness- I led PMI (post merger integration) workstreams to inventorize gaps between the IT landscape for customer-facing employees in ING Belgium and the Netherlands and translate that to requirements and design of the new to be developed x-border target landscapeResults:- Advice and Affluent consistently ranked top-3 on employee engagement, while meeting commercial growth targets and doing this with >30% less FTE than before- the new advisory channels footprint was successfully defined and used to reorganize the sales channels- a new x-border Assisted Channels tribe was founded to implement the target vision as defined in the PMI work streams

Amsterdam

Objective: In my role as Manager Category Management my goal was to increase the added value of ING's Dutch branch network in terms of local visibility, customer experience, product and (advisory) product sales.Achievements: - setting up a local marketing offering to help local branches increase their visibility towards customers and facilitate local financial information evenings, where local customers are invited to the branch to engage with ING advisors about their personal finances. Amounting to 500+ events per year- implementation of various initiatives to improve local cooperation between different sales departments (including Private Banking, Personal Banking and Mortgages) in order to improve overall sales effectiveness and customer experience- implementation of structural training program to improve branch advisor knowledge and (sales) capabilities for both the private consumer market as well as small-and-medium enterprises- implementation of a sales effectiveness program to help branch advisors improve their sales effectives through improved offering relevanceResults: - product sales (current- and savings accounts) and leads (Mortgages, Personal/Private Banking) grew year by year- net promotor score of customer visiting Branches improved from below 0 to >+10- the team’s ‘Sustainable Engagement Score’ (ING measure of employee engagement, enablement, and energy) improved from 67% in 2012 to 86% in 2014 (+11 above 2014 benchmark)

Amsterdam

Objectives:In my role as Principal marketeer I focused on the growth of ING's Private Insurance sales, both property & casualty and Life Insurance.I Led 3 team-members as managing team member and helped to manage the transition from an ING department to a Nationale Nederlanden department.Results:- 2010 sales targets were met (double-digit growth), breaking previous years' trend of declining sales- newly staffed NN department within ING HQ which currently still manages the distribution of NN insurance products through ING channels

Amsterdam

Objectives:Our goal was to successfully launch ING's first car insurance in the Dutch market, create and develop lead generation for ING's newly created Pensions Advice (sales) department and increase overall sales of property & casualty insurance products through ING's sales channels.Achievements:- expanding sales channels from ing.nl and ing callcentre-only to include ING's Branch network and external online lead sources (among which Independer.nl)- introduction of a Pensions Advice proposition and generation of leads for ING's new Pensions Advice departmentResults:- sales of >2.000 car insurance policies per month- lead-to-deal Pensions Advice % from <10% to ~15% in close collaboration with Pensions Advice department

Amsterdam

As management trainee I had various assignments in the field of marketing, i.a. the development and commercial launch (including mass media campaign) of ING's first car insurance product in collaboration with Nationale Nederlanden and with support of a senior product manager.