Head of Customer Value Management @ ING Bank

Discover ING Bank

ING believes in a world where everyone has the right to grow and progress in their own way. We express this in our global brand tagline, “do your thing”. Perhaps more than in any other large company, we extend our belief in the power of autonomy to our own people. But there’s a catch. In return for great freedom, we expect people to do great things for our customers, our stakeholders, and ING at large.

To work here is to be surrounded by people who are energetic, ambitious, friendly and respectful: talented specialists who take responsibility and autonomy to make great things happen.  We stay curious, thrive on change, and seek new and better ways to make it happen. Active in Romania for more than 25 years, ING Bank pioneered and challenged the local banking industry. Technology and innovation are at the core of what we do, making our products relevant for our customers’ lives and businesses. In the 2020 KPMG Report on Excellence in Client Experience, ING Bank Romania ranked first in customer experience.

Currently, ING is the 4th bank in the local markets, based on assets and is a universal bank with 1,6 million clients from three business segments: individual clients (Retail), SMEs and Mid-Corporate clients and Wholesale Banking.

Mission

To drive measurable customer and business value creation by collaborating closely with Tribes to identify, develop and execute initiatives that support their P&L responsibilities while ensuring balanced and sustainable growth of the PI segment in terms of profitability, balances and efficiency.

The Head of CVM should understand the short- and long-term strategic challenges and opportunities and act as a tactics’ orchestrator across Tribes and other stakeholders.

The Head of CVM acts as the bridge between customer insights, product capabilities and commercial outcomes, translating data and analytics into actionable opportunities that increase revenue, optimize customer lifetime value and improve engagement.

This role also ensures that CVM resources and initiatives are directed to Tribes, channels and overall, PI business line successful performance.  

Coordinates a team of Customer Value Managers assigned to the various Tribes and channels to translate the bank's objectives into a compelling plan for each Tribe / channel, our clients and for PI business line as a whole.

Your day to day

• Aligns strategic priorities with financial planning, ensuring optimal products and channels mix through close collaboration with PI Management, Data analytics, Tech, Operations & Finance teams.
• Acts as Head of Pricing (and Pricing governance), represents local team in pricing communities. The role is responsible for Pricing strategy, to promote mindset within teams, sharing results and identifying best practices, liaising with all stakeholders to ensure liquidity and risk parameters are always observed
• Brings in market intelligence, connects trends, competitor activities and emerging opportunities; provides educated advice and support to the PI Management team to enable strategy execution & tactical decision making
• Communication: coordinates and assists the Head of PI with the preparation of strategy presentations for Headquarters Management and others and also to create engagement around the PI vision.
• Acts as business representative for important stakeholders (Finance, Treasury, Market Risk etc.), providing valuable inputs to sustain Bank strategic goals
• Scenario simulations in different market forecasts in jointly efforts with relevant stakeholders (Finance, Treasury, MRM), to deliver expected growth and profitability levels
• Coordination: coordinates through their team the PI management meeting (RBMC) ensuring the preparation of the management meetings and agenda, the creation & monitoring of action plans, advising, and acting as a sounding board for the Head of PI and breaking down barriers between Tribes.
• Team Management: manages a team of  Customer Value Managers assigned to business teams across various tribes and channels, motivates their team to provide high quality analysis and initiatives to support PI value growth, to help make better business decisions and ensures constant development of their skills, plans and controls an efficient organization and resource allocation (people, budgets) in order to achieve the objectives, ensures new team members recruitment & onboarding, sets individual objectives, monitors, coordinates and evaluates the performance of direct reports and manages poor performance.

What you bring to the team

• University / Postgraduate (master’s degree).
• Min 15 years’ general work experience in the financial industry.
• Min 8 years’ experience with strategy design and implementation in banking.
• Min 8 years’ experience in managing a team.
• Proven track record of commercial performance in the financial sector
• Deep knowledge of how budgeting, liquidity and funding work.
• Able to push forward in difficult circumstances, eliminate obstacles that affect organizational performance, get results that have a clear, positive, and direct impact on business performance.
• Able to build relationships with the Management team to act as their natural sparring partner.
• Experienced in leading teams of senior product experts.
• Deep knowledge of how the changes in macro-economic, competitive, and regulatory environments drive bank performance.
• Communication: inspirational communication style & storytelling aimed at engaging teams to do their best, managing multiple stakeholders.
• A self-starter, able to manage stakeholders at all levels without having hierarchical authority.
• Applying knowledge of business and the marketplace to advance the Pi Banking as well as organization's goals.
• Cultivating innovation, customer focus, interest in understanding market trends and opportunities.
• Drives engagement creates a climate that makes work gratifying and enjoyable, ensures that people in the organization feel their contributions are valued, energizes the organization by clarifying the broader purpose and importance of the work.
• Self-awareness: shares personal lessons to benefit others in the organization, is mindful of the impact own leadership style has on people and groups, actively asks and acts on feedback; leverages personal strengths and addresses limitations.
• International experience would be an advantage.

What we offer

• Impactful work in a fun and collaborative environment
• Open-concept offices designed for both teamwork and relaxation
• Corporate events and social gatherings
• Hybrid way of working with flexible working schedule and short week options
• Monthly budget on Benefit platform
• Extra annual leave days depending on the total length of working experience
• Growth opportunities through upskilling/ reskilling programs and a variety of learning and development platforms: ING Learning Centre, Udemy, Bookster, as well as through training and certifications
• Possibility to access Internal roles, International Short-Term Assignments or Long-Term Assignments
• Context to make an impact through Sustainability and Corporate Social Responsibility projects.