Super Circle Lead KYC Retail

• You are responsible for all KYC Operations for Retail ING Belgium. These operations take place in Belgium, the Philippines and Slovakia, offering a variety of different operational centers together with the Global ING teams.

• You collaborate closely with the Segment Coordinators reporting to you, the Head of KYC Operations Business Banking, the Head of KYC Delivery, as well as the customer segments, the quality teams and relevant Global teams. You report hierarchically to the Head of KYC Services.

• You set the standards for the KYC Operations area and take responsibility for developing, innovating and safeguarding knowledge to coordinate operations for Know Your Customer.

• You will interpret rules and regulations and manage and support the transformation towards a robust local and global KYC organization by embedding the standardization of processes, operational and customer excellence in a way that it meets both global standards as well as the local regulatory requirements.

• You ensure the execution of change work required to achieve the approved risk appetite and formulated strategy and builds and maintains relationships with authorities. In more practical terms, you build oversight and focus on Time-Driven Review, Event-Driven Review and Onboarding, as well as align with the KYC Delivery colleagues and customer segments on making files data-ready for review.

• You take end-to-end operational responsibility, including data preparation, review teams and exit process. This implies close operational follow-up of the all operational teams in terms of productivity and quality combined with the set-up of strict service management of our offshore activities.

In a nutshell, your key responsibilities include:

Performance & Service Management

• Performance Management: Ensure both quantitative and qualitative targets are met in the review teams, through strict workflow management and focusing on levers that can further enhance productivity
• Service Management: Ensure that the offshored activities are performing in line with target by close follow-up and constant interaction with the local leads
• Quality Management: Ensure that quality levels are met in both onshore and offshore review teams according to Risk Appetite and be on the constant look-out for possibilities for quality improvement.
• Customer Experience: Ensure a frictionless KYC experience for customers, by driving a culture for relevant and empathic customer interactions.
• Drive for results in the end-to-end completion of the review targets by bringing together all involved parties, spot topics that can improve performance, but also engage in solving specific cases where customer experience is at risk
• Ensure the necessary quantitative and qualitative follow-up of targets

Stakeholder management

• Play an active in building strong relationships with the customer segment, the overall KYC organization (Belgium, Group, ING Hubs), Financial Crime Compliance and various experts

Change implementation

• Bringing change from concept to reality in terms of process, team set-up, tooling and way of working for your teams
• Being able to adapt to a changing regulatory environment and changing content requirements by quickly grasping the essence of the change and translate it to the teams in alignment with the KYC experts and your fellow Segment Coordinators
• Signaling pro-actively areas for improvement and work in close collaboration with Delivery Tribe and KYC Operations colleagues to define implementation steps and drive the change

How to succeed

We hire smart people like you for your potential. Our biggest expectation is that you will stay curious. Keep learning. Take on responsibility. In return, we will back you to develop into an even more awesome version of yourself.

As a Head of KYC Operations Retail you will need:

• A master degree or equivalent by experience
• Experience in both hierarchical and functional management of teams
• Strong knowledge of Financial Crime Prevention and willing to further broaden/deepen that knowledge
• Strong understanding of customer experience, backed by experience in function(s) with customer interaction
• Collaborative leadership skills.
• Ability to thrive in a hybrid organizational model combining hierarchical steering of the operations in Belgium, with steering of the offshore activities.
• A no-nonsense drive for results, combined with strong interpersonal skills
• Experience in change implementation

As a Head of KYC Operations Retail you will have the opportunity to invest in your personal and professional growth.

You will be at the forefront of an important part of our banking operations in Belgium and become part of an energetic and result-driven team. Within a constantly changing environment, you will make an impact while you are involved in how we build the future of our KYC Operations. As we believe that content knowledge is a key component of our success, we offer a wide variety of training, including external certification, to ensure your continued growth, without of course forgetting about the training on the job. At KYC we also take your personal development seriously and invest in your personal growth through continuous coaching & feedback.

The team

The Head of KYC Operations Retail is a member of the leadership team of KYC Services in Belgium and thus plays a pivotal role in both their own area of responsibility but also contributes actively to the overall performance and change management of KYC Operations. Given the Global focus in KYC, active stakeholder management in both the broad Belgian organization as well as within the Global KYC organization will contribute to your success. In turn, this brings quite good visibility in the ING realm both globally and locally.