Segment Coordinator Business Banking KYC Operations in Brussel

[Work Location, Work address] – Brussels
Possibility of 50 % work from home on the basis of a team agreement

[Function Class] – Lead KYC III – Scale 17

 [Sensitive Function: No.]
[Representation costs: No]

In KYC Operations, the Business Banking segment is supported by two Segment Coordinators. As a Segment Coordinator for Business Banking in KYC Operations, you work closely together with your colleague segment coordinator and together you are the main contact person for all stakeholders. The Business Banking segment comprises Easy, Guided and Relationship customers, serviced for Time-Driven Review, Event-Driven Review and Onboarding, as well as for Data Gathering.

An important part of the review activities is performed in our Hubs locations in Warsaw and Manila, requiring a close operational collaboration with the teams in both Hubs and Belgium.

You take end-to-end operational responsibility, including data preparation and customer outreach tasks, review teams and exit process. This implies strict service management of our offshore review activities, close operational follow-up of the Belgian teams, headed by team leads, combined with a responsibility to ensure data preparation for the reviews. With your natural leadership style, you are able to combine hierarchical steering of the operations in Belgium (supported by the team leads), with steering of the offshore activities.

You perform this multi-faceted role in close collaboration with the customer segment (Business Banking), KYC Operations leadership team and the KYC Tribe, while having regular interactions with other senior leaders. Your end-to-end focus will enable a helicopter view over operations but also close involvement to unblock review files in case of important customer impact. Finally, you will be the driving force to implement change initiatives in your domain, including the necessary stakeholder alignment to make the change successful.

The Segment Coordinator Business Banking is a member of the leadership team of KYC Operations in Belgium and thus plays a pivotal role in both her/his own area of responsibility but also contributes actively to the overall performance and change management of KYC Operations. Given that an important part of the activities is situated in the ING Hubs, building strong links with the relevant Hubs colleagues will also be crucial for success.

Performance & Service Management

• Performance Management: Ensure both quantitative and qualitative targets are met in the review teams, 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 RAS and be on the constant look-out for possibilities for quality improvement.
• 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), FCC/MLRO 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 Tribe and KYC Operations colleagues to define implementation steps and drive the change

A colleague with a talent for taking it on and making it happen, enthusiasm for helping others to be successful and a knack for always being a step ahead. In other words, you strive to bring fresh ideas to life and embrace challenges in a fast changing and complex environment. You are a naturally collaborative person who listens and invests in others to achieve common goals. You love to challenge the status quo and are eager to propose creative solutions to problems.

As a Segment Coordinator Business Banking you will also need:

• A master degree or equivalent by experience
• Experience in both hierarchical and functional management of teams
• Strong knowledge of KYC for Legal Entities and Private Individuals 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
• A no-nonsense drive for results, combined with strong interpersonal skills
• Experience in change implementation

A clear purpose, a unique offer and a range of flexible compensation and other benefits:

• Personal growth & challenging work with endless opportunities to realise your ambitions
• An informal, dynamic environment with innovative colleagues supporting your endeavours
• A progressive and agile way of working, where new ideas are valued ahead of convention

Furthermore, within KYC Operations, you can count on a range of opportunities to invest in your personal and professional growth.

You get the opportunity to 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 Operations, we also take your personal development seriously and invest in your personal growth through continuous coaching & feedback.

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