Segment Coordinator Business Banking Kyc Operations

Il y a 2 mois

Brussels, Belgique ING Temps plein

**Segment Coordinator Business Banking**:
**KYC Operations - Belgium**:
**Technical data function****:
**[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**:Yes/** No.]**
**[PCP Function**:Certificate Law Cauwenberghs/ Law Willens/ Law Vande Lanotte**.]**
**[Representation costs**:Yes**/No]**

**Your role & work environment****:
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.

**Your key responsibilities**:
**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

**We look for****:
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

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