Internship Kyc

**KYC Operations - KYC Connect QR**

**[Know Your Customer (=KYC) Customer Loyalty Team (=CLT) Member Specialist - Brussels]**

**Your role & work environment**
- In paragraph 1, provide a brief description of the general purpose of the position: i.e. why does the job exist and what is the job to accomplish (max. 2 lines)._ _In paragraph 2, give a short description of the team and department (max. 2 lines). Write in the second person (you)._

Your role and work environment The KYC Center is the new environment where all KYC customer requests, and customer contacts are handled end-to-end by self-organizing Customer Loyalty Teams.

The purpose of the KYC Center is to keep ING Belgium´s business safe and compliant with local and international regulations, while keeping a focus on the easiness and transparency for the client (internal and external). The main focus of expertise will be on the required KYC screenings to ensure all client records are compliant with regulatory standards and will ensure high quality and timely completion of all client-level due diligence requirements.

You are part of the leadership team of the KYC Center Private Banking, which is part of the KYC Center within the Tribe KYC and the COO domain.

A Circle lead KYC Legal Entities is responsible for
- the execution of the FEC/CDD policy for Private Banking in the zone (FEC = Financial Economic Crime/ CDD = Customer Due Diligence “Know your Customer”) by
- Upholding the quality of the output of the teams in order to remain a safe and compliant bank
- Ensuring a timely delivery of the KYC reviews
- The execution of all KYC processes and the risk evaluation of the client portfolio. Potential add-ons such as (but not limited to) FATCA/CRS (fiscal regulation) are included.

The KYC Circle lead strives for Operational Excellence and is constantly looking for opportunities to robotize, automate and digitalize KYC processes.

The circle is predominantly a Relationship Model driven segment where
- The KYC Lead is also involved in direct client contacts to solve most complex issues
- The KYC Lead is guardian of not only the content but also the commercial drive and ethic of his teams.
- You engage with colleagues of the 2nd line to solve most complex KYC issues.

As a Circle Lead you will assume final responsibility for a number of self-organizing teams (Customer Loyalty Teams; “CLTs”). You lead a team in a dynamic environment in which change is a constant factor and will collaborate with stakeholders in the E2E process.

This means that you will be responsible for facilitating, supporting and motivating these teams. The ultimate goal is ensure the operational management of the teams to ensure compliancy of our customer base and customer satisfaction. We want to ensure that every customer is impressed by our high level of service.

**Your key responsibilities**
- List the primary job responsibilities (max. 3) in order of importance, specifying duties & tasks (max. 3) for each. Provide examples of the expected behaviour. Make use of headings that differentiate between the different aspects/areas of responsibilities. Write clear, easy and to the point and use the imperative or the infinitive of the verb to describe the responsibilities (avoid business jargon and abbreviations)._

**Operational control and leadership**
- You bear final responsibility for enhancing customer satisfaction and the operational control of your teams. Your primary focus in this will be on output (Quality, SLA, NPS, etc.) and data, and you will give your teams all the autonomy they need to independently perform to the very best of their abilities.
- You coach your teams on quality (proactive attitude, customer solutions, empathic excellence) and on expertise (process, technical skills and content) and assess the performance of the CLT members in your capacity of direct superior.
- You contribute to achieving operational and commercial goals.
- You safeguard the personal development of CLT members by drawing up a development plan together with them and defining concrete actions in this.

**Ambassador of the new service-oriented culture;**
- You are easy to approach and inspire those around you and regularly roll up your shirt sleeves on the work floor to maintain a connection with the activities and with customers and safeguard your substantive knowledge.
- You take up an active role in the realization of the cultural mind shift by leading your Circle members in the cultural transition, always communicating clearly and giving the company's culture a concrete identity.
- You help your teams and members to familiarize themselves with the way of working and make every effort to safeguard a pleasant working environment.

**Continuous improvement**
- You encourage your Customer Loyalty Teams to retain a clear focus on which customer and other processes can be improved, jointly with the Tribe.
- You encourage and coach your Customer Loyalty Teams for the purpose of stream