Team Lead Customers & Markets

The team

The C&M team takes a lead role in conduct related strategy development and risk management in the customer protection area and in relation to the market activities ING assumes as a key financial player. In particular the C&M team deals with risks where ING:

• develops a product or service that does not meet the expectations of our customers

• distributes a product through an inappropriate channel or network

• does not perform a robust suitability analysis taking into account client profile and circumstances

• does not provide appropriate access to its services for all customers taking into account their particular needs

• does not take into account the particular vulnerability risks presented by different groups of customers for different products or services

• does not carry out its duty of care during the lifecycle of a product or service

• sets unreasonable post sale barriers for changing, canceling the product/service or defines non-transparent complaint processes

• does not carry out its reporting obligations in a timely fashion

• does not fulfil its market obligations to carry out surveillance and therefore prevent / catch market abuse.

• is a contributor to benchmark setting and has appropriate guidance in place

• does not timely incorporate changing regulatory requirements reflecting societal or regulatory objectives.

The C&M team consist of 9 Full Time Employees in addition to the lead role (approximately 5FTE Customers, 2FTE Markets, 2FTE oversight).  As lead for C&M, you will work closely with and report to the Head of CC&E. You are a member of the CC&E Management Team.

Roles and responsibilities

As a Lead Customers & Markets

• You set and drive forward an engaging mission, vision, and work plan for the C&M team, capturing Compliance Next strategic direction as well as future possibilities in the conduct compliance area and organization.

• You determine the objectives at ING, team and individual level; You motivate the team, local conduct teams and the organization to commit to these activities.

• You ensure the roll-out and updating of effective policies, assume the advisory role with constructive, feasible and reflective advice, provide for waivers and deviations while continuously reflecting on further process improvement and leniency, act as an escalation point where needed;

• You evaluate policies and business processes that are in the scope of the C&M team and identify and drive efficiency and effectiveness gains.

• You design, build and steer a C&M global community to share knowledge and implement from Global to Local sustainable C&M Policy standards in all business units.

• You pro-actively manage your C&M stakeholders in all areas and levels of the ING organization, communicate effectively on the team’s activities, seek input and learn from stakeholders to advance the C&M activities.

• While putting use of data as a priority, you design dashboards and other monitoring tools, optimize data sources and data quality, identify data improvements and data driven opportunities  for the Customer and Market area; You propose and advice on the ING Compliance Risk Appetite Statement for C&M area.

• You are responsible for maturing your employees to represent an Expert Centre on the compliance risks in your area and are fostering the same for local conduct teams, familiar with strengths and capabilities of local teams. You identify the capabilities needed for the C&M area and prioritize development activities. You build and promote capabilities in the organization through mentoring and other methods.

• You empower, steer, strategize and develop the C&M team including all related activities, e.g. HR related activities and performance management.

• You will assist the Head of CC&E in leading the key support activities across all of the local Conduct teams and at group level, such as Planning and Budgeting, Functional Line Support and business support overall; You will be part of the CC&E Management Team bringing a transversal vision of all compliance conduct risks.

• You establish, develop and maintain an internal/external, international/domestic network in order to promote ING's interest and to increase his/her own professionalism.

How to succeed

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

As a Lead in Customers & Markets you have the following traits and experience

• You have great organizational skills, know how to steer and drive change, teams and move towards results.

• You are a seasoned risk manager, familiar with ensuring maturing of control frameworks.

• You have a solid and practical knowledge of customer protection and market regulation by implementing regulations such as MiFID, Market Abuse at either at a business or support function;

• You have an excellent understanding of client processes, products, services and clients’ needs across ING, its business lines and organizational units.

• You have a strong network within all levels of Compliance (Group, Business Segment and Country level) as well as with stakeholders such as WB/Retail.

• Your familiarity with both Conduct risk and data (including data architecture and data processes) allows you to identify data improvements and opportunities for the Conduct and Market area;

• You communicate your views clearly and strongly to constructively challenge all seniority levels at Group, Segment and local level.

• You have minimal 10 years of experience in financial or non-financial risk management activities such as conducting risk (self) assessments, key control testing; working with risk frameworks, issue management, financial or non-financial risk reporting.

• You are able to set and drive forward an engaging mission, vision and work plan for the C&M team, capturing Compliance Next strategic direction as well as future possibilities in the conduct compliance area and organization.

• You are able to work in a highly complex and challenging environment, both change and BAU, while identifying actions needed to achieve results. You are able to emphasizes the importance of results or create a sense of urgency, empowering staff to realize the same or providing encouragement where needed. You adjust or take corrective actions in case of non-performance.

• You are well-regarded by your stakeholders, communicate clearly on the team’s activities and progress, and consistently seek input and learn from your stakeholders to make your and the team’s activities better.

• You have outstanding ethical behavior and place the creation of a trusting and safe working environment at the top of your agenda. You promote a supportive environment for your team and local conduct teams to grow and perform. You celebrate successes and learn from your actions.

• You have a practical mind and propose potential solutions when problems arise.

• You adhere to the ING values making your behaviour fully aligned with our values. You have taken (or are prepared to take) the Banker's Oath

Rewards and benefits

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm 

The benefits of working with us at ING include:

•  A salary tailored to your qualities and experience 

• 24-27 vacation days depending on contract

• Pension scheme

• 13th month salary

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• 8% Holiday payment

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

Please note, multiple interview steps involving various business stakeholders will be part of the selection process.