Lead KYC Investigator

at  ING

ABOUT THE POSITION

You will be a true people manager in an agile Financial Crime and Fraud Prevention (FCFP) organisation! This means you will manage 2-3 Customer Loyalty Teams (CLT’s) which consist of 12-24 skilled financial crime fighters. Through your leadership by example, you will contribute not only to a safe banking experience for our customers, but ultimately a safer society as a whole. You will achieve this by effectively utilizing the diverse set of skills and backgrounds within the teams, without applying a top-down mentality. We are looking for a natural born inspirer and motivator whose passion and energy helps to get the best out of his/her colleagues.

YOUR RESPONSIBILITIES WILL INCLUDE: MAINTAINING HIGH LEVEL PERFORMANCE OF YOUR DIRECT REPORTS BY KEEPING UP WITH TRENDS, POLICIES & GUIDELINES AND BY CREATING MEANINGFUL DEVELOPMENT PLANNING. IN ADDITION YOU ARE ALWAYS A STEP AHEAD, BECAUSE YOU HAVE ROBUST OPERATIONAL MANAGEMENT IN PLACE, INCLUDING THOROUGH CAPACITY PLANNING, ADEQUATE FORECASTING AND ADAPTIVE CAPACITY UTILIZATION. YOU WILL ALSO BE THE GO-TO PERSON OF THE TEAM(S) WITH A SERVICE-MINDED APPROACH TOWARDS STAKEHOLDERS. ULTIMATELY, THANKS TO YOUR HANDS-ON MENTALITY AND OWNERSHIP OF THE ROLE, YOUR TEAM WILL CONTINUE TO MATURE AND BE INCREASINGLY SELF-STEERING.

The successful candidate will manage via efficient work allocation, monitoring of work, based on data and facts, and steer pro-actively towards output and continuous improvement. Additionally the successful candidate should be convincing, strong in problem analysis and judgment, creative in solutions and see giving and receiving constructive feedback as important conditions for good cooperation. Altogether, the successful candidate must be able to find the right balance between cost, quality, control and customer satisfaction.

Core responsibilities:

• Continuously enhance the integrated way of working and you coach and support your CLT members on their way to self-steering and self-organising;
• Build a strong-identity within the team(s) that apply their diverse skills and perspectives to achieve common goals;
• Foster collaboration in the team and with other teams. Understand the benefits of collaboration for achieving results and is able to work with others and influence people.
• Facilitate the HR life-cycle (staffing, financial planning, developing, reviewing and evaluating), balancing employee needs with company demands;
• Drive engagement, creating a climate where people are motivated to do their best to help the organization achieve its objectives;
• Understand emotional responses and link self-awareness to action in leading by example and practicing informal influence within the teams and peers;
• Translate the ING strategy to practice - create objectives and actions, create and support management messages, apply policies and develop golden rules within the framework provided (or contribute to their development).
• Know how to have the right people at the right time at the right place, which means anticipating on the attrition via active succession planning in the team and by hiring new staff.
• Understands and consistently applies Step Up Performance Management (planning, coaching, review and appraisals) and has continuous conversations with team members

Also, you are responsible for Operational Management, as you

• Daily coordinate all short-term tasks and activities to be executed in accordance with the Service Level Agreement’s, KPI’s and applicable procedures. The tangible outcomes of the execution will be visible on short-term. Set priorities.
• Produce and support daily plans that quantify how targets and objectives will be achieved.
• Apply data to your decision making (data-driven decisions), for example to forecast and plan capacity, with timely, open and transparent communication;
• Are able to implement change related to your department taking ING Strategy and procedures into account;
• Understand the environment, develop and maintain an internal and external network;
• Act as a business partner to internal and external customers and manage relationships with them, keeping the superior customer experience in mind;
• Manage stakeholders from the chain effectively and be considered a ‘recognised business partner’