Team Lead Customers & Markets

at  ING

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.

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.

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.

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