CDD Segment Coordinator Wholesale Banking

CDD Segment Coordinator Wholesale Banking

KYC Operations  Luxembourg

Your role & work environment

As a CDD Segment Coordinator for Wholesale Banking, you are the main contact person for all stakeholders for the KYC Operations related to Wholesale Banking customer files. You take end-to-end operational responsibility, including customer outreach, CDD teams and exit process, as well as reporting. This implies strict service management of our onshore and offshore CDD activities (KYC Operations Luxembourg and ING Hubs) combined with a responsibility to ensure data preparation of review. With your natural leadership style, you able to combine hierarchical steering of the KYC Operations teams in Luxembourg, with non-hierarchical steering of the offshore activities in ING Hubs.

You perform this multi-faceted role in close collaboration with the customer segments, KYC Management team and the KYC Delivery, 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 CDD Segment Coordinator is a member of the KYC Center of Expertise in Luxembourg 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 the entire KYC Operations.

Your key responsibilities

Performance & Service Management

• Service Management: ensure that the Hub activities are performing in line with target by close follow-up and constant interaction with the team leads & play an active role in removing impediments while being on the look-out for continuous improvement
• Service Management: ensure that quality levels are met according to ING Quality Management Framework
• Performance Management: ensure both quantitative and qualitative targets are met in the data preparation area both at operational and customer segment side
• 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 that the necessary quantitative and qualitative reporting is in place on the overall process
• Customer campaigns management to ensure CDD Review campaigns (customer outreach) are launched in due time and in coordination with available capacities

Stakeholder management

• Play a key role in building strong relationships with the business segments, the overall KYC organization (other countries, head office, 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
• 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/AML experts, KYC Operations and Business Segments
• Signaling pro-actively areas for improvement and work in close collaboration with KYC Delivery team 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 CDD Segment Coordinator of KYC Operations you will also need:

• A master degree or equivalent by experience
• Strong knowledge of KYC operations and willing to further broaden/deepen that knowledge
• Strong understanding of customer experience
• Very good skills in data, management information, reporting
• Experience in management of stakeholders and project coordination is a plus
• Collaborative leadership skills
• Be driven for results, combined with strong interpersonal skills
• Experience in change implementation