KYC Head of Portfolio Management & Client Outreach - Director

Core Information:Position: Portfolio Management & Client Outreach Head (Director)Department: KYC Americas - SectorsLine Manager: Head of KYC AmericasStatus: Full TimeLocation: New York

About ING

Ranked #8 on LinkedIn Top Companies in Financial Services Crain’s 100 Best Places to WorkRagan’s Top Places to Work in 2023

In Americas, ING’s Wholesale Banking division offers a broad range of innovative financial products and services to domestic and international corporate and institutional clients.

When you come to work at ING, you’re joining a team where individuality isn’t just accepted, it’s encouraged. We’ve built a culture that’s fun, friendly and supportive – it’s the kind of place where you can be yourself and make the most of whatever you have to offer.

We give people the freedom to take risks, think differently, take ownership of their work, and make great things happen. We’re here to help you get ahead. And with our global network, there’s plenty of scope to take your career in new directions, perhaps even ones you’ve never considered. ING Americas follows a hybrid work model, allowing for in-office / work from home flexibility. Hybrid work arrangements vary based on business area.Sound like the kind of place you’d feel at home? We’d love to hear from you.

About the department:ING provides banking services and complex financing solutions to companies globally.To provide a safe banking environment for society and our customers, ING must comply with global Anti-Money Laundering (AML) regulations including maintaining robust Know Your Customer (KYC) controls. As such, we are actively fighting human trafficking, smuggling of drugs and weapons and do make sure international sanctions against countries and regimes are correctly executed within ING.The KYC team in North America is offering a position in New York for a professional who enjoys working in an international banking environment. The KYC (Know Your Client) department coordinates all KYC related activities across different ING business sectors, both with external clients and internal stakeholders.The KYC team is crucial in the onboarding of new customers and plays a key role in managing the non-financial risk of the current client portfolio.The Portfolio Management & Client Outreach team is part of the KYC Americas organization and coordinates all KYC activities across different ING business lines, both with clients and internal stakeholders. The team is crucial in the onboarding of new customers by managing the collection of KYC requirements and plays a key role in managing the AML related risk of the current client portfolio by being the primary point of contact for the customer during time driven and event driven reviews.

About the position:The KYC team in North America is offering a Portfolio Management & Client Outreach Lead position to an individual with a passion for leading teams, a commercial mindset and the skills to ensure ING’s continued compliance with its KYC obligations.As a Team Lead, you will manage a team of ~30 KYC experts (including 5 direct reports) and work closely together with front office colleagues, KYC analysts, the 2nd line of defence and 3rd party service providers to maximize customer experience during the onboarding and review process while keeping ING’s portfolio safe & compliant.Your role and work environment:Manage ING Americas’ Portfolio Management & Client Outreach team in a proactive way. Ensure adequate prioritisation and distribution of files to be reviewed, remediated or onboarded and manage workload/ pipeline for client outreach staff.End-to-End responsible for the client experience during the onboarding and KYC review process: organize, set-up and maintain a regional structure (Americas) within the Front Office with the aim to govern and control KYC workload prioritization and client interactions.Manage case and dispute resolution and improve overall quality of communication and transparency in the Americas region.Be a manager of managers and serve as the direct reporting line for 5 Operation Leads.Remain one step ahead when it comes to the implementation of organizational changes, process improvements and future proof technology solutions in cooperation with your colleagues in ING’s KYC Americas LT and stakeholders within ING Global.Act as a regional Front Office counterpart for country Front Office Leads in the ING Network.Liaise with various global and regional stakeholders (regional head of sectors, respective KYC country leads, dedicated processing units…) to manage remediation and “Business As Usual” workload.Team up with your colleagues of the KYC cockpit to ensure up-to-date and consistent management information on the progress of the remediation and file enhancement as well as new client onboardings (pipeline and in-progress).

Your key responsibilities

Operations Managementthe CDD review portfolio for ING Americas which is currently estimated at ~3000 reviews per year.accountable for the correct implementation of workplace instructions, to meet operational services levels and make sure your team contributes to the achievement of team and organizational goals.the best out of your people: help individuals and your team to be successful. Provide coaching, training and share feedback while aiming for a high-performing, self-steering team.workload balancing across the different teams to ensure completion of work against targeted timelines.collection of customer KYC requirements through desktop research and client outreach is performed in an efficient, timely and commercially friendly manner.as senior escalation point for the most complex and/ or time sensitive reviews. Step in for these files that risk going off track and remove impediments if needed.the continuous improvement initiatives from bottlenecks and pain points identification to implementation and benefit tracking. Set-up end-to-end collaboration with both local and global stakeholders.periodic operational reporting, in close alignment with other stakeholders where necessary, to discuss progress, mitigating actions (if any) and follow-up on the benefits of improvement initiatives.to the Annual Review Plans design and get the validation from Compliance

Stakeholder Managementas the primary point of contact for sector leads. Build the bridges needed to remain safe & compliant and customer focused.an active role in building strong relationships with the various stakeholders involved in the overall ING Onboarding & KYC process including Risk & Compliance Teams, Audit Teams, Tech Teams, 3rd Party service providers and various experts.

Change Implementationleadership and bring change from concept to reality in terms of policy, team set-up, process, tooling while ensuring all of us remain focused on the client.flexibility and ability to adapt to a changing regulatory environment and changing content requirements by quickly grasping the essence of the change and translating it to the teams in alignment with key KYC stakeholders.

Candidate Profile

Qualifications / Education:in Finance, Economics, Accounting, Management, Business or other similar field of study.is considered a plus.Experience / Knowledge:years of experience working in a KYC and client onboarding or any other client services environment with extensive people manager experience.communication skills and the ability to interact with different ING stakeholders to drive operational excellence and transformational change.track record in digital transformation with tangible results in NPS improvement.analytical skills and proficiency in Microsoft 365.knowledge of Lending markets, Financial Markets and Transactions Services next to knowledge of AML regulations is preferred.

Competencies:proactive ‘take it on and make it happen’ mentality.attitude towards changes and ability to adjust to a dynamic business environment.focus and team player attitude.communication skills and ability to influence.working in a regulated environment.in English, both verbally and written.

Salary range: $225K – $260K

In addition to comprehensive health benefits, a generous 401k savings plan, and competitive PTO, ING provides a broad array of benefits including adoption, surrogacy, and fertility services; student debt assistance; and subsidies for expenses associated with working from home, commuting, and fitness.

ING is a committed equal opportunity employer. We welcome applicants of diverse backgrounds and hire without regard to color, gender, religion, national origin, citizenship, disability, age, sexual orientation, or any other characteristic protected by law. We celebrate these differences and rely upon your unique perspective to innovate and seize new opportunities. Come as you are.

ING Bank does not have a commercial banking license in the U.S. and therefore not permitted to conduct a commercial banking business in the U.S. Through its wholly owned subsidiary ING Financial Services LLC, and its affiliates, it offers a full array of wholesale products such as commercial lending and a full range of FM products and services