Segment Coordinator KYC Operations

Employee | Risk Management | Manager/Expert | Brussels | 2024-02-07 | 069357


Segment Coordinator

KYC Operations – Belgium


A day in the life of a  Segment Coordinator

Within KYC we leverage fully on the Global capabilities that ING Group has available and are building towards an operationally flexible organization, including review activities in ING Hubs. Building and exploring our approach for this collaboration will be an integral part of your job, requiring a close operational collaboration with the teams in both Hubs and Belgium.

·       You are the main contact person for all stakeholders regarding our customers within the specific segment.

·       You work closely together with the team of other Segment Coordinators and the Head of KYC Operations, as well as the customer segment, the KYC Operations leadership team, the Quality team, the KYC Delivery Tribe and relevant Global Teams - while having regular interactions with other senior leaders across the organisation.

·       You build oversight and focus on Time-Driven Review, Event-Driven Review and Onboarding, as well as align with the KYC Delivery colleagues and customer segment on making files data-ready for review.

·       You take end-to-end operational responsibility, including data preparation, review teams and exit process. This implies close operational follow-up of the Belgian teams in terms of productivity and quality combined with the set-up of strict service management of our offshore activities.

·       You are the driving force to implement change initiatives in your domain, including the necessary stakeholder alignment to make the change successful.


In a nutshell, your key responsibilities include:


Performance & Service Management

       Performance Management: Ensure both quantitative and qualitative targets are met in the review teams, focusing on levers that can further enhance productivity

       Service Management: Ensure that the offshored activities are performing in line with target by close follow-up and constant interaction with the local leads

       Quality Management: ensure that quality levels are met in both onshore and offshore review teams according to RAS and be on the constant look-out for possibilities for quality improvement.

       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 the necessary quantitative and qualitative follow-up of targets  

Stakeholder management

       Play an active in building strong relationships with the customer segment, the overall KYC organization (Belgium, Group, ING 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 for your teams

       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 experts and your fellow Segment Coordinators

       Signaling pro-actively areas for improvement and work in close collaboration with Delivery Tribe and KYC Operations colleagues to define implementation steps and drive the change


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’ll back you to develop into an even more awesome version of yourself.

As a Segment Coordinator you will need:


       A master degree or equivalent by experience

       Experience in both hierarchical and functional management of teams

       Strong knowledge of Financial Crime Prevention and willing to further broaden/deepen that knowledge

       Strong understanding of customer experience, backed by experience in function(s) with customer interaction

       Collaborative leadership skills

       Ability to thrive in a hybrid organizational model combining hierarchical steering of the operations in Belgium, with steering of the offshore activities.

       A no-nonsense drive for results, combined with strong interpersonal skill

       Experience in change implementation


As a Segment Coordinator you will have the opportunity to invest in your personal and professional growth.

You will be at the forefront of an important part of our banking operations in Belgium and become part of an energetic and result-driven team. Within a constantly changing environment, you will make an impact while you are involved in how we build the future of our KYC Operations. As we believe that content knowledge is a key component of our success, we offer a wide variety of training, including external certification, to ensure your continued growth, without of course forgetting about the training on the job. At KYC Operations, we also take your personal development seriously and invest in your personal growth through continuous coaching & feedback.


The team

The Segment Coordinator is a member of the leadership team of KYC Operations in Belgium and thus plays a pivotal role in both their own area of responsibility but also contributes actively to the overall performance and change management of KYC Operations. Given the Global focus in KYC, active stakeholder management in both the broad Belgian organization as well as within the Global KYC organization will contribute to your success. In turn, this brings quite good visibility in the ING realm both globally and locally.


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Please be aware that the recruitment procedures, (labour) regulations and labour agreements of Belgium apply.

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