Segment Coordinator Business Banking / KYC Operations – Netherlands

As a Segment Coordinator, you are the central figure in the KYC process for Legal Entities. You work closely with teams in the Netherlands and our ING Hubs, ensuring that customer files are reviewed in a timely, high-quality, and efficient manner. You are responsible for the entire operational chain – from data preparation to review and exit – and play a key role in driving change within your domain.

You are the main point of contact for all stakeholders regarding customers within your segment.
You collaborate closely with fellow Segment Coordinators, the Head of KYC Operations, the customer segment, the KYC Operations leadership team, the Quality team, the KYC Delivery Tribe, and relevant Global Teams, while maintaining regular interactions with senior leaders across the organization.
You build oversight and focus on Time-Driven Review, Event-Driven Review, and Onboarding, aligning with KYC Delivery colleagues and the customer segment to ensure files are data-ready for review.
You take end-to-end operational responsibility, including data preparation, review teams, and the exit process. This requires close operational follow-up of the teams in terms of productivity and quality, combined with strict service management of offshore activities.
You are the driving force behind change initiatives in your domain, ensuring stakeholder alignment for successful implementation.

The Team

You will report directly to the Head of KYC Operations and work closely with the KYC Operations leadership team. You’ll play a pivotal role not only in your own area of responsibility but also in the overall performance and change management of KYC Operations. Given the global focus of KYC, active stakeholder management within both the Dutch organization and the Global KYC organization will be key to your success. This role also offers strong visibility within ING, both locally and globally.

Key Responsibilities

Performance & Service Management

Performance Management: Ensure both quantitative and qualitative targets are met, focusing on levers that enhance productivity.
Service Management: Monitor offshore activities to ensure they meet targets through close follow-up and continuous interaction with local leads.
Quality Management: Ensure quality standards are met onshore and offshore in accordance with RAS, and continuously seek opportunities for improvement.
Drive for Results: Ensure end-to-end completion of review targets by coordinating all involved parties, identifying performance improvement areas, and resolving specific cases that may impact customer experience.
Target Monitoring: Ensure consistent quantitative and qualitative tracking of performance metrics.

Stakeholder Management

Actively build strong relationships with the customer segment, the broader KYC organization (Netherlands, Group, ING Hubs), FCC/MLRO, and various subject matter experts.

Change Implementation

Actively identify opportunities for improvement and work closely with the Connecting Tribe and KYC Operations to shape, define, and drive impactful change initiatives.

How to Succeed

We hire smart people like you for your potential. Our biggest expectation is that you stay curious, keep learning, and take on responsibility. In return, we’ll support your development into an even more impactful version of yourself.

As a Segment Coordinator, you will need:

A master’s degree or equivalent experience.
Experience in operational management.
Experience in both hierarchical and functional team management.
Strong knowledge of Financial Crime Prevention and a willingness to further broaden and deepen that knowledge.
A solid understanding of customer experience, supported by experience in customer-facing roles.
Collaborative leadership skills.
The ability to thrive in a hybrid organizational model, combining local operations in the Netherlands with offshore team coordination.
A no-nonsense, results-driven mindset, paired with strong interpersonal skills.
Experience in implementing change.

Growth & Development

As a Segment Coordinator, you’ll have the opportunity to invest in your personal and professional growth. You’ll be at the forefront of a vital part of our banking operations in the Netherlands and part of an energetic, results-driven team. In a constantly evolving environment, you’ll make a real impact on the future of our KYC Operations.

We believe that content knowledge is key to success. That’s why we offer a wide range of training opportunities, including external certifications and on-the-job learning. We also take your personal development seriously, providing continuous coaching and feedback.

Rewards and benefits
We want to make sure that it’s possible for you to strike the right balance between your career and your private life. Find out more about our employment conditions.

The benefits of working with us at ING include:

● 25-28 vacation days depending on contract

● Pension scheme

● 13th month salary

● 8% Holiday payment

● Hybrid working

● Personal growth and challenging work with endless possibilities

● An informal working environment with innovative colleagues

About us
Curious about how ING empowers people and businesses to move forward? Discover what we do and what we can offer you.

Questions?
Contact the recruiter attached to the advertisement. Want to apply directly? Please upload your CV and motivation letter by clicking the ‘Apply’ button.