Head of Account Management & Client Services – Private Banking & Wealth Management

Head of Account Management & Client Services – Private Banking & Wealth Management

Department: COO NL
Business Line: COO/Head of Business Banking and PBWM
 

Role Overview
As Private Banking & Wealth Management transitions into the COO NL domain, we are looking for a strategic and hands-on leader to head the Account Management & Client Services function. This role is central to shaping the future of client servicing within PBWM, integrating the team into the COO organisation, and contributing directly to the commercial success of PriBa.

You will lead a team of ~10 professionals, drive operational excellence, and act as the strategic link between clients, relationship managers, and operational teams. The role combines strategic vision with day-to-day leadership, ensuring seamless execution, service excellence, and long-term client satisfaction.

As such, you will be reporting into the Head of Business Banking and Private Banking & Wealth Management within the COO domain and you will become part of that Management Team. As this team is primarily located in Leeuwarden, you are expected to travel there frequently. Additionally, the Account Management teams are divided in four regions and we see regular physical attendance in those regions as a key to success.

You’ll also be in close contact with the Private Banking & Wealth Management sales organization, as the Account Management teams are an integral part of the commercial ambitions for this customer segment.

Given the integration into the COO Domain, experience within Wholesales Banking is strongly valued, particularly in navigating operational models , client coverage frameworks, and process excellence across both Wholesale and Private Banking

Key Responsibilities

• Lead and integrate the Account Management & Client Services team into the COO NL organisation.
• Take full end-to-end responsibility for client servicing and operational delivery.
• Ensure timely, accurate, and efficient handling of client requests and operational processes.
• Partner with Relationship Managers and Senior Stakeholders to support strategic client coverage.
• Drive process improvement, digitalisation, and operational excellence initiatives.
• Monitor performance metrics to ensure client satisfaction, compliance, and risk management.
• Act as the escalation point for complex client and operational issues.
• Represent the Client Services function in senior management forums and cross-functional projects.
• Coach and inspire the team to maintain a high-performance, client-centric culture.

Qualifications & Experience

• Proven experience in Private Banking and/or Wealth Management, with strong operational and client servicing expertise.
• Wholesale Banking background and experience in COO related processes, operational governance, or client coverage frameworks
• Affinity with financial products, regulatory frameworks, and COO processes.
• Demonstrated leadership in managing client service or account management teams.
• Strong stakeholder management and communication skills, with senior-level influence.
• Strategic thinker with a hands-on approach and a focus on client centricity and operational excellence. 

Key Competencies

• Client Centricity & Service Excellence
• Strategic & Operational Leadership
• Process Improvement & Operational Efficiency
• Relationship Management & Stakeholder Engagement
• Team Leadership & Development
• Problem-Solving & Decision-Making
• Compliance & Risk Awareness

Rewards & Benefits

The benefits of working with us at ING include: 

• A salary tailored to your qualities and experience. In this case graded in FG19.
• 36 or 40 hour workweek
• Individual leave: 24+2 individual holiday days based on 36 hr workweek
• Diversity leave: 3 days per year (1,5 paid, 1,5 unpaid)
• CSR days: up to 2 days per year to actively engage in society by volunteering
• 13th month salary
• 8% Holiday payment
• Individual Savings Contribution (BIS), 3.5% of your gross annual salary
• Mobility card
• Attractive pension scheme
• Hybrid working to blend home working for focus and office working for collaboration and co-creation