The role

The WB COO EMEA is responsible for executing the strategy and achieving the associated objectives of WB in EMEA and leads the operational and transformational agenda for the region. The role includes functional steering of the WB COO’s/Operations Leads and the relevant transformation experts in the EMEA countries, and covers all operational, regulatory, client services and transformation responsibilities.  The WB COO EMEA combines deep expertise with strong people and executive leadership skills

Operations

The WB COO EMEA is responsible for the translation of the COO strategy for EMEA and oversees the execution & control of the COO operating model. The role covers all people, service provision, risk, control & cost management responsibilities of the domain in EMEA, for which strategic direction is set by the global COO functional lines. The activities cover the BAU as well as the transformation to an AI first driven COO organisation.

The role will ensure compliance with all ING policies and local regulatory requirements.  The WB COO EMEA will be accountable for overseeing, also via functional lines, the maintenance and monitoring of key risks & compliance with all relevant frameworks and standards by all functions throughout EMEA.

The WB COO EMEA will also ensure that there is full transparency to senior stakeholders on performance and that KPI/KRIs remain relevant with prompt remedial action taken whenever required, all in full coordination with global functional COO lines. The WB COO EMEA will use and promote data and data analysis to drive decisions.

Transformation

Together with the WB COO Transformation Management the role sets and steers the transformation agenda for the EMEA region and has a key role in initiating and prioritizing change with EMEA MT and other stakeholders.

The role will also ensure that there is full transparency to senior stakeholders on transformation delivery risks and costs with prompt remedial action taken whenever required, in full coordination with the WB Transformation Management team.

Your competencies

• Balances Stakeholders - Anticipates and balances the needs of multiple stakeholders. For example, ensures that ING can balance the needs of multiple stakeholder groups. Speaks clearly about the need for ING to adhere to strong ethics and show cultural savvy when working with internal and external stakeholders.
• Build Networks - Effectively builds formal and informal relationship networks inside and outside ING. For example, connecting people with one another in ways that help advance the goals. Has a presence in the wider industry and across various boundaries; is active in the conversations that shape the landscape.
• Business Insight - Applies knowledge of business and the marketplace to advance the end goals. For example, maintains ample, up-to-date business and industry knowledge in order to make sound decisions for ING. Understands the policies and other external factors affecting ING.
• Cultivates innovation - Creates new and better ways for ING to be successful. For example, inspires people to develop breakthrough solutions; invests and takes risks to lead cutting-edge innovations. Establish systems that encourage and reward partnering with others to innovate, ensuring that varied perspectives are included.
• Decision quality - Makes good and timely decisions that keep ING moving forward. For example, coaches leaders to push decision making down to the most appropriate level; challenges those who retain too much authority. Pushes for the use of sound logic and data when making organization-wide decisions.
• Drives vision and purpose - Paints a compelling picture of the vision and strategy that motivates others to action. For example, is a strong champion for the organization's vision; energizes people to commit to this long-term direction. Regularly and enthusiastically describes how people's efforts make a difference.
• Ensures accountability - Holds self and others accountable to meet commitments. For example, helping team hold each other accountable for goals, adherence to policies and procedures. Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.
• Instills trust - Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, building a team with an exemplary reputation for reliability and for meeting even difficult commitments. Build trust among people and groups by ensuring honest and upfront communication; maintains transparency.
• Manages complexity - Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, sees the systematic elements of issues' the major connections, linkages, and interdependencies. Ensures the organization has reliable ways to gather needed information.
• Manages conflict - Handles conflict situations effectively, with a minimum of noise. For example, effectively and fairly resolves issues between departments and functions. Treats conflict as a chance to have an open discussion and identify better solutions; finds common ground and builds consensus among multiple stakeholders.
• Optimises work processes - Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, motivates people to produce highest-quality outcomes and pursue continuous improvement. Sees that problems are well examined and improvements are integrated into all relevant work processes.
• Plans and aligns - Plans and prioritizes work to meet commitments aligned with organizational goals. For example, takes steps to coordinate and align plans across workgroups; supports strategic objectives with aggressive yet realistic time frames; shares some critical objectives to help with prioritizing and planning.
• Strategic mindset - Sees ahead to future possibilities and translates them into breakthrough strategies. For example, is a strong big-picture thinker; makes frequent, clear references to the organization's vision and strategy and the efforts required to drive them forward. Effectively integrates long-term opportunities and challenges with day-to-day activities.

Who we are looking for

An inspiring, approachable leader and pioneer of the cross-border culture, displaying the following behaviours:

• Ability to manage a global organisation in a volatile, commercial and complex world (23 countries).
• Ability to take responsibility, steer strategy and realisations based on facts and data; managerial courage to question and make decisions.
• Have a deep operational understanding of banking and knows how to drive and execute transformation at various levels and context (tech, organisation and digital)
• Ability to work successfully in multiple countries and make sure these different cultures will work together as one team; considering different habits, beliefs, languages etc.
• Strong organizational sensitivity; ability to understand and take into account the underlying issues, opportunities and dynamics of an international organization with multiple functional lines and one hierarchical line and deal with multiple (sometimes conflicting) interests.
• Ability to display style flexibility to teams and adapt plan, approach and behaviour to the different needs, cultures and situations.
• Ability to empower teams to act autonomously and hold them accountable.
• Ability to think out of the box and drive innovation.
• Focus on delivery through collaboration, ability to bring people together to work towards the same purpose.
• Strong focus on interaction, you like to connect people, and clear communication is a matter-of-course for you.
• Ability to simplify complexity and drive and execute operational excellence.
• Strong resilience; ability to navigate through ambiguity.
• Ability to have impact through inspiring and energetic leadership that lead teams through change.
• Actively promote and stimulate personal development and coaching of team members.
• Display influence and impact without being able to see your team face to face on a regular basis.
• Be convincing, strong in problem analysis, creative in your solutions and you see giving and receiving constructive feedback as an important condition for working well together.
• Encourage teams and individuals to continuously improve data quality and processes within the EMEA countries

Proven track record and technical skills

• Master degree.
• Min 15 years’ proven track record at senior management level in an Operations department
• Extensive and indepth experience with Process development (FTR), Client Services, Sourcing, Operational Excellence, Data Management, Regulatory (FCFP/KYC) processes
• Thorough experience with (large) transformation programs, preferably also including AI
• Experience with Wholesale Banking clients and products
• Knowledge of Local Operations, Clients, Tech and Regulatory.
• A personality and the capabilities to optimally function within a digital environment.
• Experience in executing (strategic) change.
• Expertise in developing high-performing teams.
• Experience with steering on output.
• Affinity with quality management and risk.
• Excellent level of English.

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 
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