Quality Management Lead (Financial crime prevention-Screening)

The mission of Quality Management in the 1st Line of Defense is to ensure sustainable quality of KYC Screening process, as well as its consistency and efficiency. This is achieved by the performance of objective assessment to determine how accurately the investigation/review fulfils the relevant requirements and addresses potential FEC related risks across global operations that is intended to prevent financial-economic crime from entering the financial system and thereby damaging the integrity of and confidence in the financial system.

The role is designed as an Expert Lead which is a combination of Quality expert and people manager who is servant leader instead of hierarchical top-down leader . You’re manager of 8-12 direct reports. You are responsible for facilitating, supporting and motivating team members in an self-steering team ultimately to service and support ING external customers.

Your team responsibilities are:

• design and implementation of Quality management framework for ING globally
• performing Quality Review across all Screening Services
• explorative review: aimed at discovery of potential quality deficiencies in a population,
• targeted review: to look for specific gaps,
• analyzing feedback on quality coming from Quality Review, Quality Assurance, Compliance and other sources,
• determining focus areas for Quality Review and Screening process opportunities,
• performing root cause analysis for the quality gaps, common errors identified and proposing potential improvements, preventive and mitigating measures,
• maintaining regular working relations with Processing Unit contacts e.g. Leads, SMEs, etc. to perform in-depth root cause analysis,
• preparing reports on the outcome of analysis and ensuring feedback loop with the specific Processing Unit to agree on the outcomes,
• organizing lessons learnt and facilitating knowledge sharing sessions with Processing Units or the SME Community,
• supporting with project management activities related to quality, reporting, maintaining the team SharePoint, forms and trackers,
• creating and updating reporting for various governance forums mainly to support global operational performance and compliance reporting needs,
• partnering with local organizations and global teams to understand relevant regulatory requirements, quality opportunities, challenges, needs, gaps.

As a people lead you are responsible for facilitating, supporting and motivating, as you:

• Continuously enhance the integrated way of working and you coach and support your CLT members on their way to self-steering and self-organising;
• Build strong-identity teams that apply their diverse skills and perspectives to achieve common goals;
• Facilitate the HR cycle (staffing, planning, developing, reviewing and evaluating), balancing employee needs with company demands;
• Drive engagement, creating a climate where people are motivated to do their best to help the organization achieve its objectives;
• Understand the emotional responses and links self-awareness to action by leading by example and ability to practice informal influence within the teams and peers;
• Translate the ING strategy and create objectives and actions, create and support management messages, develop policies, golden rules within the framework provided (or contribute to such development).