Head of Wholesale Banking Operations

Your role and work environment

The COO Wholesale Banking Luxembourg is accountable for implementing the global COO Wholesale Banking strategy and supporting business growth by ensuring operational excellence and top customer satisfaction for Wholesale Banking clients serviced from Luxembourg. The product portfolio includes Payment & Cash Management, Lending, Financial Markets, Depository & Custody activities.
This role is part of the COO and Wholesale Banking management teams of ING Luxembourg, reporting functionally to the WB COO EMEA and hierarchically to the COO Luxembourg.
The COO manages a broad set of stakeholders, internal and external (Lux authorities, clients, prospects, service providers), to ensure regulatory compliance and excellent service delivery. Locally, the Head of Wholesale Banking Operations leads a management team of 4 direct reports and more than 80 people focused on client services, depositary & custody activities.

Responsibilities "Must Have"

• Strategic Leadership & Direction
  Set and communicate the vision for COO Wholesale Banking Operations, inspire teams, and ensure alignment with global and local strategies.
• Transformation & Change Management

Acts as a leading force of the WB TOM implementation. Lead change initiatives, drive innovation, and foster a culture of continuous improvement.

• Operational Excellence & Customer Satisfaction
  Oversee operational processes to deliver world-class services, optimize efficiency, and ensure top client satisfaction.
• Regulatory Compliance & Risk Management
  Ensure all activities meet regulatory requirements and manage operational risks effectively.
• Stakeholder Management
  Build and maintain strong relationships with internal and external stakeholders, including regulators, clients, and service providers. Navigates in the functional lines & matrix organisation.
• Talent Development & Team Engagement
  Develop talent pipelines, empower teams, and promote personal development and coaching.
• Business Planning & Budgeting
  Lead annual and long-term business planning, set budgets, and ensure resource alignment.

Responsibilities "Good to Have"

• Corporate Representation
  Represent ING in external relations and industry forums.
• Cross-Border Collaboration
  Pioneer cross-border culture and collaboration within the organization.

Competencies "Must Have's"

We are looking for an inspiring, approachable leader and pioneer of the cross-border culture, displaying the following competencies and behaviors:

• Strategic Mindset
  Ability to see future possibilities and translate them into actionable strategies.
• Decision Quality
  Make timely, sound decisions using logic and data.
• Stakeholder Balancing
  Anticipate and balance diverse stakeholder needs.
• Operational & Organizational Capability
  Build and optimize processes for efficiency and effectiveness.
• Trust & Accountability
  Instil trust through integrity and hold self/others accountable.
• Resilience & Adaptability
  Navigate complexity and ambiguity with composure.
• Communication & Influence
  Clear communicator, able to inspire and influence across cultures and teams.

 Additional Competencies ("Good to Have")

• Innovation
  Encourage and reward new ideas and breakthrough solutions.
• Conflict Management
  Effectively resolve conflicts and build consensus.
• Networking
  Build formal/informal networks inside and outside ING.
• Coaching & Mentoring
  Promote personal development through coaching.

Proven track record and technical skills:

• Master's degree
• Minimum 15 years' proven track record at senior management level in an Operations department
• Experience with Wholesale Banking products, functional lines set-up and Luxembourg market
• Proven experiences on Operational Management, Process Management & steering on output
• Knowledge of Operations, Clients, Technology, and Regulatory environments
• Experience in executing strategic change
• Expertise in developing high-performing teams
• Affinity with quality management and risk
• Excellent level of French and English