Chief Operations Officer
2017-06-14
COO for the Czech Republic, striving to become the next generation digital bank. Focusing on sharing best practices, finding quick wins, unifying processes, and pushing for innovation. Responsible for Operations, the operating model, decisions on sourcing and all related ORM topics. Furthermore, the local COO member of the local Management Team (MT) and directly reporting to CEO
Key responsibilities
- Has full budget and human resources management responsibility
- Customer focus: Continuously works towards improvements for customers, demonstrates proactive behaviour as a result of customer complaints. Creates standardized and easy processes across all channels and products, empowers people, simplifies banking systems, promotes smart data management. Reviews and measures productivity, conducts formal process reviews and builds collaborative performance culture. All of this is reached by working together on a global scale, within ING, and between countries
- Builds the Retail Bank operations in the Czech Republic, including the Retail Lending operations. Oversees and supervises all operations functions (WB, RB)
- Standardized way of working: agile way of working, executional certainty for all large change programs and focus on sustainability
- Leadership and management: enabling, engaging and developing people with the right skills, at the right time and place
- Enables the smooth and efficient execution and settlement of the transactions, as well as running of the supported systems
- Ensures execution, maintenance and regular update of all ING policies and procedures for Operations, ensuring all business of the bank is conducted in compliant and efficient manner
- Manages commercially and operationally the relationship with external and internal (ING) service providers in Operations area
