Lead Customer Loyalty – Retail Banking Operations

About the role

ING’s Retail Banking Operations in the Philippines is expanding rapidly, delivering processing and contact‑center services for banks worldwide. We are seeking a senior leader to head the Customer Loyalty function across daily banking, savings, investments, credit, and contact‑center services. The role combines operational management, scaling the organization, and people development.

Key responsibilities

• Lead, coach, and motivate a large, cross‑functional team, applying diverse frameworks to solve problems and achieve strategic goals.
• Design and implement new retail‑banking operational processes, adapting operating models as the business matures.
• Build trust with partners and stakeholders through collaborative, win‑win negotiations within the shared services environment.
• Ensure compliance with Risk and Compliance rules, overseeing internal and external audits.
• Co‑create and execute the organization’s strategy, translating it into daily actions and measurable plans.
• Develop and manage the annual budget, service migration plans, and risk‑management framework for the service area.
• Communicate strategy and performance insights to diverse audiences, aligning teams with group objectives.

Required profile

• Proven leadership experience in retail banking or similar financial services operations.
• Strong track record of driving operational excellence and managing large, complex teams.
• Ability to thrive in ambiguous, fast‑changing environments while maintaining a collaborative, results‑driven approach.
• Excellent communication skills, capable of influencing senior stakeholders and aligning teams with strategic priorities.

Required skills

• Deep knowledge of retail banking processes (daily banking, savings, investments, credit, loan products, contact‑center operations).
• Experience with risk management, compliance, and audit oversight.
• Budget planning and financial management capabilities.
• Strategic thinking combined with hands‑on execution skills.