Head of Advice & Control and Escalations

Head of Advice & Control and Escalations - ING

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Role purpose: Lead the Advice & Control and Escalations function to ensure effective governance, risk management, and timely resolution of escalated issues, supporting regulatory compliance and strong customer outcomes.

Set strategy, operating model, and priorities for Advice & Control and Escalations.

Own end-to-end escalation management, including intake, triage, investigation, decisioning, and closure.

Define and maintain policies, controls, and assurance processes to meet regulatory and internal standards.

Oversee root-cause analysis, corrective actions, and continuous improvement to reduce repeat issues.

Partner with Compliance, Legal, Risk, Operations, and Product to manage incidents and regulatory interactions.

Establish governance forums, reporting cadence, and executive-level dashboards on escalations, trends, and outcomes.

Lead, coach, and develop a high-performing team; manage capacity, quality, and performance metrics.

Proven leadership in advice governance, operational risk, controls, complaints, or escalations within a regulated environment.

Strong knowledge of regulatory expectations, conduct risk, and customer outcome frameworks.

Expertise in control design, assurance testing, issue remediation, and audit readiness.

Excellent stakeholder management, influencing, and executive communication skills.

Analytical capability to interpret MI, identify trends, and drive data-led decisions.

Experience implementing process improvements and managing complex, time-sensitive cases.

This is a role where your decisions carry real weight. As a senior leader in Financial Crime Compliance (FCC), you sit at the intersection of regulation, risk, and business; shaping how ING protects the integrity of the financial system while enabling responsible growth. You will lead critical conversations, influence at the highest levels, and define how complex risks are understood, challenged, and managed. It’s a unique opportunity to combine leadership, expertise, and impact in a highly visible role.

You will lead the FCC NL Advice & Control and Escalations function, a key pillar of ING’s second line of defence in the Netherlands. The function brings together three specialised teams focused on advisory and control, monitoring and oversight, and complex escalation decisioning across Retail and Wholesale Banking. Operating in a high-stakes, high-visibility environment, you will engage with a broad network of senior stakeholders, including FCC Intelligence & Investigations, Group FCC, Legal and first-line leadership. Together, you ensure that ING meets regulatory expectations and continuously address financial crime risks appropriately.

The team culture combines professional challenge with strong collaboration, where critical thinking, integrity, continuous improvement and innovation are central to how we work and lead.

As Head of Advice & Control and Escalations, you provide strategic leadership and act as a key voice in shaping FCC NL. You lead through others while actively steering complex decisions and governance.

Leading and developing multiple FCC teams (44 FTE) responsible for the functional oversight within ING Retail NL and WB NL, building a high-performing environment with strong ownership and accountability.

Defining and driving the strategic direction of second line governance, aligned with ING’s global FCC framework.

Acting as a trusted advisor to senior leadership and delegate MLRO, influencing critical decisions and regulatory positioning.

Overseeing high-impact KYC-related MLRO escalations, ensuring consistent, defensible, and risk-based outcomes.

Challenging the first line of defence on compliance risks, controls, and change initiatives at a strategic level.

Driving integrated financial crime risk assessments across Retail and Wholesale Banking.

Translating complex regulatory expectations into clear, actionable frameworks and guidance in collaboration with Group FCC and other stakeholders.

Representing FCC NL internally and where relevant externally, maintaining credibility and trust.

Enhancing oversight effectiveness through data-driven insights and continuous improvement initiatives.

We hire smart people like you for your potential. Our biggest expectation is that you’ll stay curious. Keep learning. Take on responsibility. In return, we’ll back you to develop into an even more awesome version of yourself. Thereto, you can demonstrate your 15+ years of experience in:

Leading and developing multiple teams, creating a high-performing environment with strong ownership, integrity, and accountability.

Making sound, risk-based decisions in complex, high-impact situations within a regulated environment.

Influencing senior stakeholders through clear, credible communication and constructive challenge.

Translating complex regulatory frameworks into practical governance, controls, and decision-making guidance.

Driving and embedding strong second line oversight and risk management across Retail and Wholesale Banking.

Bringing deep expertise in financial crime compliance (AML, KYC/CDD, sanctions) and applying it in a second-line context.

Navigating regulatory scrutiny with confidence, including direct engagement with regulators and auditors.

Leading transformation and continuous improvement in complex, multi-stakeholder environments.

Leveraging strong professional and academic foundations, supported by relevant certifications such as ACAMS.

Drawing on extensive experience in risk management and FCC leadership to steer organisational decisions and priorities.

Applying and understanding data-driven FCC techniques, including analytics and AI/ML in KYC and transaction monitoring. And leveraging familiarity with FCC tooling and systems for screening, monitoring, and case management.

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

Personal growth and challenging work with endless possibilities

An informal working environment with innovative colleagues

Please send your application for Head of Advice & Control and Escalations at ING in Amsterdam via the button.

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