About this role
Finance Business Support Head of Advice & Control and Escalations 25-06-2026 8.827 - 13.969 Senior Amsterdam As a Head of Advice & Control and Escalations at ING, you lead FCC NL second-line governance: steer 44 FTE across advice/control, monitoring and escalations, oversee KYC/MLRO decisions, challenge first line, and drive integrated financial crime risk assessments. Direct solliciteren Neem contact op Automatisch verbeterd voor betere leesbaarheid Head of Advice & Control and Escalations 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. Key responsibilities - 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. Required skills and experience - 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, i...