Head of Client Service Delivery

At ING, we believe banking should empower people — not slow them down. As we continue to strengthen our Manila Branch, we’re looking for a seasoned operations leader who thrives in complexity, builds strong teams, and drives seamless client experiences. If you’re passionate about enabling a frictionless future for our customers, this could be your next step forward.

Role Summary

As the Head, Client Service Delivery, you will oversee the full operational landscape of the ING Manila Branch, ensuring smooth, safe, and efficient delivery of Wholesale Banking products and services. In this senior leadership role, you’ll define the operational vision, strengthen governance, champion client experience, and ensure our people, processes, and controls operate at the highest standards.

You will serve as a key member of the Philippine Management Team and Risk Management Committee, representing operations with diligence, integrity, and strategic insight. Your work will shape how the branch performs today — and how it evolves for tomorrow.

About the Team

You will lead a diverse operations ecosystem spanning Client Service Delivery, IT Operations, Premises & Facilities Management, and several key control roles. These include KYC/CDD leadership, Third-Party Risk Management, FATCA/CRS oversight, Data Protection, Business Control, Operational Resilience, Business Continuity, and Crisis Management.

While broad in scope, your team is united by one purpose: delivering exceptional service safely, efficiently, and consistently.

What You’ll Do

• Provide strategic direction for all operational functions of the Manila Branch
• Set and drive the operations agenda, ensuring smooth and compliant execution across all processes
• Lead continuous improvements in client service delivery across Wholesale Banking
• Oversee local IT operations governance and coordinate closely with Singapore Technology teams
• Ensure a safe physical working environment and robust operational resilience
• Manage cost discipline, annual planning, and savings targets
• Strengthen risk management and compliance with all laws, regulations, and internal policies
• Serve as escalation point for operational matters and high-stakes incidents
• Engage and influence senior stakeholders locally and offshore
• Drive operational change programs and represent operations in key committees
• Support people development, engagement, and capability building across teams

Required Skills & Experience

• Proven track record as a senior banking operations leader
• Strong expertise in operational risk, regulatory compliance, and service delivery
• Ability to navigate complex institutional and regulatory landscapes
• Experience leading multi-disciplinary operational teams
• Excellent stakeholder engagement across local and cross-border environments
• Strong communication, problem-solving, and decision-making skills
• Ability to lead through change with agility and clarity

What We Offer

At ING, you’ll join a culture that values openness, curiosity, and progress. You’ll work with supportive colleagues in an environment that empowers you to deliver impact — for your team, the bank, and our customers. We’ll also support your growth with opportunities to learn, lead, and shape the future of operations in the Manila Branch.

How to Apply

Click the button on our career site to submit your application through Workday.

Equal Employment Opportunity

Don’t meet 100% of the qualifications? Don’t let that hold you back. Studies show candidates often underestimate their capabilities — if this role excites you, we encourage you to apply.

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About ING

With 65,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what’s possible and at the same time ensure you work with integrity and hold the customer’s interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.