Team Leader Account & Document Services

At ING, we’re all about simplicity, innovation and doing the right thing by our customers. We’re proud to be a bank that puts people first — both the customers we support and the teams who make it all happen.

We’re on the hunt for a Team Leader, Account and Document Services to lead two important operational teams delivering essential support across the bank. In this role, you’ll guide the Support Services team and Savings Application Team, creating a high‑performing, customer‑focused culture in a fast‑paced environment. You’ll oversee daily workflow, coach and develop your people, and ensure service levels and quality standards are consistently met.

You’ll also champion our end‑to‑end way of working, support key processes across account opening and maintenance, and ensure accurate, timely processing across mail, scanning, document handling and cheque services — including work shared with our Manila team.

This is a permanent role based in Sydney.

What you’ll do

• Provide inspiring leadership that builds an engaged, high‑performing team through clear objectives, development planning, regular feedback and effective communication.
• Manage team workflow and resources to ensure all processing, requests and activities are completed within agreed service levels, quality standards and productivity expectations.
• Drive operational excellence by identifying improvement opportunities, assessing potential solutions and supporting continuous process enhancements.
• Ensure compliance and risk requirements are met by working closely with Compliance, Operational Risk and Financial Crimes, and by promptly identifying, reporting and remediating incidents.
• Lead and support change by managing resistance, communicating proactively and representing the team in project and improvement initiatives.
• Recruit, coach and performance‑manage team members to build capability, support development and maintain a strong, engaged workforce.

What we’re looking for

• Proven experience leading medium‑sized teams (around 10 people), with strengths in coaching, mentoring and building a positive, high‑performance culture.
• Experience in banking or financial services is highly regarded, but we are open to candidates from operational or regulated environments.
• Strong understanding of operational processes and end‑to‑end customer care workflows.
• Proficiency with workflow management tools, document management systems and intermediate MS Office skills.
• Excellent communication, problem‑solving and analytical skills, with the ability to prioritise effectively, work under pressure and make sound risk‑based decisions.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us 
 

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.  

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.  

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply   

Sound like your kind of vibe? We can’t wait to hear from you!  

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)  

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia. 

Need more?  

 
Contact Sabrina Huynh, Sabrina.huynh@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com 

Applications will close Friday, the 3rd of April.
 

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