CTS Circle lead Reporting, Reclaim & Relief

COO is committed to bringing customer value, operational efficiency, and scalable operations for the bank: Fast, Easy, Caring, and Secure service—24/7, fully scaled, and powered by market-leading tools. Within this context, the CTS Circle Lead Reporting, Reclaim & Relief is accountable for end-to-end delivery and continuous improvement of CTS reporting and services operations, ensuring accurate, timely and compliant execution across locations.

The team
Financial Crime & Fraud Prevention (FCFP) is part of COO and is a first line of defense organization. It leads the standardization of related processes, enhanced controls, shared tooling, and the optimization of operations across all business lines, contributing to a robust Financial Crime Prevention & Fraud environment and ING’s response to regulatory requirements while delivering customer value.

Within Global FCFP, we are organized around services: Customer Due Diligence, Transaction Monitoring, Screening, Client Tax Services and Fraud Services, supported by global functions that ensure effectiveness, excellence, oversight and control.

Global Client Tax Services (CTS) is responsible for ensuring frictionless client tax compliance for ING and its customers through accurate, timely client tax information sharing and strong global client tax knowledge. CTS simplifies complexity and supports compliance through consistent standards, a global community of expertise, and increased automation of tax reporting and controls.

The CTS Reporting, Reclaim & Relief Circle Lead leads a team of approximately 9 FTE and works closely with a wide range of internal and external stakeholders, including CTS Global Head/MT, CTS CoE & Oversight Lead and experts, CTS Tribe Lead and Product Owners, Global and Hub Operations Leads, Country CTS leads, local tax reporting owners, and external parties.

Roles and responsibilities
In this role you will:

• Lead end-to-end global operational delivery for reporting, documentation, relief and reclaims, ensuring execution in line with SLAs, controls and regulatory requirements.

• Ensure accurate, complete and timely regulatory reporting (Account Tax Reporting, DAC6, CESOP, USW), including issue management and escalation.

• Drive tax documentation operations (USW, FATCA/CRS), including validation, exception handling, remediation and compliant client classification.

• Ensure efficient and compliant tax relief at source and reclaim processes, including matching, evidence, submission and follow-up with counterparties.

• Maintain governance, controls and continuous improvement through effective first-line controls, MI and standardisation.

• Drive automation and process improvements with Tribe and CoE partners to reduce risk and cost.

• Manage capacity, performance and issue resolution while ensuring audit readiness and robust evidence trails.

• Translate regulatory changes into operational readiness and measurable service outcomes across stakeholders and countries.

How to succeed
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.

• University or postgraduate (Master’s degree) in a relevant field, supporting strong understanding of tax and operational domains.

• 8–12 years of experience in Client Tax Services, Securities Services or Operations in a regulated environment.

• 3–5+ years of leadership experience managing and coaching teams, with accountability for delivery quality, SLA performance and controls.

• Experience in process standardisation, MI/KPI definition, governance, capacity planning and continuous improvement or automation.

• Proven experience in operational leadership, managing end-to-end delivery and right-first-time execution in SLA-driven environments.

• Strong understanding of Client Tax Services or financial services operations, including end-to-end client lifecycle processes.

• Experience with risk, control frameworks, audit readiness and issue remediation to ensure compliant operations.

• Ability to manage stakeholders across global teams and locations, with clear communication, escalation and expectation management.

• Capability to translate regulatory and business requirements into scalable processes, KPI/MI steering and prioritised execution.

• Experience managing external stakeholders (custodians, tax authorities, auditors) and driving remediation of findings.

Rewards and benefits
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

• Pension scheme

• 13th month salary

• 8% Holiday payment

• Hybrid working

• Personal growth and challenging work with endless possibilities

• An informal working environment with innovative colleagues

About us
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Questions
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