Head of Fraud NL

Head of Fraud NL (Lead FCFP III)

The opportunity

At ING we are committed to safeguarding the financial health of our customers in an increasingly digital and fast-changing landscape. Fraud attacks evolve rapidly Dutch customers expect seamless protection and regulation continues to intensify. Within this environment the Head of Fraud NL plays a critical role.

The Head of Fraud NL is responsible for the full end to end fraud management framework in the Netherlands for both external and internal fraud. You lead all operational fraud capabilities for Retail Business Banking and Wholesale Banking including fraud experts rule writers investigators and the Fraud Service Center NL (Operations & Call). You ensure that detection alert handling investigations customer support and recovery run smoothly every day. Fraud NL is managing the fraud risk assessments for all products processes and channels of ING scope is both external and internal fraud risk assessments.

You translate INGs global fraud strategy and standards into effective local execution strengthen operational capabilities and safeguard ING NLs role in the Dutch fraud ecosystem. You report hierarchically to the COO NL and functionally to the Global Head of Fraud.

Roles and responsibilities

As the Head of Fraud NL you:

• Identify emerging fraud trends and threats in the Dutch market maintaining an up-to-date fraud risk and control log.
• Detecting external fraud: Oversee and enhance detection rules and monitoring processes to ensure timely and accurate fraud detection.
• Responding to fraud events: Lead the end-to-end handling of fraud alerts and cases ensuring correct registration customer communication reporting and recovery actions.
• Responsible for Fraud risk assessments for new products and changes in channels and processes. Implements and improve preventive fraud controls across processes systems and customer channels to reduce fraud exposure.
• Internal Fraud Risks across ING NL: Manage internal fraud risks through prevention detection and case follow up in alignment with internal fraud policy and control standards.
• Stakeholder engagement: Collaborate with internal stakeholders to ensure fraud controls are well embedded in the NL products channels and processes and fraud risks are understood and managed.
• External collaboration: Maintain an external network to effectively collaborate on fraud prevention and support public private anti-fraud efforts in the Netherlands. Including media interactions and communication.
• Collaboration with Global Fraud community to ensure harmonization and alignment.
• Balancing outcomes: Develop and refine fraud control solutions that balance customer experience operational efficiency and risk mitigation.
• Customer awareness: responsible for customer awareness campaigns and communication to safeguard our customers.
• Lead fraud experts investigators rule writers and operational teams to maintain high performance engagement and operational excellence.
• The head of Fraud NL is the Fraud lead responsible for internal and external fraud score conform the Global Fraud policy.

We look for

A forward-thinking collaborative and decisive leader with strong operational execution power and a passion for customer protection. Someone who thrives in a fastmoving environment builds strong partnerships across domains and can switch effortlessly between strategic direction and hands-on crisis leadership.

You are able to:

• Build inspire and lead large diverse teams.
• Communicate with confidence and influence stakeholders at all levels.
• Navigate complex regulatory and organisational landscapes.
• Handle confidential information professionally
• Develop talent and foster a culture of growth and craftsmanship.
• Stay ahead of market trends and convert future opportunities into actionable strategies.
• Able to balance customer experience operational efficiency and fraud risk mitigation.

Proven track record and technical skills:

You have:

• A masters degree.
• Securityrelated certifications such as CFE CISSP or CISM (preferred).
• At least 10 years of experience in fraud security payments analytics or digital channels.
• Strong affinity with process- and operational management risk and IT.
• Exceptional analytical skills and problemsolving capabilities.
• Strong stakeholdermanagement and communication skills.
• The ability to balance strategic thinking with a fixer mindset during fraud incidents.

We redefine banking. What about you

There has never been a more interesting time to work at ING. Were on a journey thats centred around our customers powered by technology and driven by smart determined people. Our customers feel our people are empowering them to stay a step ahead in life and in business. Were proud of that!