Darlene Kwee and Mathijs van Vliet
Our ambition? To be the bank our clients call first, and to grow together with them
ING’s Wholesale Banking/Transaction Services (WB/TS) team is responsible for day-to-day banking matters for corporate clients. Within the team, the account managers are seen as the clients’ trusted advisors, says Mathijs. He is manager of the Dutch WB/TS account manager team and also Global Head of Transaction Services Account Management. Darlene works as an account manager in the Dutch team.
Mathijs: “Our team builds long-term, constructive relationships with our corporate clients, based on knowledge and trust. As an account manager, you are their sparring partner. You interact with treasurers and cash managers, who have their own ideas about liquidity management and organising their company cash flows. It’s your role to help and advise them on business continuity and optimisation opportunities. That can be pretty challenging.”
Darlene: “Every client comes with different challenges so you must be adaptable. Before you start, you need extensive cash management knowledge. It’s crucial to invest in that knowledge and in your personal development, but that’s well taken care of here. Besides the thorough learning programme with job-related training courses, your immediate colleagues are always happy to help you.” Mathijs: “Plus there’s the international WB/TS community, where we exchange our knowledge and experience.”
Finger on the pulse
“Each account manager has around 15 large clients, preferably all within the same sector,” says Darlene. “Our Client Services teams handle the day-to-day operations, and we work closely with them. We are the point of contact in the case of larger or more complex projects, such as acquisitions or major investments. Thanks to regularly getting together with the client’s cash manager or treasury manager, we know when such projects are in the pipeline.” Mathijs: “This enables us to keep our finger on the pulse. Additionally, we keep the client informed about relevant new developments such as legislation and regulations.”
Solutions to help clients get ahead
Darlene: “What I enjoy most about this role is working proactively with clients, seeing opportunities and finding solutions that help them to get ahead. It gives me a boost when clients expand their business with us as a result of my efforts. For example, after I’d advised one client on a complex bank guarantee, that experience contributed to them choosing us for their cash management too.”
Mathijs: “Our role goes beyond advice. We want to be the bank that our clients call first, and we want to exceed their expectations. We want to make – and keep – each client happy. That means we also dare to say ‘no’ if it’s in the client’s best interests. It’s never a case of you say jump, we say ‘how high?’. You need confidence for this role, and you need to constantly balance the client’s and ING’s interests.”
Rewarding time
Darlene: “If that appeals to you, then there’s no better place to work. You join a professional and lively team and get all the tools you need to be good at what you do, plus there’s plenty of scope for personal development.” Mathijs: “You can have a very challenging and rewarding time here, and make great progress. And depending on your experience and personal ambitions, we also encourage you to spend some time working abroad after a while. That’s beneficial for both you and the bank.”
Darlene
studied Law and did her internship as a paralegal at ING in 2010. In 2012, she started at ING as her first job. Darlene has two young daughters. She enjoys boxing, running and yoga, and also loves trying new things and gaining new insights, whether by travelling, reading or listening to podcasts.
Mathijs
has completed multiple degrees, including in Economics and Data Science. He joined ING in 2010 and has worked in various management roles, including as an interim manager abroad. Mathijs coaches his daughter’s football team and is a member of a ‘social cooking club’. He enjoys skiing and running.