Belgian banking activities are organisedaround two activities: Retail Banking and Wholesale Banking. This structureensures optimal efficiency and rapid decision-making processes.
In its approach, ING Belgium strives totake the specific requirements of its customers into account in full. Indeed,the financial service needs of an individual or a small firm differ entirelyfrom those of a large multinational corporation.
It is for this reason that individualsand companies are classified in several categories.
In Belgium, ING has two banking linesand conducts its retail activity via two branch networks:
RetailBanking focuses on individuals with account assetsof less than EUR 1 million and the self-employed, freelancers and smallcompanies booking annual revenue of less than EUR 4 million.
Apart from its branch network, ING Belgium uses the internet and mobilechannels as retail channels and implements a click, call or face approach.
The branch network (face), covering 748*offices spread across the whole of Belgium, remains an essentialfactor for establishing a close relationship with the customers.
(*Data at last semester 2013)
ING Belgium also offers direct channelslike the Self'Banks, Home'Bank, Mobile Banking and www.ing.be,which customers use for their day-to-day business. This allows traditionalbranches to focus on providing personal advice and sales. Turning to directbanking (click), ING is a marketleader. The bank adapts to the changing behaviour of its customers. Internetand mobile channels access are better integrated into the commercial approach, makingit possible to offer improved services and products. ING Belgium plays thedirect banking card without hesitation and is launching more and more onlineproducts.
Theinternet and the branch network are two complementary sales channels. INGBelgium also has support from its Contact Centre (call), which provides information to customers and sells a limitednumber of products.
In respect of rapid advances in IT andits use by our customers, ING Belgium has decided to adopt a retail approachand to introduce a new concept. ‘The Bankof today’ uses the internet as a fully-fledged sales channel in addition tothe traditional branches, which themselves have been transformed intoattractive sales points, geared to professional advice and sales, while highlightingthe proximity to the customer. The adage is "direct if possible, advise ifnecessary".
PrivateBanking serves wealthy customers, that is, thosewith portfolios of EUR 1 million or more.
Asset management can be discretionary (ING Private Banking takes fullresponsibility) or advisory (the client gives prior authorisation for alltransactions), or the client can manage the assets him or herself via the"private trading desk". Management is based on "openarchitecture", in which the investment funds of other banks or managementcompanies are also suggested. Hedge funds and structured notes are part of thisoffering.
The Midcorps& Institutionals segment focuses on medium-sized companies – sales of between EUR 4 and 250 million -and institutional clients likepublic services, hospitals, religious associations, teaching establishments,union organisations and pension funds. These clients represent an importantsegment for ING Belgium. However, they require a specific approach. They cancontact 16 business centres and business desks distributed over the wholecountry, as well as the branch network, of course.
ING Belgium has specialists in the field of transport and logistics,agriculture, food, real estate and so on. The Bank is also very attentive tothe family aspects of medium-sized companies, of which 70% are familybusinesses.
Apart from individuals, institutionalinvestors and companies form the core customer segment for ING Belgium.
ING Belgium offers a wide range of services to companies, from simple loans andleading-edge financial transactions to merger and acquisition advice. ING Belgium aims to help companies in each significant stage of their development.
In Belgium and Luxembourg, the ING group is activein the following fields: retail (including midcorp), private and commercial banking,life insurance, leasing and commercial finance.
In Belgium,the Group is also active in non-life insurance, Real Estate Development andReal Estate Investment Management.
Product Management & Client Services installs end-to-end responsibility and accountability, and is aligned with the strategic objectives of the client segments. “Client Services” institutionalises the focus on the client in all processes and to ensure the follow-up of the client’s end-to-end experience. While “Product Management » mission maintains the competitiveness of the existing offer, creates new products and innovates beyond banking.
New technological developments are continuously transforming the society and the banking industry. Therefore, the Information Technology Services (ITS) department strives to be an agile, output driven and performing IT division to support ING BE’s ambitions and to overcome challenges, i.e. building new capabilities in a timely manner in response to ever changing customer expectations whilst keeping robust yet efficient service delivery to both ING Belgium and global business units within ING Group.
With technology and customer behaviour changing faster and faster every day, ING needs to become a faster and smarter organisation as well. In 2015, ING Belgium introduced the Agile way of working in ITS. Agility is the capability of a company to rapidly change or adapt in response to changes on the market. In 2016, ING Belgium was awarded during the Learning & Development Awards for her Agile Learning Journey.
ING Belgium uses severalpartners (support departments) for its day-to-day operation and these also formpart of the ING Group's functional organisation. However, their activities arecharacterised by many local nuances. These support departments - such as HR,communication, audit, compliance and real estate - must take into considerationthe fact that ING Belgium is a company and bank under Belgian law.