Belgian banking activities are organised around two activities: Retail Banking and Wholesale Banking. This structure ensures optimal efficiency and rapid decision-making processes.
In its approach, ING Belgium strives to take the specific requirements of its customers into account in full. Indeed, the financial service needs of an individual or a small firm differ entirely from those of a large multinational corporation.
It is for this reason that individuals and companies are classified in several categories.
In Belgium, ING has two banking lines and conducts its retail activity via two branch networks:
Retail Banking focuses on individuals with account assets of less than EUR 1 million and the self-employed, freelancers and small companies booking annual revenue of less than EUR 4 million.
Apart from its branch network, ING Belgium uses the internet and mobile channels 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 essential factor for establishing a close relationship with the customers.
(*Data at last semester 2013)
ING Belgium also offers direct channels like the Self'Banks, Home'Bank, Mobile Banking and www.ing.be, which customers use for their day-to-day business. This allows traditional branches to focus on providing personal advice and sales. Turning to direct banking (click), ING is a market leader. The bank adapts to the changing behaviour of its customers. Internet and mobile channels access are better integrated into the commercial approach, making it possible to offer improved services and products. ING Belgium plays the direct banking card without hesitation and is launching more and more online products.
The internet and the branch network are two complementary sales channels. ING Belgium also has support from its Contact Centre (call), which provides information to customers and sells a limited number of products.
In respect of rapid advances in IT and its use by our customers, ING Belgium has decided to adopt a retail approach and to introduce a new concept. ‘The Bank of today’ uses the internet as a fully-fledged sales channel in addition to the traditional branches, which themselves have been transformed into attractive sales points, geared to professional advice and sales, while highlighting the proximity to the customer. The adage is "direct if possible, advise if necessary".
Private Banking serves wealthy customers, that is, those with portfolios of EUR 1 million or more.
Asset management can be discretionary (ING Private Banking takes full responsibility) or advisory (the client gives prior authorisation for all transactions), or the client can manage the assets him or herself via the "private trading desk". Management is based on "open architecture", in which the investment funds of other banks or management companies are also suggested. Hedge funds and structured notes are part of this offering.
The Midcorps & Institutionals segment focuses on medium-sized companies – sales of between EUR 4 and 250 million – and institutional clients like public services, hospitals, religious associations, teaching establishments, union organisations and pension funds. These clients represent an important segment for ING Belgium. However, they require a specific approach. They can contact 16 business centres and business desks distributed over the whole country, 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 to the family aspects of medium-sized companies, of which 70% are family businesses.
Apart from individuals, institutional investors and companies form the core customer segment for ING Belgium.
ING Belgium offers a wide range of services to companies, from simple loans and leading-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, ING Group is active in 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 and Real 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 Belgium’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 several partners (support departments) for its day-to-day operation and these also form part of the ING Group's functional organisation. However, their activities are characterised by many local nuances. These support departments - such as HR, communication, audit, compliance and real estate - must take into consideration the fact that ING Belgium is a company and bank under Belgian law.