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An Interview with Juultje van der Wijk, Global Head of Sales, Transaction Services, and Angelique Meddeler, Global Head of Client Services, ING Commercial Banking

This month, Helen Sanders, Editor, discusses ING’s recent restructuring with Juultje van der Wijk and Angelique Meddeler of ING Commercial Banking, including the factors that contributed to the decision and the benefits for customers.

What was the background to the transformation project on which ING has embarked?

Juultje van der Wijk: Customer satisfaction has always been at the heart of what we do at ING, and as our customers’ requirements change, we need to find new ways of meeting these evolving demands. For example, the working capital and liquidity agenda has become an imperative for many corporations, not least as bank facilities are becoming sparser as a result of Basel III. It is therefore more important for corporate treasurers that their banks can offer cohesive solutions that extend across the financial supply chain, such as receivables financing and supply chain financing in addition to traditional financing, payments and cash management. This requires a change of mindset amongst banks and corporates alike, in order to evaluate and leverage these opportunities.

At ING, it is vitally important to us that our organisation, culture and solutions reflect the new reality, in order to deliver the solutions and services that address our customers’ challenges. To see how we could do this most effectively, we undertook a detailed review of the way that we approach every aspect of our client relationships. One of the findings of this study was that we could improve the way we co-ordinate our customer approach across ING business lines and work together to develop integrated working capital solutions that exceed customer expectations.