Roel Louwhoff

I joined the Bank in November 2021 and am responsible for leading the digital transformation of the Bank into an agile, digital and future-focused organisation. I spearhead the Bank’s tech strategy and the development of its technology systems and infrastructure which support our customers and employees globally and lead the innovation agenda of the Bank.

Chief Operations Officer and Chief Transformation Officer at ING, as well as member of the Management Board Banking. Globally responsible for Operations & IT, change management and tasked with transforming ING into one global digital bank by uniting people, platforms, processes, products and priorities. Responsibilities also include chairmanship of the Bank’s Non-Financial Risk Committee, data privacy (GDPP), Know Your Customer (KYC), Customer Access Management (CAM), Enterprise Risk Management (ERM), Internal Control Framework (ICF), MiFID, FATCA and US Withholding.

Responsible for roll out of knowledge and insights gained during the delivery phase of London2012 Olympics towards customers and BT itself. Aim was to add revenue to BT's topline as well as helping (potential) customers of BT to understand what BT is capable of based on what was delivered during London2012 besides the widely known capabilities around delivery of Telecom solutions. Facilitated and sold projects around integrated and end-to-end turnkey solutions based on Telecom Solutions, Data-security, Hosting, TV, etc. Work resulted in adding new logo's to BT's customer base, more in-depth growth of existing client relationships, developing new industries and considerable growth of BT's Topline.

Currently responsible for the Operations of BT Group. Member of BT’s Operating Committee and Design Council. Accountable for over £4 billion operating budget and directly leading a team of around 15,000 people and have the responsibility of over 40,000 BT people in 55 countries. Responsibility for BT’s internal as well as Customers’ Global Networks, Datacentres, Applications and Services including Service Centres and Network Operations Centres and Contact Centres. Responsible for BT’s Security organisation including BT’s position as 6th largest data-processing position worldwide and build-out of this unit in commercial sense. Joint responsibility with CEO’s of Retail, Global Services and Wholesale for all service activities in those three Market-Facing Units. Working closely together with Retail, Wholesale and Global Services on their propositions, forecasts and offerings as well as being responsible for the End-to-End processes and Customer Experience for to-be developed, developing, launching and existing products and services. Has been responsible for the integration of BT’s internal, as well as, BT’s customers’ IT and Network organisations and platforms. Has delivered 45% cost savings to the overall Operational Organisation 1 year ahead of the 3 year plan while simultaneously considerably improving the Customer Experience inside BT Operate as well as end-to-end for BT’s customers. Olympic Board Member for BT with overall responsibility for the Olympic and Paralympic Games. BT is the official communications services partner for the London 2012 Games delivering a single communications network across 94 locations. Every official photograph and sports report and millions of calls, emails, texts and tweets were carried over BT's communications network - on an unprecedented scale. BT's successful delivery of the communications for the Olympics and Paralympic Games was called out specifically by LOCOG and IOC as a "Spectacular Delivery".

Financial accountability for £1.5 billion operating budget and leading a team of 15,000 people. Additional responsibilities included leading and executing the Global Sourcing strategy across the global sector. Re-organised the function on three occasions to gain optimum efficiencies, thereby improving the overall customer experience. Consolidated all network activity into one function and in doing so have increased reliability and quality for the Customer. Introduced automation and self service to the customer which overall has seen external Customer Satisfaction increased.

Member of the ClientLogic Worldwide Leadership Team. COO responsibilities include overall management of Operations - HR, IT, Quality, (Strategic) Account Management, Program & Project Management, Solution Planning & Development. Key activities include the managing of cost and quality initiatives on a global basis. Provided leadership for a team of 6,000 plus people

Managed a number of diverse projects across industries and disciplines. Hands on knowledge gained in Telecom, Banking, Utilities, Defense, Research, Government and Retail sectors with experience and skills gained in the area of Change Management, Customer Care, Business Process Reengineering, Procurement, IT, Sales and Marketing. Varied large scale international projects undertaken. Key Achievements: Accelerated career progression, identified as fast track talent. Developed start up Change Management practise in Benelux.