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A Culture Of Customer Service
“Being a branchless bank, we have to ensure that every conversation with our customers is a telling one. You can’t just say ‘customer service is important’ if your actions don’t match that. Rhetoric and reality have to be aligned.”
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Vaughn Richtor
CEO
ING Direct
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ING Direct Chief Executive Vaughn Richtor recently reported a pre-tax profit of $111 million for calendar 2003. He expects customers to continue joining ING Direct at a rapid rate this year.
Learn how he created and continues to lead a culture focused on world-class customer service.
Vaughn will share his journey of leadership and vision that resulted in ING Direct’s highly successful entry into Australia’s competitive banking sector.
Vaughn Richtor
ING Direct
Vaughn Richtor represents a new breed of banker.
After a long international career, Vaughn now calls Australia home (at least for the next short while). He is Chief Executive Officer of ING Direct Australia where he has full responsibility for ING’s retail banking operation in Australia, including strategy and operations.
Vaughn has been instrumental in the development and implementation of the retail banking activities of ING in Australia, providing the leadership and vision necessary for ING Direct’s successful entry into the Australia retail banking market.
He joined the Netherlands based ING group of companies, which is one of the world’s largest and leading financial institutions, in 1991, and has experience in management and marketing in the United Kingdom and Ireland.
His career in the financial industry began in 1980 working in Corporate Finance and Corporate Treasury before joining the banking sector, including a period with ABN Amro in the UK.
Vaughn holds a BA (Honours) First Class, Business Studies and a Corporate Finance Diploma from the London Business School. He is currently a Director of ING Bank (Australia) Limited and a member of ING Direct Distribution Council (global).
Recognised as an international banking expert, Vaughn is also a Member of the UK Association of Corporate Treasurers, a Fellow of the Finance and Treasury Association of Australia and a Fellow of the Australian Institute of Banking and Finance.
He has a passion for sport (watching and playing) and collecting and playing vintage guitars.
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