SME - Global Business Incident Manager

About the Role

As a Consultant / Senior Consultant – Global Business Incident Management (GBIM), you will play a critical role in managing the business impact of major incidents across Wholesale Banking, including Transaction Services, Payments & Settlement Services (PSS), Financial Markets, Group Treasury, and Lending.

You will serve as the bridge between Business, Operations, and Technology teams, ensuring timely escalation, effective stakeholder coordination, clear client-impact visibility, and swift incident resolution. Beyond incident management, you'll help drive ING's digital transformation agenda through automation, analytics, and AI-enabled solutions that improve operational resilience and client experience.

This is a high-visibility role offering extensive interaction with global stakeholders and the opportunity to make a direct impact on ING's business continuity and operational excellence.

Key Responsibilities

Incident Management & Coordination

• Coordinate and manage Priority 1, 2, and 3 business incidents across Wholesale Banking domains.
• Act as the primary business representative during incident situations involving Operations, Business, and Technology stakeholders.
• Participate in incident war rooms, ensuring business priorities and client impacts are effectively represented.
• Collaborate with WB Technology, COO teams, IBSS, Product Owners, Process Owners, and Delivery Teams.
• Drive the timely escalation, tracking, communication, and resolution of incidents.

Client Impact & Communication

• Assess, quantify, and communicate client, financial, and operational impacts resulting from incidents.
• Coordinate communication updates with Client Services teams and senior stakeholders.
• Support aftercare activities, including client impact mitigation, follow-up actions, and incident closure communications.
• Ensure transparency and consistency in stakeholder communications throughout the incident lifecycle.

Automation, Analytics & Digital Transformation

• Identify opportunities to automate manual or repetitive incident management activities.
• Work closely with Automation, Robotics, AI, and Digital teams to enhance:
  • Incident tracking and reporting
  • Root cause analysis
  • Client impact visibility
  • Operational efficiency
• Support the development of dashboards and management reporting on:
  • Incident frequency and severity
  • Root-cause trends
  • Resolution timelines
  • Response effectiveness
• Contribute to ING's Operational Resilience and GBIM maturity initiatives.

Governance & Reporting

• Maintain accurate incident records, documentation, and audit trails.
• Prepare and deliver management information and reporting for global stakeholders.
• Support compliance with Operational Resilience, Risk Management, Crisis Management, and Business Continuity frameworks.
• Contribute to continuous improvement initiatives that strengthen incident management processes and controls.

What We're Looking For

Qualifications

• Bachelor's Degree or equivalent professional experience.
• Background in Banking, Finance, Risk, Operations, Information Technology, or a related discipline is preferred.

Experience

• Proven experience in one or more of the following areas:
  • Incident Management
  • Payments Operations
  • Transaction Services
  • Lending Operations
  • Financial Markets
  • Banking Operations
  • Operational Risk
• Experience working within a financial institution or payment-related environment.
• Exposure to global, cross-functional teams across Business, Operations, and Technology.

Automation & AI Capabilities

Hands-on experience with one or more of the following:

• Microsoft Power Platform (Power Automate, Power Apps, Power BI)
• Copilot-based or AI-enabled solutions
• VBA or automation tools
• Dashboard development and management reporting

You'll be someone who can identify operational challenges and proactively develop practical automation or digital solutions that drive measurable business improvements.

Skills & Competencies

• Strong analytical and problem-solving skills
• Exceptional stakeholder management capabilities
• Excellent written and verbal communication skills
• Ability to perform effectively in high-pressure, time-critical situations
• Highly organized and detail-oriented
• Strong sense of ownership and accountability
• Client-focused mindset
• Results-driven with a passion for continuous improvement
• Advanced proficiency in Microsoft Office applications