About this role
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