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