Incident Management Lead - Customer Experience Center

Retail Banking Operations | ING Hubs Philippines

Help customers when it matters most.

At ING, we empower people to stay a step ahead in life and in business. When our customers experience service disruptions, they need more than answers. They need confidence that someone is listening, taking ownership, and driving resolution. That's where you come in.

We're looking for an Incident Management Lead to join our Customer Experience Center (CEC). In this leadership role, you'll guide a frontline team responsible for receiving, validating, and escalating customer-reported service incidents across retail banking channels. You'll play a critical role in ensuring customer concerns are handled effectively, operational risks are managed proactively, and stakeholders remain informed throughout the incident lifecycle.

If you're a people leader who thrives in fast-paced environments, excels at operational decision-making, and has a passion for delivering exceptional customer experiences, we'd love to meet you.

What You'll Do

Lead Customer Incident Management

As the first line of leadership in the incident intake process, you will:

• Lead the frontline team handling customer-reported incidents through chat and phone channels.
• Ensure reported issues are accurately assessed, validated, categorized, documented, and routed to the appropriate teams.
• Drive timely escalation of confirmed incidents and ensure customers receive clear and consistent updates.
• Act as a key connection point between the Customer Experience Center, Incident Management teams, technology teams, and country stakeholders.
• Support effective communication and coordination during service disruptions and critical events.

Inspire and Develop High-Performing Teams

You will:

• Lead, coach, and develop a customer-facing team responsible for incident intake and escalation.
• Foster a culture of accountability, customer focus, and continuous improvement.
• Manage operational performance, staffing, workload distribution, productivity, and service levels.
• Monitor and improve KPIs related to customer impact, operational efficiency, and incident handling effectiveness.
• Leverage incident trends and lessons learned to drive process improvements and risk mitigation initiatives.

About the Team

The Customer Experience Center serves as an important touchpoint for customers experiencing issues with banking products, systems, channels, or processes. As part of the Retail Banking Operations organization, the team helps ensure that customer concerns are understood, validated, and directed to the right resolution teams quickly and effectively.

You'll work alongside talented professionals across operations, technology, risk, product, and incident management functions to help deliver a reliable and customer-focused banking experience.

What We're Looking For

Required Experience & Skills

• Leadership experience within a contact center, service desk, customer operations, help desk, or incident management environment.
• Proven success leading customer-facing teams supporting chat and phone channels in service-level-driven operations.
• Strong decision-making, crisis management, prioritization, and problem-solving skills.
• Ability to evaluate complex or incomplete information and make sound escalation decisions.
• Excellent written and verbal communication skills with the ability to simplify complex topics for customers and frontline teams.
• Strong coaching, people management, and performance management capabilities.
• Experience working with incident management frameworks, ticketing systems, SLAs, knowledge management, and escalation processes.
• Ability to collaborate effectively with technology, operations, risk, product, and business stakeholders.

Minimum Qualifications

• Bachelor's degree in Business, Management, Risk Management, Information Technology, or a related field.
• Strong English communication skills.
• Experience in incident management, operational resilience, business continuity, service operations, or similar disciplines.
• Previous experience leading teams and coordinating cross-functional stakeholders.
• Willingness to work aligned to supported country operating hours and Philippine holidays when required.

Preferred Qualifications

• ITIL, Agile, Project Management, Risk Management, Business Continuity, or related professional certifications.
• Experience within banking, financial services, or other regulated industries.
• Experience establishing incident governance frameworks, response playbooks, executive reporting, and operational KPIs.

Why Join ING?

At ING, you'll have the opportunity to build a meaningful career while helping shape the future of banking.

You'll benefit from:

• A culture that values collaboration, diversity, and innovation.
• Opportunities to work with international teams and stakeholders.
• Continuous learning and professional development.
• Exposure to large-scale operational and customer experience transformation initiatives.
• The opportunity to make a tangible impact on customer trust and service reliability.

Equal Opportunity Statement

At ING, we believe that diversity of thought, background, and experience helps us create better outcomes for our customers and colleagues. We welcome applications from all qualified candidates and encourage individuals from underrepresented backgrounds to apply. Even if your experience doesn't perfectly match every requirement, we encourage you to submit your application if you're excited about the role.

Job Application Safety Reminder ⚠️

Please be aware of recruitment scams. ING will never request payment, bank account information, or financial transfers at any stage of the hiring process.

When applying:

• Submit applications only through official ING career channels and Workday.
• Verify communications originate from official ING recruitment sources.
• Never share sensitive financial information with unsolicited contacts.