Senior Consultant Business Incident Management

Bij ING gaan waardering en steun voor onze medewerkers vóór het zoeken naar extern talent. Als jij denkt dat deze vacature de juiste volgende stap is in jouw ING-carrière dan raden we je aan om te solliciteren. Als je vragen hebt over de vacature of graag meer wilt weten voordat je overgaat tot solliciteren, aarzel dan niet om contact op te nemen met de verantwoordelijke recruiter.
 

Within Domestic Bank Netherlands COO (DB NL COO) we are constantly looking for ways to improve our customer and employee experience. We are looking for a Senior Business Incident Management Consultant who can identify, analyse and implement structural improvements across the incident management domain.
 

Within the Strategy & Employee Experience (S&EE) domain, Business Incident Management Netherlands (BIM-NL) helps ING minimise customer and employee impact by managing incidents, identifying improvement opportunities and driving continuous improvement across the organisation.

The objective of BIM-NL is to mitigate customer and employee impact and ensure that learnings from incidents are translated into lasting improvements.

This means:

• Identifying recurring incident patterns and operational pain points.

• Analysing incidents, trends and customer and employee impact.

• Driving post-mortems and lessons learned activities.

• Translating findings into concrete improvement initiatives.

• Designing and implementing process, governance and tooling improvements.

• Improving reporting, dashboards and management information.

• Supporting operational resilience, DORA and incident governance initiatives.

• Challenging stakeholders on ownership, prevention and follow-up.

• Identifying opportunities for automation and AI-supported improvements.

• Supporting Business Incident Managers during high-impact incidents when required.

• Strengthening BIM-NL processes, controls, knowledge and ways of working.

You will work closely with Business Incident Management colleagues in the Netherlands and with Operations, IT, ING Hubs, Process Experts, Product Owners, Customer Experience teams, Delivery Tribes and other stakeholders across ING. Your role requires you to build bridges between teams and translate operational observations into structural improvements.
 

Reports hierarchically to

ING DB NL COO Business Incident Management Lead.

Business Incident Management Netherlands (BIM-NL) is part of the Strategy & Employee Experience (S&EE) domain within Domestic Bank Netherlands COO. BIM-NL acts as a bridge between Business, Operations and Technology. The team combines incident management, impact analysis, stakeholder alignment and continuous improvement to strengthen operational resilience and improve customer and employee experience.
 

Key responsibilities

• Drive continuous improvement initiatives based on incident data, customer and employee impact and operational observations.

• Identify and analyse structural weaknesses in processes, governance and controls.

• Translate findings into clear improvement proposals, implementation plans and measurable outcomes.

• Lead improvements from concept through implementation, adoption and evaluation.

• Facilitate post-mortems and ensure lessons learned are translated into sustainable change.

• Support operational resilience initiatives and incident governance activities.

• Develop and maintain reporting, dashboards, process documentation and management information.

• Improve BIM-NL capabilities, tooling and ways of working.

• Support stakeholders in implementing sustainable improvements.

• Build and maintain knowledge of ING products, services and customer journeys.

• Contribute to the further professionalisation of Business Incident Management.

Required experience

• You have a vision and solid knowledge of ING’s strategy, organisation and values.

• You have proven affinity with and knowledge of DB products, services, customer journeys and business processes.

• You have experience with Continuous Improvement, Operational Excellence, Consultancy, Operational Resilience or a comparable discipline.

• You have experience recognising change needs, describing the desired change and implementing improvements in complex environments.

• You have experience working with complex stakeholder landscapes and influencing without formal authority.

• Knowledge of one of the products and services domains like IRIS, Payments, Cards, Digital Channels, etcetera, is considered a strong advantage.

• Knowledge of ServiceNow, DORA, ITIL and Operational Resilience is considered a strong advantage.

• You understand how ING products and services are supported operationally and how incidents affect customers and employees.

• You have affinity with reporting, analysis, data-driven decision-making, AI and automation.

• You have a bachelor or master degree and are fluent in Dutch and English.

Competencies

• Excellent communication skills and the ability to present in both formal and informal settings.

• Strong analytical and problem-solving capabilities.

• Ability to identify trends, patterns, root causes and improvement opportunities.

• Strong stakeholder management and influencing skills.

• You build bridges by nature and connect different disciplines, stakeholders and organisational levels.

• Strong implementation focus; you do not stop at identifying opportunities but ensure improvements are realised and measured.

• Comfort with ambiguity and complexity.

• Emotional resilience and confidence.

• Ability to work independently and take ownership.

• Strong learning agility and curiosity.

• Data-driven decision-making.

• Talks open and honestly.

• Gives and acts on constructive feedback.

• Focused and result-oriented; able to function effectively both individually and in groups.

Rewards & benefits

We offer a brand new position in a bank empowering people to develop their skills and an exciting challenge for people with an entrepreneurial attitude. The possibility to develop your skills thanks to the expertise of our international teams, and our knowledge sharing culture.

We want to make sure that it’s possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions here.

The benefits of working with us at ING include:

• A salary tailored to your qualities and experience

• 36 or 40 hour workweek

• Individual leave: 24+2 individual holiday days based on a 36-hour workweek

• Diversity leave: 3 days per year (1.5 paid, 1.5 unpaid)

• CSR days: up to 2 days per year to actively engage in society by volunteering

• 13th month salary

• 8% holiday payment

• Individual Savings Contribution (BIS), 3.5% of your gross annual salary

• Mobility card

• Attractive pension scheme

• Hybrid working to blend home working for focus and office working for collaboration and co-creation

About us

With around 60,000 employees serving more than 38 million customers in over 40 countries, there is no shortage of opportunities for people with initiative who want to make a difference. We hire smart people like you for your potential, not your past. Our biggest expectation is that you’ll stay curious. Keep learning. Take on more responsibility. In return, we’ll back you and help you develop into an even better version of yourself.

If you want to work at the cutting edge of what’s possible, surrounded by progressive, inspiring, friendly and supportive colleagues, there is no better place to invest your talents than at ING. Join us and apply today.