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