Job Properties
  • Job Type
    Full-time Position
  • Background
    Finance and Economics
    Management & Business Others
  • Languages
  • Experience Required
    3 - 5 Years
  • Degree Required
    • Province
    • Date Posted
      October 23,2020
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    Global Process Lead Incident Management

    Within WB/COO TS-GT/Expertise Team Daily Banking we are constantly looking for ways to improve our customer’s experience. Fully in line with the WB Global Process Leader Management Framework we have established a team of process leaders driving the quality of the Customer Daily Banking Experience.

    One of the process domains is the Global Incident Management domain (GBIM), consisting of a GBIM team of 4 FTE which will be extended towards 6 FTE. The objective of the WB GBIM team is to mitigate client impact by managing the “business end” of a major incident. This means:

    • Making Client Impact clear
    • Aligning with WB Tech and participating in War Rooms
    • Organise Client Communication regarding the incident
    • Media management regarding the incident
    • Informing all relevant ING stakeholders via mails or conference calls
    • Organising and facilitating the CMO incidents (escalation platform)
    • Arrange aftercare

    Besides this, the GBIM team is constantly improving the global incident management process and the underlying processes to prevent and reduce incidents.

    As a Process Leader you make sure that ING’s key processes deliver competitive advantage and if not, that the right fixes are implemented in a consistent way across functions and locations. You will work closely with IT teams, IBSS teams, process experts, P&L owners of all WB business lines, relevant delivery tribes and process participants across the value chain. Starting point for all initiatives are the needs and expectations of our clients.

    Key responsibilities;

    • Coordinates the business impact when a P1 or major incident occurs in close collaboration with all stakeholders.
    • Develops process vision, objectives and KPIs of the global incident management process.
    • Designs, monitors and improves the global incident management processes according to customer, business (P/L) and legal requirements
    • Creates and monitors that consistent and comprehensive dashboards are in place to measure, benchmark and analyze the performance of the global incident management process
    • Performs root cause analyses of P1 and major incidents. Proposes improvement initiatives to reduce and prevent incidents. Monitors and escalates actionable stories towards PO of the Tribes.
    • Leads process review boards and participates/aligns in squads (tribe) and IT teams, also via subject matter experts and local process leaders.
    • Drives process improvements in the whole chain on both the incident management process and problem solving (preventing and reducing incidents)
    • Involves appropriate stakeholders in process performance reviews, improvement decisions, planning and implementation of process improvements.

    Required experience

    • You have a vision and solid knowledge of ING’s strategy, organization and values.
    • You have proven affinity with and knowledge of WB products and processes (Payments, Channels, FM) and needs of our WB Clients.
    • You have a significant track record in driving change and improving end-to-end processes.
    • You have a strong consulting background, have worked in different ING areas and you have thorough knowledge of and experience with ING’s international landscape.
    • You have (international) experience in complex organizations and a bird’s eye view on ING’s business processes and, risks and associated controls.
    • You have minimum 5 years’ experience within ING, a large ING network and you are able to effectively manage senior stakeholders.
    • You have an academic or master degree and are fluent in English.


    • Excellent communication, convincing and advisory skills, ability to present in both formal and informal settings and in different levels.
    • You are professionally sceptic, knowledgeable and solution oriented.
    • You build bridges by nature and are able to bridge different levels, different people and different cultures.
    • Emotional resilience and confidence: adapts easily to new environments, remains calm and continues to perform under pressure.
    • Strong stakeholder management across WB business lines and ING locations, you get people on board and ensure necessary buy in.
    • Strong analytical, influencing and learning skills.
    • Advocates process management and – improvements.
    • Is focused and result oriented, ability to function effective both individually and in groups.
    • Talks open and honestly, is a trustworthy sparring partner.
    • Gives and acts on constructive feedback.

    More specific

    As the GBIM team has a 24/7 availability, stand by shifts during the weekends and nights are required on a regular base.

    What we offer

    A job from 36 to 40 hours and a unique offer that fits in with the times of today. We take into account your home situation and your ambitions and help you to balance work and private life. Discover yourself our employment conditions.;

    • A salary tailored to your qualities and experience;
    • Flexible working hours and the possibility to work at home;
    • Reimbursement for travel expenses;
    • 24 vacation days with a 36-hour working week. If you work 40 hours a week, you will receive 27 vacation days;
    • Pension scheme;
    • 13th month salary;
    • Individual Savings Contribution (BIS), 3.5% of your gross annual salary;
    • 8% Holiday payment;
    • Personal growth and challenging work with endless possibilities to realize your ambitions;
    • An informal working environment with innovative colleagues who strive for the very best.


    Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the “Apply” button.

    Please note, multiple interview steps involving various business stakeholders will be part of the selection process.

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