Business Incident Management Consultant

• Identify recurring incident patterns and operational pain points
• Analyse incidents, trends, and customer and employee impact
• Drive post-mortems and lessons learned activities
• Translate findings into concrete improvement initiatives
• Design and implement process, governance and tooling improvements
• Improve reporting, dashboards and management information
• Support operational resilience, DORA and incident governance initiatives
• Challenge stakeholders on ownership, prevention and follow-up
• Identify opportunities for automation and AI-supported improvements
• Support Business Incident Managers during high-impact incidents when required
• Strengthen BIM-NL processes, controls, knowledge and ways of working
• Drive continuous improvement initiatives based on incident data and operational observations
• Identify structural weaknesses in processes, governance and controls
• Translate findings into improvement proposals, implementation plans and measurable outcomes
• Lead improvements from concept through implementation, adoption and evaluation
• Facilitate post-mortems and ensure lessons learned become sustainable change
• Develop and maintain reporting, dashboards, process documentation and management information
• Build and maintain knowledge of ING products, services and customer journeys
• Contribute to the professionalisation of Business Incident Management
• Work closely with BIM-NL colleagues, Operations, IT, ING Hubs, Process Experts, Product Owners, Customer Experience teams, Delivery Tribes and other stakeholders
• Take ownership of a substantial specialist domain within BIM-NL and use it to improve incident analysis, stakeholder engagement, tooling, follow-up and sustainable improvements
• Report hierarchically to the ING DB NL COO Business Incident Management Lead

• Vision and solid knowledge of ING’s strategy, organisation and values
• Proven affinity with and knowledge of DB products, services, customer journeys and business processes
• Experience with Continuous Improvement, Operational Excellence, Consultancy, Operational Resilience or a comparable discipline
• Experience recognising change needs, describing desired change and implementing improvements in complex environments
• Experience working with complex stakeholder landscapes and influencing without formal authority
• Knowledge of a products and services domain such as IRIS, Payments, Cards or Digital Channels is a strong advantage
• Knowledge of Service Now, DORA, ITIL and Operational Resilience is a strong advantage
• Understanding of how ING products and services are supported operationally and how incidents affect customers and employees
• Affinity with reporting, analysis, data-driven decision-making, AI and automation
• Bachelor or master degree
• Fluency in Dutch and English
• Excellent communication, analytical, problem-solving, stakeholder management and influencing skills
• Ability to identify trends, patterns, root causes and improvement opportunities
• Strong implementation focus and ability to 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
• Focused and result-oriented; able to function individually and in groups
• Specialist expertise in a substantial domain relevant to Business Incident Management

Demonstrates expertise in Continuous Improvement, Operational Resilience, and Business Incident Management, with a strong focus on data-driven decision-making and stakeholder engagement. Capable of leading initiatives from concept through implementation, ensuring measurable outcomes and sustainable change.

• Continuous Improvement
• Operational Resilience
• Stakeholder Management
• Data-Driven Decision-Making
• Incident Analysis

• Incident Analysis
• Process Improvement
• Governance Design
• Automation Identification
• Reporting and Dashboard Development
• Change Implementation
• Root Cause Analysis
• Operational Excellence
• Complex Problem-Solving
• Knowledge of ING Products

• Excellent Communication
• Analytical Skills
• Influencing Skills
• Emotional Resilience
• Learning Agility

• Business Incident Management
• Customer Journeys
• Operational Processes
• Stakeholder Engagement
• Complex Environments

• Service Now
• DORA
• ITIL
• AI
• Automation Tools