Operational specialist / Business Incident Management NL

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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 an operational specialist to help manage incidents that impact ING customers and employees.
 

Within the Strategy & Employee Experience (S&EE) domain, Business Incident Management Netherlands (BIM-NL) helps ING minimise customer and employee impact by identifying, managing and resolving incidents while continuously improving the way disruptions are handled across the organisation.

The objective of BIM-NL is to mitigate customer and employee impact by managing incidents and ensuring that issues are identified quickly, handled correctly and resolved efficiently.
 

This means:

• Acting as a first point of contact for colleagues reporting potential incidents.
• Analysing and validating customer and employee issues.
• Creating, monitoring and coordinating incidents in ServiceNow.
• Supporting the Controller role during daily operations.
• Monitoring operational signals across Teams, dashboards, call registrations and incident queues.
• Following up with resolving parties to ensure progress is made.
• Contacting customers when additional validation is required.
• Verifying whether incidents have actually been resolved.
• Escalating larger or recurring issues when necessary.
• Supporting communication towards stakeholders during incidents.
• Identifying recurring issues and opportunities for improvement.
• Supporting BIM-NL in the continuous improvement process.

You will work closely with your Business Incident Management colleagues in the Netherlands. During incidents you will work with Operations, IT teams, ING Hubs, Process Experts, Product Owners, Delivery Tribes and other stakeholders across ING.
 

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, ensuring incidents are properly understood, managed and resolved. By combining operational expertise, incident management and stakeholder alignment, BIM-NL helps strengthen operational resilience and improve the experience of both customers and employees.
 

Key responsibilities

• Coordinate customer and employee impact during incidents in close collaboration with stakeholders.
• Create, monitor and maintain incident records in ServiceNow.
• Support daily operational control and incident coordination activities.
• Validate incident information and ensure high-quality registration.
• Follow up on incidents with resolving parties and stakeholders.
• Support communication and stakeholder alignment during incidents.
• Identify recurring issues and opportunities for improvement.
• Support continuous improvement initiatives based on incident observations and operational data.
• Maintain relevant process documentation, dashboards and operational information.
   

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 and processes, including Payments, Daily Banking, Channels and related customer journeys.
• You understand customer and employee impact and the importance of operational continuity.
• You have experience working in operational environments and in teams with multiple stakeholders.
• Knowledge of ServiceNow (SNOW) is considered an advantage.
• Knowledge of IRIS is considered an advantage.
• You have strong analytical skills and attention to detail.
• You have a bachelor degree or equivalent working and thinking level.
• You are fluent in Dutch and English.

Competencies

• Excellent communication skills and a hands-on mentality.
• Strong analytical and problem-solving skills.
• Ability to present in both formal and informal settings.
• You are supportive and knowledgeable.
• You build bridges by nature and connect different teams, disciplines and stakeholders.
• Emotional resilience and confidence; you remain calm and continue to perform under pressure.
• Strong stakeholder management skills.
• Learning agility and curiosity.
• Focused and result-oriented; able to function effectively both individually and in groups.
• Talks open and honestly.
• Gives and acts on constructive feedback.
• Takes ownership and follows through on commitments.

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.