Project Manager - Global Incident Management (Incident Coordinator)

Project Manager – Global Incident Management (Incident Coordinator)

Background on what ING is about (Generic ING background):

ING Hubs Philippines (ING Hubs PH) is an international part of the ING organization delivering services to many Business Units across the world for both Wholesale Banking and Retail Banking activities. Working for ING Hubs PH means working with the most diverse workforce and where no challenge is the same.

At ING our purpose is to empower people to stay a step ahead in life and business. We believe that sustainable progress is driven by people with the imagination and determination to make a better future for themselves and those around them.

ING is changing what banking is. For you, that means plenty of opportunities for personal growth in a continuously evolving environment. If this is the environment you thrive in, then apply and join us in changing the future of banking!

Job Overview

Within WB COO Digital Client Services, 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 Business Incident Management domain (GBIM), consisting of a GBIM team in 3 different locations. The objective of the WB GBIM team is to manage the “business end” of a major incident for multiple departments within ING, such as Transaction Services, PSS, Lending, Trade and FM.

We are seeking a highly skilled and strategic Project Manager to lead the expansion of our Global Business Incident Management (GBIM) Team into a bank-wide function. This role is critical in enhancing our enterprise-wide incident response capabilities, ensuring consistent, timely, and effective management of business disruptions across all regions and business units.

Key Responsibilities/ Capabilities

• Project Leadership & Strategy
• Lead the end-to-end delivery of the GBIM expansion project, from planning through execution and transition to BAU.
• Define project scope, goals, deliverables, and success metrics in alignment with executive sponsors and stakeholders.
• Develop and maintain a detailed project plan, including timelines, resource allocation, risk management, and budget tracking.
• Collaborate with senior leaders across business lines, technology, operations, compliance, and risk to ensure alignment and buy-in.
• Develop training, communication, and onboarding materials for impacted teams.
• Process & Framework Development
• Standardize incident response protocols, escalation paths, and reporting mechanisms across the bank.
• Integrate the GBIM function with existing risk, crisis management, and business continuity frameworks.
• Performance & Reporting
• Establish KPIs and reporting dashboards to monitor incident response effectiveness and project milestones.
• Provide regular updates to executive sponsors, steering committees, and regulatory bodies as required.

Minimum Qualifications and Capabilities

• Bachelor’s degree in Business, Risk Management, IT, or related field (Master’s preferred).
• 7+ years of project management experience, preferably in financial services or global enterprise environments.
• Proven experience in business continuity, incident management, or operational resilience programs is a plus.
• Strong understanding of regulatory requirements (e.g., DORA, FFIEC, PRA) related to operational resilience is a plus.
• PMP, PRINCE2, or Agile certification is a plus.
• 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.
• Excellent communication and presentation skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Talks open and honestly, is a trustworthy sparring partner.
• Gives and acts on constructive feedback.