Job Description

At ING, we're committed to helping our customers stay a step ahead by delivering safe, compliant and customer-focused banking experiences. We're seeking an experienced Senior Manager, Issues, Events & Remediation, partnering across Mortgages, Consumer Lending and Insurance to manage risk matters, regulatory obligations and customer outcomes in a fast-paced environment.

This is a highly visible leadership role where you'll lead a team responsible for managing events, issues, regulatory responses and customer remediation activities, while providing regular updates and insights to senior stakeholders and leadership teams.

This is an opportunity to lead a critical function within Retail Banking that helps protect customers, meet regulatory obligations and strengthen the way ING manages risk. You'll work with senior leaders across the business, influence strategic decisions and lead a team that plays a pivotal role in delivering safe and sustainable outcomes for our customers and the organisation.

What you'll do

• Lead and develop a team of specialists responsible for incident, event and remediation management across Mortgages, Consumer Lending and Insurance.
• Oversee the end-to-end management of significant incidents and events, including matters requiring immediate regulatory notification and escalation.
• Lead customer remediation activities, ensuring timely delivery, strong governance and positive customer outcomes.
• Prepare and deliver high-quality reporting and updates to executives and leadership forums, providing clear visibility of risks, incidents and remediation progress.
• Lead responses to regulatory enquiries, reviews and requests, coordinating stakeholders and driving outcomes to tight deadlines.

What we're looking for

• Proven people leadership experience, with a track record of building and leading high-performing teams.
• Strong incident, event or issue management experience gained within banking, insurance or broader financial services.
• Exceptional executive-level written and verbal communication skills, including preparation of papers, updates and reporting for senior leadership.
• Demonstrated experience managing regulatory responses and working with regulators on complex or high-profile matters.
• Strong decision-making, prioritisation and stakeholder management skills, with the ability to drive outcomes in a fast-paced environment with competing demands.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

About Us

At ING, we’re all about making life simpler and more rewarding - for the people who bank with us, the team members who work with us, and the communities we’re proud to support. Joining ING means stepping into an environment where your individuality isn’t just welcomed - it’s celebrated. We’ve built a culture that’s fun, inclusive, and supportive, giving you the freedom to be yourself, so you can do your thing.

Whether you’re taking ownership of exciting projects, thinking outside the box, or working with global colleagues, you’ll find ING is the kind of place where growth isn’t just a possibility; it’s a promise. As a WGEA Employer of Choice for Gender Equality and Family Inclusive workplace, you’ll feel the difference in how we value and champion our people.

We make hiring decisions based on your skills, capabilities, and how you align with our values - not on ticking every box. So, if you’re interested but don’t meet all the criteria, we encourage you to apply. We’re invested in fostering a diverse and inclusive workplace where everyone feels like they belong. We’re your allies in helping you do your thing during the recruitment process, so let us know (email below) if you require any support or adjustments when you apply

Sound like your kind of vibe? We can’t wait to hear from you!

(One last note: We operate using a direct talent sourcing model, so no agency introductions, please.)

ING is Australia’s most recommended bank according to RFI Global’s Consumer Atlas Survey, January–June 2025 (n = 29,510) when compared to customers of the 10 largest ADIs operating in Australia.

Need more? 

Contact: Skye Griffiths on skye.griffiths@ing.com

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: rpoteam.au@ing.com

Applications close Friday, 23rd October

#LI-DNI