Incident Management Senior Analyst

Senior Analyst | Retail Banking Operations Incident Management

Make a Difference in the Future of Banking

At ING, we empower people to stay a step ahead in life and in business. As one of the world's leading digital banks, we are continuously transforming banking through innovation, technology, and customer focus. Join ING Hubs Philippines, a diverse and dynamic organization supporting global Retail and Wholesale Banking operations, and be part of a team that helps deliver exceptional customer experiences every day.

About the Role

We are looking for a Senior Analyst - Retail Banking Operations Incident Management to provide world-class support to customers by managing incidents, resolving inquiries, and ensuring timely communication throughout the incident lifecycle.

In this role, you will act as a critical link between customers, operations, and technology teams, helping to identify, track, escalate, and resolve customer-reported issues while maintaining the highest standards of service excellence.

What You'll Do

Customer Incident Management

• Handle customer incident reports received through chat and phone channels.
• Assess, validate, categorize, and document reported issues accurately.
• Escalate confirmed incidents in accordance with established processes and service level agreements.
• Keep customers informed through clear, timely, and professional communications.
• Monitor incident tickets and drive follow-up actions to completion.
• Partner with Operations, Technology, Incident Management, and country teams to support issue resolution.
• Identify recurring issues and provide recommendations for process improvements.
• Maintain accurate records of customer interactions and incident activities.
• Ensure compliance with regulatory, operational risk, and data privacy requirements.
• Contribute to continuous improvement of procedures, knowledge articles, and operational practices.

Contact Center Operations

• Deliver exceptional customer service while meeting quality and productivity targets.
• Manage multiple customer interactions with professionalism and accuracy.
• Investigate and resolve customer concerns using available systems and tools.
• Support business continuity and incident response activities when needed.
• Participate in training, coaching, and process improvement initiatives.
• Share knowledge and best practices with colleagues to strengthen team performance.

What We're Looking For

You may be a great fit if you have:

• A college degree or relevant professional experience within Banking, Shared Services, Incident Management, Customer Service, or BPO environments.
• Strong English communication skills, both written and verbal.
• Experience using ticketing systems, CRM platforms, and knowledge management tools.
• Excellent analytical, problem-solving, and stakeholder management skills.
• The ability to work effectively in a fast-paced, customer-focused environment.
• A collaborative mindset and willingness to work across global teams.
• Flexibility to support varying shifts, weekends, and holidays when required.
• Commitment to quality, compliance, and operational excellence.

Why Join ING?

At ING, you'll have the opportunity to:

✅ Be part of one of the world's most innovative digital banking organizations.
✅ Work in a diverse and inclusive global environment.
✅ Develop skills in incident management, banking operations, and customer experience.
✅ Collaborate with international teams across multiple countries.
✅ Enjoy competitive compensation and employee benefits.
✅ Build a meaningful career while helping shape the future of banking.

Our Commitment to Diversity and Inclusion

ING is committed to creating an inclusive workplace where everyone can thrive. We welcome applications from all qualified candidates regardless of age, disability, ethnicity, gender identity, marital status, nationality, religion, sexual orientation, socioeconomic background, or other protected characteristics. We believe that diverse perspectives help us better serve our customers and strengthen our business.

Important Notice

ING never requests payment, financial information, or personal banking details during any stage of the recruitment process. If you receive suspicious communications claiming to represent ING, please report them through official ING channels.