Your role & work environment

You will join the Operational Excellence and Safe Business structure, a center of expertise designed to ensure that ING’s activities are controlled, resilient, and compliant in an increasingly complex and volatile environment. In this context, your role focuses specifically on Operational Resilience and Crisis Management, in line with regulatory expectations such as DORA and ECB supervisory standards,ensuring that ING can anticipate, withstand, respond to, and recover from disruptions while continuing to deliver critical services.

As Expert Lead Operational Resilience and Crisis Management, you act as an authority in the DORA Regulation & ING Operational Resilience Control, strengthening control frameworks, resilience capabilities, and crisis preparedness across the organization. You ensure that operational resilience requirements are embedded in business processes, decision‑making, and transformation initiatives, and that crisis management structures are clear, tested, and effective. At the same time, you drive continuous improvement and change by aligning control activities with transformation initiatives, new ways of working, and evolving business priorities.

Your contribution enables the organization to move from reactive risk management to proactive resilience, ensuring operational continuity, regulatory compliance, and confidence from regulators, senior management, and stakeholders.

Role purpose and responsibilities

As Expert Lead Operational Resilience and Crisis Management, you lead a team of experts, set standards for your expertise domain, and take responsibility for developing, safeguarding, and evolving business control and resilience capabilities in line with DORA, ECB and internal governance frameworks.

You combine deep expertise in risk management, non‑financial control, operational resilience, and crisis management with strong transformation leadership. You ensure that resilience and crisis preparedness are fully integrated into strategic planning, operational execution, and change initiatives across the scope of ING in Belgium.

Key responsibilities

• Act as a first line of defense authority, taking ownership of non‑financial risks related to operational resilience and crisis management, including ICT and third‑party dependencies.
• Define, implement, and continuously improve operational resilience, and crisis management frameworks in line with regulatory expectations and internal standards
• Ensure critical business services, processes, and dependencies are identified, assessed, and managed with appropriate resilience measures
• Lead crisis management governance, including roles, responsibilities, escalation mechanisms, and decision‑making structures
• Act as a trusted business partner to internal stakeholders, providing expert advice on risk, resilience, crisis preparedness, and continuity planning
• Translate complex risk, resilience, and performance data into clear insights, scenarios, and recommendations for senior management
• Lead performance management within your area of responsibility, including resilience KPIs, incident learnings, and corrective actions
• Build and develop team capabilities in operational resilience, crisis management, and change delivery
• Identify opportunities to simplify, optimize, and automate control and resilience processes through data‑driven and technology‑enabled solutions
• Lead and support transformation initiatives impacting operational resilience, ensuring alignment with change methodologies and execution discipline
• Strengthen assurance, testing, and review mechanisms (including crisis simulations and resilience testing) to provide confidence in preparedness and recovery
• Foster a strong risk and resilience culture that promotes accountability, transparency, learning from incidents, and continuous improvement

Success profile

We are looking for someone who demonstrates:

• Strong leadership skills, able to build and lead expert teams in complex and high‑impact domains
• Deep expertise in operational resilience, crisis management, and risk governance
• A transformation mindset, able to embed resilience and crisis preparedness into change and day‑to‑day operations
• Strategic insight, connecting resilience objectives with business priorities and regulatory expectations
• Strong ability to manage complexity, uncertainty, and time‑critical situations
• Excellent stakeholder management skills, including interaction with senior management and regulators
• Clear and confident communication, especially in high‑pressure or crisis‑related contexts
• High levels of integrity, ownership, and accountability
• Learning agility and openness to innovation, technology, and new risk management practices
• A collaborative style that builds trust, clarity, and shared ownership across teams

Recommended qualifications

• Master’s degree or equivalent
• Extensive experience in business control, risk management, operational resilience, crisis management, or related domains
• Proven leadership experience managing expert teams and complex portfolios
• Strong knowledge of DORA, ECB supervisory expectations, and resilience‑related regulatory frameworks
• Experience in transformation, change delivery, or continuous improvement initiatives
• Ability to operate at senior management level and influence strategic and operational decisions

Employee experience and benefits

ING supports your professional development and wellbeing. You will benefit from a high level of autonomy, a hybrid working model, and the opportunity to work on highly strategic topics such as operational resilience and crisis preparedness, with direct impact on the safety and continuity of the organization.

In addition, ING offers competitive compensation, health coverage, retirement benefits, paid time off, and access to learning, mobility, and wellbeing programs. We foster an inclusive environment that values expertise, learning, and innovation.

Questions? Just ask
Paulina Cupriak