Business Improvement, Insights and Reporting Manager

ING Australia are looking to recruit a Business Improvement, Insights and Reporting Manager to work with our Financial Health team in the COO division in Sydney.

The role is part of the Financial Health Leadership team and is an active contributor in delivering the agreed vision and strategy for the financial hardship and collections functions. The Financial Health team is responsible for managing ING Australia's teams working on financial hardship and collections activities with significant regulatory oversight.

As the Business Improvement, Insights and Reporting Manager you will identify, lead, drive and implement business improvement activities across the team ensuring adherence to our regulatory obligations.  You will be responsible for providing analytical insights on financial hardship and collections metrics and data and the development and delivery of relevant reporting/papers, including Committee's, Boards, and business forums. You will play a key role in program wide initiatives as an expert in this field.

You will be integral in the remediation of issues and events and perform root cause analysis identifying process improvement solutions for prevention of recurrence.  You will also have oversight of the control environment providing guidance and uplift as required.

Ready to make an impact?

What you'll do

• Identification and implementation of Business Improvement activities
• Provide strategic and critical thinking within Financial Health and provide leadership with a solutions-based approach
• Analytical insights across the Financial Health domain, being an expert in identifying opportunities based on data driven decision-making
• Development and delivery of Financial Health reporting/papers, including but not limited to Committees, Boards and internal forums, external bodies both local and global
• Implement strategic business initiatives relating to business improvement and analysis
• Perform a lead role in program wide initiatives, overseeing SME team members
• Remediation of issues and events, performing root cause analysis and identifying opportunities for improvement and future prevention
• Foster a culture of continuous improvement and solution-based activities

What we're looking for

• 10+ years' experience in Collections/Hardship
• 10+ years' experience in retail banking or financial services, preferably mortgage lending, including sales, credit, and documentary experience
• Proven experience in data analytics and data driven decisions
• Proven experience in successful initiation and implementation of change
• Degree qualification in a business, management, or finance discipline
• Board/Committee report writing
• Demonstrated experience in Financial Hardship and Collections, Credit Risk, and system projects
• Previous experience in project management using Agile methodology
• Demonstrated experience in stakeholder engagement and depth understanding of regulatory framework impacting collections and Hardship

What's in it for you?

• Drop everything and learn with over 16,000 professional and personal development courses to choose from
• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing

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 Sabrina Huynh on  

For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries:  

Applications close Monday 12th of January
 
Before you apply 
Here at ING we consider employee development to be important and encourage existing employees to apply for suitable internal positions. It is expected that any employee applying for a vacant position would have been in their current role for a minimum of twelve (12) months before applying. This may be waived in special circumstances and after consultation with your manager  

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