Service Manager - AI, Risk and Information analytics

If you want to make an impact by scaling control assurance operations and driving Non-Financial Risk operational awareness in a dynamic setting with a variety of stakeholders in and across COO and ING Netherlands, this role offers the opportunity to contribute to ING’s operational control and resilience by coordinating challenging service relationships, driving continuous improvements, supporting issue management, and raising awareness on Non-Financial Risk (NFR) topics that impact business lines through risk and information analytics.

As Service Manager – Risk Information, Analytics & Automation, you enable data-, analytics- and AI-driven Non-Financial Risk (NFR) steering across ING Netherlands through dashboards, trends reporting, and automation. You own and continuously improve risk information, analytics, and automation services for the 1st Line of Defence, translating complex risk and control data into clear dashboards, insights, and automated solutions.

This role combines service ownership, strong analytical capability, Power Platform expertise, including Power BI, Power Apps and Power Automate, and applied Generative AI enablement such as Copilot and AI agents. You work closely with business stakeholders, 2nd Line (ORM/Compliance), Data Management, and international hubs to deliver scalable, high-quality risk dashboards and responsible AI-enabled automation, while self-steering and continuously learning within the organization.

Key Responsibilities:

Risk Information & Analytics Delivery

• Design, build, and maintain Power BI dashboards supporting operational steering, risk trends, and in-control transparency.
• Translate NFR and business requirements into intuitive, decision-oriented data visualizations.
• Develop thematic risk insights based on Events & Issues, control evaluations, and risk assessments.
• Ensure dashboards and reports are consistent, reusable, and aligned with governance standards.

Power Platform & AI Enablement

• Use Power Apps and Power Automate to streamline workflows and automate manual reporting and steering activities.
• Explore, pilot, and scale AI-driven solutions such as Copilot, AI agents, GenAI summarization and narrative generation to enhance dashboards, insights, and decision-ready reporting.
• Identify opportunities where AI can reduce manual effort, improve insight quality, or increase scalability, within NFR governance boundaries.
• Apply responsible AI practices such as data privacy, explainability, human-in-the-loop controls and align solutions with NFR governance and model/tool usage standards.

Data Understanding & Continuous Improvement

• Understand relevant data flows and source systems for NFR steering; data engineering knowledge is a plus, not a requirement.
• Work with Data Management and IT to enable data availability and quality.
• Drive continuous improvement toward data- and AI-driven ways of working within ODCR and 1LoD.

Service Management & Stakeholder Collaboration

• Act as service owner for risk information, analytics, and automation products.
• Collaborate with Business Control, Tribe Leads, and Product Owners to translate steering needs into scalable solutions.
• Partner with 2nd Line (ORM/Compliance) to align definitions, avoid duplication, and strengthen risk transparency.
• Coordinate with international hubs to ensure consistent delivery and reuse of analytics and automation components.
• Monitor overall control performance and reporting, ensuring business leadership has a clear view of their control status and risk exposure.
• Raise awareness within the business on relevant NFR topics; provide timely guidance and support during risk and control events.

Operational Improvement & Collaboration

• Identify synergies across tribes and domains; propose scalable or automated monitoring approaches.
• Maintain relationships with business, Business Partners in 1LoD, and 2LoD stakeholders and gatekeep the information to the control hubs counterparts.
• Create and improve processes and Work Process Instructions (WPIs) to ensure efficient and effective control assurance operations, enforcing centralisation and standardization across business where possible.

How to Succeed:

We hire smart people like you for your potential. Our biggest expectation is that you will stay curious, keep learning, and take on responsibility. In return, we will back you to develop into an even better version of yourself.

About You:

• Strong hands-on experience with Power BI, including dashboard creation, data modeling for reporting, and advanced visualizations.
• Experience with Power Apps and Power Automate, and demonstrated expertise applying AI/Generative AI such as Copilot, prompt engineering, and AI agents to automate workflows and improve the quality and speed of insights.
• Solid background in data analysis, reporting, and information management.
• Service-minded, self-steering, and able to independently prioritize and deliver. Strive to coordinate across teams to understand requirements and think towards creating a central solution, ensuring economies of scale.
• Affinity with Non-Financial Risk or motivated to quickly learn NFR frameworks and processes, or able to understand, with guidance, the provided control design from policy frameworks to execute the controls evidencing/test of effectiveness to help the business stay in operational controls.
• Strong stakeholder management and communication skills in a complex organizational environment.
• Highly collaborative, flexible, and productive in working with multidisciplinary teams and environment.
• Ability to manage transitions and transformations effectively, especially when introducing new ways of working, tools, or shifting responsibilities across teams.
• Strong ability to map, evaluate, and improve operational processes, ensuring they are lean, scalable, and fit for purpose in an international assurance context.
• Skilled in navigating differing stakeholder priorities and finding common ground while maintaining positive, constructive relationships, helping uplift capabilities across the entire assurance chain.

What You Bring:

• Bachelor’s degree with a minimum of 5 years of relevant experience in banking or financial industry, preferably with operations and international experience across multidisciplinary teams.
• Basic understanding of operational risk, assurance, and controls. Service management experience is a plus.
• Good knowledge of, or ability to learn, banking products, processes, and services.
• Hands-on, proactive, and able to explain problems in simple terms and suggest solutions.
• Strong interpersonal and communication skills in English: written and oral, to communicate effectively with the business and stakeholders.
• Driven and a good team player, loving to collaborate.
• A pragmatic, thorough, and result-driven approach.
• The capacity to quickly learn new content and acquire new networks.
• Ability to act and perform successfully in an agile environment, working with diverse teams, and still able to work independently.
• Analytical and data-savvy; capable of prioritizing and delivering insights.

About us

There is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. At ING, you can work at the cutting edge of what’s possible while ensuring integrity and keeping the customer’s interests at heart, surrounded by progressive, inspiring, diverse and supportive colleagues.