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Lead the design and delivery of regulatory initiatives and the implementation of a new hardship system within the Financial Health team. Drive process improvements across the collections value chain while partnering with cross-functional stakeholders to ensure compliance and risk alignment.
Requires a strong background in hardship, collections, or retail banking operational improvements within a regulated environment. Must demonstrate experience leading complex cross-functional transformation initiatives and possess strong stakeholder influence skills.
At ING, we’re here to make banking simple, seamless and empowering—so our customers can focus on what matters most. We believe financial wellbeing is fundamental to that mission, which is why our Financial Health team plays a critical role in supporting customers through financial difficulty with care, empathy and expertise.
Operating at the intersection of customer outcomes, regulatory expectations and operational excellence, the Financial Health team leads ING’s hardship and collections activities in a highly regulated environment. The team is focused on delivering fair, sustainable and customer-first solutions, while continuously improving processes, systems and ways of working to meet evolving regulatory requirements.
We’re looking for an Initiative Lead to join our Financial Health team. In this role, you’ll be the voice of Financial Health within a high-profile regulatory transformation program, shaping how we deliver hardship and collections support into the future. You’ll work across business, risk and technology to design, implement and embed sustainable, compliant solutions that improve outcomes for customers, teams and the organisation. You’ll also play a key role in translating complex regulatory requirements into practical, scalable solutions that can be embedded into day-to-day operations.
This is a 12 Month Contract role based in Sydney.
What you’ll do
What we’re looking for
What’s in it for you?
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, [email protected]
For support and adjustments, including DEI, LGBTQI+ confidential application support enquiries: [email protected]
Applications will close Friday, the 3rd of July.
#LI-DNI
ING is a pioneer in digital banking and on the forefront as one of the most innovative banks in the world. As ING, we have a clear purpose that represents our conviction of people’s potential. We don’t judge, coach, or tell people how to live their lives. However big or small, modest or grand, we empower people and businesses to realise their vision for a better future. We made the promise to make banking frictionless, removing barriers to progress, and make people confident in their financial decisions. As a global bank we have a huge opportunity – and responsibility – to make an impact for the better. We can play a role by financing change, sharing knowledge, and innovating. Being sustainable is in all the choices we make—as a lender, as a partner and through the services we offer our customers
Offices: Bijlmerdreef 106, Amsterdam, North Holland 1102 CT, NL
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