Initiative Lead, Financial Health - 12 Month Contract

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

• Contribute to the design, planning and delivery of complex regulatory and compliance initiatives across the Financial Health program.
• Act as the SME Lead for the end-to-end implementation of a new hardship system, including requirements, testing, deployment, and embedding change into BAU.
• Identify and drive process improvements across the entire hardship and collections value chain, ensuring solutions are scalable, efficient and customer centric.
• Partner with cross-functional stakeholders (including Risk, Legal, Technology and Operations) to ensure regulatory compliance, robust controls and risk alignment.
• Participate in workshops, root cause analysis and sprint ceremonies, bringing clarity to complex problems and championing the “why” behind change.
• Uplift Standard Operating Procedures (SOPs) and support effective transition and adoption of changes into business-as-usual operations.

What we’re looking for

• A strong background in hardship, collections or financial assistance is highly regarded.
• Alternatively, experience delivering process, system or initiative improvements in customer-facing and operational environments within retail banking will also be considered.
• Demonstrated experience as an SME leading complex, cross-functional change or transformation initiatives in a regulated environment.
• Proven ability to deliver process re-engineering, system enhancements and continuous improvement outcomes.
• Strong stakeholder engagement skills with the ability to influence, align and bring diverse teams together to achieve outcomes.
• High levels of analytical thinking and problem-solving, with the ability to balance customer outcomes, risk requirements and business objectives.

What’s in it for you?

• Discounted ING Health Insurance
• An additional Rest Day to support your wellbeing
• An IMPACT day to volunteer on approved sustainability activity

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.

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