Quality Control MI Analysis Manager (Customer Operations)
Starling Bank, United Kingdom
Job Description
Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Closing Date: Thursday 21st March, 5pm.
About the role:
Starling Bank has ambitious growth plans and in line with that strategic priority, using Quality assessment and data analysis to provide insight of the department’s performance will allow Customer Operations to continue providing great customer outcomes in a sustainable manner.
We are evolving and this is a new role that is part of a recently created team within Customer Operations which is introducing new ways of working. The Customer Operations department is Starling’s primary point of interaction for customers at every stage of their relationship with the bank.
The role holder will work closely with the Director of Customer Operations and the leadership team to ensure Quality Control is operating as intended and providing effective assurance that colleagues are competent to discharge the department’s activities.
The role holder will ensure that Management Information Analysis against our Critical Measures of Success, including the department's responsibilities within Consumer Duty, are meaningful and actionable. This role will be supported by 2 direct reports. These are also new roles and it is anticipated that the team may increase.
This role will be responsible for ensuring the Quality Control process and associated policy is implemented and functioning effectively in line with Starling banks values and the requirements of regulatory oversight. Additionally the role is responsible to suggest improvements in line with a changing business landscape and in response to wider obligations.
The individual will also work to ensure that associated risks and controls are managed as expected by the Bank’s risk management framework. This includes using the Bank’s GRC (Governance, Risk, and Compliance) system.
The role holder will supportunderstanding across the department of new ways of working, empowering our teams to ensure that maximum value is derived from Quality Control and new Management Information analysis provided.
Responsibilitiesinclude:
- Own and manage the Quality Control process within Customer Operations.
- With the MI Insight Analysts to ensure that data provides assurance of QC activity and value-add insights of the Critical Measures of Success within Customer Operations.
- Make changes to QC processes and communicate those changes to necessary stakeholders.
- Be responsible for QC as a control, including testing of the control and reporting as part of the Bank’s risk management framework.
- Set up a new and growing team
- Support new ways of working within Customer Operations to ensure that maximum benefit for both customers and colleagues is taken from the Quality Control and MI insights within the business critical measures data and reporting
Working arrangements: This role will work Monday - Friday 9:00 - 17:30. The successful candidate can be based within commutable distance to either Cardiff, London, Southampton or Manchester. Travel across all sites will be required.
Requirements
- Knowledge of the risk management lifecycle.
- Knowledge of Quality Control Schemes
- Good Analytical skills
- Experience working in a medium-sized contact centre environment (or similar). Ability to use spreadsheet software and Looker or any other comparable BI platform. Ability to present to a wide variety of audiences and stakeholders.
- Comfortable to work with Senior Stakeholders including those at ‘Head of’ and Director level.
- Fluent and articulate level of English and IT literacy.
Behaviours amp; Competencies
- Act as a role model and be an advocate for Starling’s culture and values
- Integrity- Always do the right thing for our customers, colleagues and Starling.
- Effective communication style that’s adaptable
- Proactive, self motivated and takes ownership
- A positive can-do attitude whilst working in a changeable environment.
Experience
- Previous experience of working within a Quality Control environment in Financial services
- Previous experience of working with critical Management Information and interpreting cause, effect and end user requirements
- Experience of risk management is desirable.
- Experience of setting up or working in a new function
- Experience of work