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:
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
Behaviours amp; Competencies
Experience