AddressClosing 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 support understanding 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.
Responsibilities include:
- 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
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.
- 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.
- 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 working in a customer facing role within a Financial Services environment
- Good understanding of Consumer Duty and evidential requirements
- Proven experience of leading a team with differing responsibilities and specialisms.
- Strong stakeholder management experience
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 16 hours paid volunteering time a year
- Salary sacrifice, company enhanced pension scheme
- Life insurance at 4x your salary & group income protection
- Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
- Generous family-friendly policies
- Incentives refer a friend scheme
- Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
- Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
