Overview

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.

The role:

Team Leads are critical to the success of our Onboarding Operations department. As a Team leader, you’ll inspire and motivate your team to give the best service to our customers. Leading from the front, you’ll showcase your finely tuned customer service skills on a daily basis. Not only that, we’ll be looking to you to share solutions that will make our’s, and our customers’ lives, better.

Everyone at Starling gets the chance to own interesting things from day one, and we’re told one of the best things about working here is the ability to achieve a lot in a short space of time.

We enable our customers to manage their money 24 hours a day, 7 days a week. Whenever they need us, we will be there. At the moment our priority is fulfilling as many full-time shift patterns as possible. As such, we are looking for people who can commit to 37.5 hours a week (5 x 7.5 hour shifts between Monday – Sunday), usually between 8am & 8pm.

The Onboarding Periodic Review Team Lead is a new position within our wider Customer Onboarding team.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. 

Following your application being reviewed, you can expect the below:

Stage 1 & 2 Interviews with our Customer Onboarding Operations Managers.

More about the role…

Your responsibilities will include:

  • Positively influence and contribute to the team culture
  • Provide coaching, feedback and support to team members, guiding their development
  • Leading team to establish if Businesses are complying with Terms and conditions and relevant legislation/regulation
  • Acting as a KYC and KYB subject matter expert; sharing technical expertise and guidance with the wider Onboarding team
  • Taking ownership of High risk and complex Investigations; improving process and guidance as a result
  • Ability to interpret risk scoring and Enhanced Due Diligence requirements
  • Establishing if Business accounts are operating within Starling’s Risk appetite
  • Coordinating with key stakeholders and senior management
  • Conducting Quality assurance for the team
  • Collating team findings, trends and recommendations; delivering to key stakeholders and liaising with other areas of the business
  • Ensuring queues are well maintained and sufficient time is allocated for complex investigations

Requirements

  • Experience of managing a team in a financial services environment
  • Ability to train team members and adapt to training styles
  • Ability to adapt to, and lead people through change
  • Able to make decisive decisions based on relevant data, considering both the business and customer outcomes.
  • Understanding of the end to end KYC/KYB and Business onboarding processes
  • Excellent written and verbal communication skills
  • Ability to balance workload and schedules with multiple priorities
  • Management of key stakeholders and ability to communicate at all levels of the business

Benefits

    • 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

About us:

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 may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

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