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 3,500 people across our London, Southampton, Cardiff and Manchester offices.
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 - Prescreen call with a recruiter
Stage 2 - Role related interviews with stakeholders
Closing date: Friday 4th April, 12pm
About the role:
The Customer Operations Risk Manager will play a lead role in the continued development of the Customer Operations risk culture, governance, policy, controls and MI, to help ensure good outcomes for customers.
Primarily, this role will drive the effective governance and management of non-financial risks in the Customer Operations 1LoD, current and future. The Risk Manager will be providing significant proactive, insightful specialist risk and control knowledge partnering with 1LOD Risk and Control Owners to serve as a trusted advisor and create a culture of effective and consistent risk management, oversight, future focus and reporting.
Key Accountabilities & Responsibilities Include:
Risk & Control Advisory
- Working with Risk and Control owners by providing advice, challenge and input on key decisions, ensuring Risk and Control owners are aware and accountable and enabling them to clearly articulate and manage their risk profile.
- Key contributor to the ongoing development of a risk aware culture within the Customer OPs1LoD.
- Engaging with 2LoD, 3LoD and other key stakeholders on the development of policy, socialising within the 1LoD and overseeing embedding and adherence.
- Scanning for and bringing to life emerging risks in collaboration with Business Heads, Risk Champions and other stakeholders - looking both internally and externally.
- Contribute / participate in central / bankwide risk maturity / change programs
Risk & Control Lifecycle, Oversight and Reporting
- Enabling and ensuring clear articulation of Starlings risk and control environment.
- Assisting key stakeholders on the identification of risk and creation of controls including development of continuous monitoring approaches.
- Undertaking periodic independent Controls effective testing.
- Identifying control deficiencies and areas for enhancement.
- Operational Event management and reviews including root cause analysis, containment, lessons learned and read across.
- Mature Risk capability/ knowledge about data across Customer Operations
- Inspire, introduce and demonstrate innovative ways to use a Risk mindset to identify and minimise potential future risk in Customer Operations
- Create improved Risk confidence and capability across Customer Operations
- Continually evaluation of Customer Operations Risk environment
- Collaborate with stakeholders: Work closely with Customer Operations teams, and other stakeholders to understand and plan for our ever changing risk environment.
- Stay informed on industry best practices: Keep abreast of the latest trends and technologies in Operational Risk to ensure the Customer Operations remains fit for purpose and Risk aware.
- Deliver on Starling values promise
Behaviours & Competencies:
- Inspires and demonstrates Innovative and test and learn culture focused on continuous improvement concepts and practices
- Broader thinking and bringing ideas and challenging normal business practices looking for innovative and sustainable ways of working
- Ability to work in a fast paced organisation, in an environment where things change regularly.
- A positive can-do attitude, and experience with collaborating and engaging with stakeholders across the organisation.
Skills & Experience:
- Ability to effectively influence and be a Risk thought leader for Customer Operations leadership teams (and Beyond), building effective working relations, in the pursuit of minimising risk, maximising risk awareness and using data to drive decision making.
- A deep understanding, advocate and leadership of risk management frameworks.
- Experience in creating, leading and executing first line control testing is essential.
- Deep knowledge of Conduct Risk and the Consumer Duty
- Working knowledge of PSR
- Be a Risk champion and bring Risk to life within Customer Operations
- Curiosity and Problem-Solving: You enjoy tackling difficult problems and are always eager to learn new skills and tools to improve your work.
- Ability to bring new ways of thinking and working to life, for good across customer operations and beyond
- Effective leadership and coaching skills
- Ability to inspire, motivate and build morale within and beyond Customer Operations
- Balance Risk and reward
- Quick Learner: You adapt quickly to new tools and environments, always eager to expand your skillset and stay ahead of industry trends.
- Team Collaboration: You thrive in a collaborative setting, contributing your expertise while valuing the perspectives of others.
- Clear Communication: You can translate complex data into meaningful insights and communicate them effectively to both technical and non-technical audiences.
- Collaborative mindset: You are skilled at building strong relationships, delivering insightful presentations, and ability to influence at all levels
- 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 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.
What We Do
Hello, we’re Starling.
Banking was broken – so we decided to fix it. The vision? Fast technology, fair service and honest values. All at the tap of a phone, all the time.
We built Britain’s first digital bank.
One hard-won banking licence later, we set about giving people a new way to spend, save and manage their money (and take better care of the planet, too).
We’re changing banking for good.
Back then, we were obsessed with unravelling the knotty world of finance and solving people’s problems rather than selling them stuff. We still are.
Since then, we’ve grown. A lot.
Over three million accounts (and four account types!). A team of thousands. Headquartered in London with offices in Cardiff, Dublin, Manchester and Southampton. Five years voted Which? Recommended Provider and Britain's Best Banking Brand. Still zero branches.
Our culture is open, inclusive and focused on solving real customer problems, with an emphasis on doing the right thing, even when it’s not always the easy thing. From our approach to working together and sustainability to how we build our products, our decisions need to make the world – and Starling – a better place to be.
Everyone at Starling is essential to our mission, which is really quite simple: to solve our customer’s problems – and build the best bank in the world!
And now we're providing Starling to other banks, via a Software-as-a-Service (SaaS) proposition through our subsidiary Engine, using the proprietary technology platform that it uses to power our own bank.
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