Job Description

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 2,300 people across our London, Southampton and Cardiff and Manchester offices.
As a team manager, you will need to lead by example, inspire and motivate, and support your team members in their development. You will lead from the front and be creative in finding ways to deliver an outstanding service to our customers, whilst also dealing firmly and efficiently with suspected fraud cases to minimise loss to the Bank. You will be required to work with various internal stakeholders across multiple functions to create best-in-class service while continuously focused on protecting the bank and our customers.
Responsibilities:

• Provide support to the Head of Fraud Investigations by overseeing the day-to-day work of an investigations team within agreed SLAs / KPIs.
• Working with the Head of Fraud Investigations to ensure the team\'s quality and development needs are met on a day-to-day basis.
• Actively manage productivity, help schedule resourcing plans (with the support of a dedicated workforce planning team) and manage adherence to shift schedules amongst team members.
• Proactively monitor case queues to ensure service efficiency and reduce customer waiting times through effective prioritisation.
• Ensure the team provides exceptional customer service via phone, email and in-app messaging
• Ensure the team handles fraud investigations per the Bank\'s procedures, policy and regulatory requirements.
• Assist the team with complex cases and know when to escalate issues as necessary.
• Provide coaching and support using QA/QC feedback to ensure the development and upskilling of team members.
• Keep abreast of developing fraud trends and patterns to ensure your team is equipped to do their job.
• Drive a continuous improvement ethos within the team.
• Positively influence and contribute to the team culture.
• Work with our Customer Service teams within a 24/7 environment.

The Shifts:
We enable our customers to manage their money 24 hours a day, 7 days a week, 365 days a year. Whenever they need us, we will be there. As such, we are looking for people who can commit to 37.5 hours a week, usually between 8pm-6.30am Monday to Sunday. We\'re passionate about improving work life balance and therefore offer hybrid working - you\'ll spend around 1 day per month in the office with your team and the rest working from home.
Training for the role:
We have a 6 week training programme which is run from the office so you\'ll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling!
Applications for this role will close on 01/08 at 12pm.

Requirements

• Experience in leading successful teams to achieve their goals within a Financial Crime Operation.

• Preferred experience using fraud detection and reporting systems; such as CIFAS and SIRA.
• Experience in overseeing and managing workload and prioritisation tasks.

• Be a tenacious decision-maker whilst acting with pace.
• Detail-oriented with the ability and desire to work in a team environment.
• Ability to adapt to, and lead people through change in a positive manner.
• An accountable leader with strong customer focus and not afraid to \'get your hands dirty\'.
• Excellent written and verbal communication skills.

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
• 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
• 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 and Salary Sacrificed Gym partnerships

About Us:
We\'re on a mission to radically reshape banking - and that starts with our brilliant team. We know that our bank is only as good as the people who build it. From customer support and engineering to marketing and business development, we\'re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
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.
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.
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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