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. Since our launch in 2014, we\'ve opened over three million accounts and we\'ve been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.
This is an exciting opportunity for an experienced Quality Assurance individual to join our growing Customer Outcomes and Resolution team. The role will work with the Head of Quality Assurance and Outcome Testing to improve service quality and help to introduce an improved, risk focused QA model. A key part of the role will be to support the delivery of strategic objectives that will have a lasting impact on improving colleague and customer outcomes whilst leading a team of Quality Assurance Team Leads; empowering their analysts to perform an independent oversight role, and work collaboratively with the operational areas to ensure the fair treatment of customers. This role will focus on our Financial Crime teams.
The closing date for this role is Sunday 30th July.
The main responsibilities of this role will include:

• Champion a focus on customer outcomes over following process steps
• Drive consistency in the team through calibration meetings, "check the checker" and maintaining policy and standard operating procedures
• Engage and motivate the team through open communication and role modelling our core values.
• Provide input to the design of the annual Quality Assurance testing programme
• Effectively manage the daily running of the Quality Assurance department ensuring that there is an ongoing focus on quality and colleague development.
• Manage and maintain effective relationships with senior management to ensure that we take a collaborative, prompt, and decisive approach.
• Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.
• Produce relevant, accurate and timely reports on Quality Assurance and trends, the actions taken to address root cause and any further recommendations.

Requirements
Behaviours and competencies:

• Strong customer focus with a collaborative approach to problem solving.
• Integrity- Always do the right thing for our customers, colleagues and Starling.
• The ability to build strong relationships both internally and externally.
• The desire to be the best; lead the team to achieve excellence.
• The ability to listen and ask questions that get to the root cause of the problem.
• Proactive and self motivated.

Skills and experience:

• Ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our customers, even where it may be compliant with our policies and processes.
• Comfortable providing constructive challenge to policy and process owners.
• Extensive and demonstrable experience of leading a team.
• Proven ability to communicate with colleagues across different levels, both verbally and in writing.
• Ability to plan and prioritise in a changing, busy environment.
• Excellent analytical 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.

eFinancialcareers