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.

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 - Introductory phone call with Talent Acquisition Partner

Stage 2 - Role related interviews with relevant stakeholders

Closing date: Tuesday 15th October

Location & Hybrid Working: This role can be based from either Cardiff, London, Manchester or London, with up to three days per week spent onsite.

About the role:

Support the Chief Customer Officer to identify, scope and deliver customer remediation which has been identified by root cause analysis, internal audit findings and incidents. 

Specifically, the Head of Remediation will be responsible for establishing the right operating model, framework, tools and capabilities to enable the successful delivery of customer remediations and rectifications across the Bank. 

Key Accountabilities and Responsibilities include:

• For areas of responsibility, ensure customer centricity and integrity with every decision that is made.
• Effectively lead the end to end delivery of the relevant remediation/rectification workstreams, working closely with the Senior Leadership Team and key stakeholders. 
• Define and formulate the remediation/rectification plan(s) for each workstream when applicable (including key dependencies, timeline and resource requirements)
• Identify and rectify the root cause of remedial activity, ensure policies and procedures are compliant and working as intended to deliver good customer outcomes.
• Obtain and analyse information from multiple sources in order to determine scale, customer impact and inform any notifications/updates to the regulators. 
• Understand and manage multiple interdependencies across different departments to ensure good outcomes.
• Create the right environment to attract and retain top talent; enable teams to continuously maintain and improve their technical and non technical skills.
• Manage and ensure timely and accurate responses to internal and external requests. 

• Ensure self and team maintains an up-to-date knowledge of regulation, legislation and industry best practice.

Requirements

• Experience of planning, managing and delivering remediation in the financial services sector 
• Lead and influence the culture of the departments ensuring that we live by our five values of: Listen, keep it simple, do the right thing, own it and aim for greatness. 
• Drive a culture of self identification, risk awareness and continuous improvement.
• Experience in collaborating effectively across a variety of business areas and ability to interact effectively with all levels. 
• Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences - customer, stakeholders, external bodies.
• Excellent analytical skills and attention to detail 
• Proven track record of building and maintaining team capabilities. 
• Experience in Financial Services, with significant knowledge and capability on all aspects of customer support in a regulated environment. 
• Self-motivated, positive and able to multitask in a busy and changeable environment. 
• Adaptable and resilient 
• Ability to challenge and question thinking 

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 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.