Onboarding Team Leader (Evenings and Weekends)

As an Onboarding Team Leader at Starling Bank, your key responsibilities include managing a team of onboarding associates, overseeing risk-based reviews on account applications, and promoting a customer-first culture. You'll coach and mentor your team while ensuring that we maintain high operational standards. Additionally, you'll be expected to act as a subject matter expert in KYC and KYB processes and to use data-driven insights for continuous process improvement, which is essential in this fast-paced environment. By taking ownership of quality control and leading through change, you will play a pivotal role in providing excellent customer experiences.

To apply for the Onboarding Team Leader position at Starling Bank, candidates should have prior experience in leading a team within a financial services or risk management context. It's vital to have knowledge of KYC/KYB procedures and a strong understanding of onboarding processes for both personal and business accounts. Excellent decision-making skills based on data interpretation and the ability to communicate effectively are also essential. Previous experience in coaching and mentoring is highly desirable, as is familiarity with risk-based approaches within banking or financial contexts.

The Onboarding Team Leader role at Starling Bank involves evening and weekend shifts, specifically from Monday to Friday between 5pm and 11pm, and Saturdays and Sundays from 11am to 11pm. You'll work on a rotational basis, and we highly value work-life balance, so advance scheduling of your shifts allows you to manage your time effectively. There is also a full-time training period initially, which takes place from 9am to 5:30pm before transitioning to a hybrid model involving regular evenings in the office!

At Starling Bank, supporting the professional development of Onboarding Team Leaders is a top priority. We offer extensive training and coaching opportunities designed to enhance your leadership skills and knowledge about KYC and KYB. You’ll have the chance to refine your expertise in onboarding processes while also developing your coaching abilities. We encourage continuous improvement, making it a fantastic environment for those looking to advance their career in a cutting-edge finance role.

Onboarding Team Leaders at Starling Bank enjoy a comprehensive benefits package that includes 25 days of holiday plus additional time off for your birthday, alongside the flexibility to purchase or sell up to five extra days annually. You also have access to private medical insurance, a company-enhanced pension scheme, life insurance, and opportunities for paid volunteering time each year. Plus, you'll benefit from various perks like discounts and wellness initiatives, making this role not only rewarding but supportive of your overall well-being.

When approached with this question, discuss your philosophy on leadership and the techniques you utilize to foster growth and empowerment among team members. Highlight your belief in giving constructive feedback, setting clear objectives, and creating a supportive environment that encourages questions and open dialogue, especially concerning complex KYC and KYB requirements.

Your answer should reflect your method for establishing quality benchmarks and using data analytics to monitor performance. Describe how you regularly review team outputs, offer mentoring to those needing improvement, and engage in calibration sessions to ensure consistent understanding of quality standards within the team.

Prepare to share a detailed example of a past experience where organizational change was necessary. Explain your role in educating the team about the change, addressing any resistance, and ensuring everyone felt supported and informed throughout the transition. Also, mention how you measured the impact of this change on team performance or customer experience.

Discuss your time management techniques and how you assess the urgency and importance of tasks to ensure that key priorities are addressed first. Emphasize the importance of clear communication with your team to delegate tasks effectively, particularly during high-pressure periods.

Talk about the best practices you have observed in successful onboarding, such as ensuring transparency in processes, maintaining consistent communication, and personalizing interactions based on customer data. Highlight the importance of finding the right balance between efficiency and a thorough review to prevent fraud.

Illustrate your approach to performance management, discussing the importance of having one-on-one conversations to understand underlying issues. Explain how you would set performance goals, offer support, and outline the steps to take should little to no improvement be seen.

Showcase your knowledge of KYC (Know Your Customer) and KYB (Know Your Business) by explaining their role in preventing fraud and facilitating compliance with regulations. Emphasize their significance in protecting the bank as well as the customers, and articulating that strong processes in this area enhance both safety and trust.

Discuss specific techniques that work for you, such as recognizing individual contributions, creating incentives for reaching team goals, and ensuring an environment where individuals feel appreciated and supported. Mention the role of transparency and open communication in maintaining morale.

Share your background in using data analytics tools to assess onboarding performances, identifying trends, and areas where the process can be improved. Cite specific examples where data analysis led to actionable insights that enhanced your team's effectiveness or improved customer satisfaction.

Impress your interviewers by discussing what you appreciate about Starling Bank's innovative approach to technology in banking, its commitment to transparency, and its focus on customer experience. Share your enthusiasm for working in a dynamic environment that embraces change to create better experiences for customers.