Onboarding and Account Review Team Leader

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.

About the role:

We are seeking a dynamic, customer focused Team Leader to join our Onboarding and Account Review team in our Southampton Office. Our role would suit an individual with a customer and/or investigative background. You will play an integral role in supporting our teams as they help our customers during their initial application and then ongoing relationship with the bank. Using your understanding of the regulatory requirements of KYB (Know Your Business) and KYC (Know Your Customer) you will lead a team performing risk based reviews on new and existing accounts (both business and personal) to determine eligibility and ensure account holders are complying with terms and conditions and any relevant legislation/regulation.

Responsibilities:

• Direct line management of Onboarding and Account Review team members; positively influencing and contributing to the wider team culture
• Acting as a KYC and KYB subject matter expert; sharing technical expertise with the team and taking on Quality Checking responsibility for direct lines
• Ability to interpret risk scoring and Enhanced Due Diligence requirements
• QC responsibility for direct lines; ensuring quality expectations are met; offering coaching and mentoring to drive improvement
• Adaptable, and  have the ability to lead people through change
• Own, and drive identification, escalation and resolution of risks
• Use trends and data to proactively seek improvements to the existing process, taking ownership of these improvements from start to finish.
• Ensuring customers are helped in a timely manner and sufficient time is allocated for complex investigations
• Proactive in building relationships with key stakeholders across the business and able to leverage these when working on guidance and projects

Training and working hours:
Training will be conducted in the office over a minimum of 6 weeks, Monday - Friday between the hours of 09:00 - 17:30pm. Once this training is completed you will move to a hybrid way of working, with an expectation of office presence to support your teams a minimum of 10 days per month on a rotational basis.

• Excellent written and verbal communication skills
• Previous experience of managing a team in a financial services or risk-based role. The ability to demonstrate transferable experience would also be desirable. 
• Decisive decision-making based on the interpretation of data, considering both the business and customer outcomes
• First class coaching and mentoring skills and a desire to drive excellence
• Understanding of the end to end KYC/KYB and Business onboarding processes
• Awareness of a risk based approach and the ability to apply this on a case by case basis 
• Comfortable working in a fast-paced environment with the ability to deliver high-quality results under time pressure whilst handling several projects at once

• 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.