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- Tasks: Lead change initiatives to enhance customer experience and operational efficiency.
- Company: Join Starling, a disruptive UK bank transforming how people manage their money.
- Benefits: Enjoy 25 days holiday, private medical insurance, and wellness perks.
- Why this job: Be part of a mission-driven team reshaping banking with a focus on diversity and inclusion.
- Qualifications: Experience in change management and strong project management skills are desired.
- Other info: Flexible working discussions welcomed; apply even if you don't meet every requirement.
The predicted salary is between 43200 - 72000 £ per year.
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 employ more than 3,500 people across our London, Southampton, Cardiff and Manchester offices.
About the role: The Customer Operations Change Manager is responsible for managing a small team of change partners and leading and delivering change initiatives that support the Bank and Customer Operations' strategic objectives. The role ensures that change initiatives are effectively scoped, planned, implemented, and embedded across Customer Operations - enhancing customer experience, driving operational efficiency, and maintaining regulatory compliance.
Responsibilities:
- Manage a team of Change Partners and provide coaching and development to enhance skills and knowledge
- Lead and deliver end to end change initiatives
- Own the change management approach, including stakeholder engagement, business readiness plans, and post implementation support
- Develop and manage detailed project plans, identifying critical milestones, resource needs, risks and dependencies
- Collaborate with cross functional teams (Customer Operations and the Bank) to solve problems
- Track and report on change outcomes
- Act as Customer Operations lead on a number of initiatives and coordinate with the rest of the business areas to shape and influence the delivery of change
Requirements:
- Experience and understanding of managing change and transformational projects within banking or financial services (desired)
- Excellent project management skills
- Strong interpersonal and communication skills, with the ability to influence others at all levels
- Experience working in cross functional teams
- Comfortable working with ambiguity and adapting evolving priorities
- Strong analytical and problem solving skills and risk management
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
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace.
Customer Operations Change Manager employer: Starling Bank
Contact Detail:
Starling Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Operations Change Manager
✨Tip Number 1
Familiarise yourself with the latest trends in change management within the banking sector. Understanding how technology is reshaping customer operations will give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the banking and financial services industry. Attend relevant events or webinars to connect with people who can provide insights into the role and potentially refer you.
✨Tip Number 3
Prepare to discuss specific examples of successful change initiatives you've led or been a part of. Highlight your project management skills and how you've influenced cross-functional teams to achieve goals.
✨Tip Number 4
Research Starling Bank's culture and values. Be ready to articulate how your personal values align with theirs, especially regarding innovation and customer-centric approaches, as this will resonate well during your interview.
We think you need these skills to ace Customer Operations Change Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Operations Change Manager. Highlight your relevant experience in managing change and transformational projects within banking or financial services.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your project management skills, interpersonal abilities, and experience working in cross-functional teams.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Discuss how your background and skills can contribute to enhancing customer experience and driving operational efficiency at Starling.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Starling Bank
✨Understand the Change Management Process
Familiarise yourself with the change management approach that Starling Bank employs. Be prepared to discuss how you would scope, plan, and implement change initiatives effectively, ensuring they align with the bank's strategic objectives.
✨Showcase Your Project Management Skills
Highlight your project management experience by discussing specific projects you've led. Emphasise your ability to develop detailed project plans, identify critical milestones, and manage resources effectively.
✨Demonstrate Strong Interpersonal Skills
Since the role involves leading a team and collaborating with cross-functional teams, be ready to provide examples of how you've influenced others and built relationships in previous roles. Communication is key!
✨Prepare for Problem-Solving Scenarios
Expect to face questions that assess your analytical and problem-solving skills. Prepare to discuss how you've tackled challenges in the past, particularly in ambiguous situations, and how you adapted to evolving priorities.
