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- Tasks: Lead a team of onboarding associates, ensuring customer satisfaction and operational efficiency.
- Company: Join Starling Bank, a tech-driven bank transforming how people manage their money.
- Benefits: Enjoy 25 days holiday, private medical insurance, and flexible working options.
- Why this job: Be part of a diverse team reshaping banking with a focus on innovation and customer care.
- Qualifications: Experience in team management and knowledge of KYC/KYB processes is preferred.
- Other info: We value diverse backgrounds and encourage applicants who may not meet every requirement.
The predicted salary is between 36000 - 60000 £ 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 3,000 people across our London, Southampton, Cardiff and Manchester offices.
About the role: We are seeking a dynamic, customer-focused Team Leader based in Southampton to join our Onboarding and Account Review team. This role would suit an individual with a proven background in leading people. You will be supporting a team of onboarding associates, providing coaching and development, as well as taking a lead role in ensuring we are operating efficiently and securely whilst putting the customer at the heart of what we do.
Shifts & Working Arrangements: You will work a 37.5 hour week, with shifts Monday - Sunday between the hours of 6am - 8pm. You will work on rotation and have your shifts in advance, as having a work life balance is important! You will need to be able to commit to training on a full-time basis in the office from 9am - 5.30pm for 6 weeks. Once you have completed your training, you will move to a hybrid way of working. You'll spend around 40% of the time in the office with your team.
Responsibilities:
- Direct line management of Onboarding Associates as they conduct risk based reviews on account applications
- 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
- Comprehensive knowledge of the KYB onboarding customer journey is desirable
- 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 interpretation of data, considering both the business and customer outcomes
- First class coaching and mentoring skills and a desire to drive excellence
- Understanding of KYC/KYB and the Personal and/or Business onboarding processes
- Awareness of a risk based approach and the ability to apply this on a case by case basis
- Excellent written and verbal communication skills
- Comfortable working in a fast-paced environment with the ability to deliver high-quality results under time pressure whilst handling several projects at once
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: 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.
Onboarding Team Lead employer: Starling Bank
Contact Detail:
Starling Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Onboarding Team Lead
✨Tip Number 1
Familiarise yourself with KYC and KYB processes, as these are crucial for the Onboarding Team Lead role. Understanding the nuances of these processes will not only help you in interviews but also demonstrate your commitment to the position.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight specific instances where you influenced team culture or improved processes, as this aligns perfectly with the responsibilities of the role.
✨Tip Number 3
Network with current or former employees of Starling Bank on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Prepare to discuss how you would handle change management within a team. Given the fast-paced environment at Starling, demonstrating your adaptability and strategic thinking in leading teams through transitions will set you apart.
We think you need these skills to ace Onboarding Team Lead
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Onboarding Team Lead position. Tailor your application to highlight relevant experience and skills that align with what Starling is looking for.
Highlight Leadership Experience: Since this role involves leading a team, make sure to emphasise any previous leadership or management experience you have. Use specific examples to demonstrate how you've successfully led teams in the past.
Showcase Customer Focus: Starling values a customer-centric approach. In your application, provide examples of how you've put customers at the heart of your work, particularly in onboarding or account review processes.
Proofread Your Application: Before submitting, take the time to proofread your application. Ensure there are no spelling or grammatical errors, and that your writing is clear and concise. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Starling Bank
✨Show Your Leadership Skills
As an Onboarding Team Lead, demonstrating your leadership abilities is crucial. Prepare examples of how you've successfully managed teams in the past, focusing on coaching and development. Highlight any specific instances where you positively influenced team culture or improved performance.
✨Understand KYC and KYB Processes
Familiarise yourself with Know Your Customer (KYC) and Know Your Business (KYB) processes, as these are key to the role. Be ready to discuss your understanding of these concepts and how they apply to onboarding customers. This will show that you can hit the ground running.
✨Data-Driven Decision Making
The role requires the ability to interpret data and make informed decisions. Prepare to discuss how you've used data in previous roles to drive improvements or resolve issues. This will demonstrate your analytical skills and your ability to enhance processes.
✨Emphasise Communication Skills
Excellent written and verbal communication skills are essential for this position. Be prepared to showcase your ability to communicate effectively with both your team and stakeholders. Consider sharing examples of how you've successfully navigated complex conversations or built relationships in a professional setting.
