At a Glance
- Tasks: Coordinate incident management and drive continuous improvements for our clients.
- Company: Join Engine by Starling, a dynamic tech company reshaping banking.
- Benefits: Enjoy 33 days holiday, private medical insurance, and generous family-friendly policies.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact in a fast-paced environment while developing your skills.
- Qualifications: Analytical mindset with an understanding of risk management frameworks.
The predicted salary is between 53085 - 64881 £ per year.
About Engine by Starling
Engine is the software‑as‑a‑service business powering Starling Bank.
A year ago we split out as a separate company to bring this technology to banks worldwide.
Our engineering‑led culture expects every team member to roll up their sleeves and deliver great outcomes for our clients.
Hybrid Working
We prefer a hybrid model. You should live within commuting distance of one of our offices to facilitate in‑person collaboration.
About the Role
This role sits within the Client Success Team and supports Engine’s clients by coordinating Incident Management for Gold and Silver Teams.
Responsibilities
- Coordinating Incident Management for Gold and Silver Teams
- Monitoring adherence to the Incident Management and Escalation Framework and driving continuous improvements
- Reviewing incident impacts, root cause and lessons learned
- Training a core team of people capable of leading Gold and Silver incident coordination
- Reviewing the risk and control environment, including conducting thematic reviews of incidents
- Conducting assurance activities on incidents and incident management to drive consistency and continuous improvement
- Providing training to stakeholders on incidents and incident response activities
- Developing and maintaining specialist procedures related to Incident Management
- Developing reporting and management information covering incident management and wider risk impacts
- Tracking audit trail for incidents, including any agreed actions and Post-Incident Reviews
- Working with Risk and Control owners, providing advice, challenge and input on key decisions, ensuring they are aware, accountable and can clearly articulate and manage their risk profile
- Being a key contributor to the ongoing development of a risk‑aware culture within Engine
- Presenting Risk Management information, collating data and presenting it in a cascadeable way
- Assisting stakeholders in the identification of risk and creation of controls, including development of continuous monitoring approaches
- Identifying control deficiencies and areas for enhancement
Requirements
- Understanding of risk management frameworks
- Knowledge of reporting obligations under global regulatory frameworks (e. g. PSD2) is an advantage
- A natural ability to build strong stakeholder relationships
- An inquisitive and analytical mind that helps you understand risks, controls, processes and determine if controls are working sufficiently, identifying gaps and suggesting improvements
- A proactive approach to managing workloads with a can‑do attitude, use of initiative, taking ownership and seeing things through
- Ability to challenge the status‑quo and help shape financial crime operations to be best‑in‑class across financial services
- Interview Process
- Stage 1 – 45 min with a member of the Client team
- Stage 2 – 60 min with two team members from either Client or Tech
- Stage 3 – Final interview with either the CTO/Deputy CTO or VP Client Services
Benefits
- 33 days holiday (including public holidays; take them when it works best for you)
- An extra day’s holiday for your birthday
- Annual leave increases with length of service, and you can buy or sell up to five extra days
- 16 hours paid volunteering time a year
- Salary sacrifice and company‑enhanced pension scheme
- Life insurance at 4× your salary & group income protection
- Private medical insurance with Vitality Health, 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 such as Cycle‑to‑Work, salary‑sacrifice gym partnerships and Electric Vehicle (EV) leasing
- Job Details
- Location: London, England, United Kingdom
- Seniority level: Mid‑Senior level
- Employment type: Full‑time
- Job function: Information Technology
About Us
Engine by Starling is on a mission to radically reshape banking.
We’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
We’ll consider all candidates regardless of whether you tick every box.
If you’re excited about working with us, contact us even if you’re still developing the skills for this role.
Equal Opportunity
Engine by Starling is an equal opportunity employer and is proud of ongoing efforts to foster diversity & inclusion in the workplace.
Individuals seeking employment are considered without regard to race, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.
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Incident Manager - Engine by Starling employer: Starling
Starling Bank is an exceptional employer that prioritises employee well-being and professional growth, offering a vibrant work culture in Manchester. With a commitment to flexible working, comprehensive benefits, and a focus on innovation, employees are empowered to make a meaningful impact in the banking industry while enjoying a supportive and inclusive environment. Join us to be part of a forward-thinking team dedicated to doing the right thing and shaping the future of banking.
StudySmarter Expert Advice🤫
We think this is how you could land Incident Manager - Engine by Starling
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Starling. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Starling before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Incident Manager - Engine by Starling
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Starling:Your cover letter is your chance to shine! Tell us why you want to work at Starling specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Starling!
How to prepare for a job interview at Starling
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
