Customer Remediation Lead

6 months ago

London, United Kingdom Starling Bank Full time

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.
We're looking for a Customer Remediation Lead, who will support the Head of Remediation to manage and deliver remediation which has been identified by root cause analysis, internal audit findings and incidents.
You'll play a vital role in the response to incidents which arise within the Retail Bank.
Key Responsibilities
- Play a supporting role in the management, coordination and delivery of remediation for the Retail Bank.
- Contribute to the end to end delivery of the relevant remediation workstreams, working closely with the Head of Remediations and key stakeholders.
- Work cross-team to ensure that the remediation approach considers all key areas of the bank (operations, compliance, legal, customer experience etc.)
- Contribute to the remediation plan(s) for each workstream when applicable (including key dependencies, timeline and resource requirements).
- Work with the Head of Remediation to help prepare for any remediation working group meetings/steering committees and participate when required with a focus on ensuring a customer approach and direction.
- Contribute to Business, Committee and external updates on the progress of remediation workstreams.
- Help identify and rectify the root cause of incidents.
- Use root cause analysis to help identify key controls which will mitigate any future incidents and any potential remedial activity.
- Assess policies and procedures to ensure that they are fit for purpose, are delivering good customer outcomes and are compliant against regulation.
- Contribute to insight on the progress of incidents and the state of customer remediations to ensure that the Senior Management team has full visibility of progress.
- Support with any notification to the regulators on the scale, customer impact and remediation details of incidents/breaches/customers remediations.
- Keep the internal risk management platform up to date on the existence of key risks and the related controls which are being implemented to mitigate risks.

**Requirements**:

- Experience of planning, managing and delivering remediation in the financial services sector.
- Ability to converse and communicate across multiple levels of the Organisation.
- Experience managing key stakeholders of all levels across an organisation.
- Excellent analytical skills and attention to detail.
- Proven track record of building and maintaining team capabilities.
- Demonstrate knowledge and adherence to the FCA’s Principles for Business and Conduct rules.
- A good understanding of risk and compliance in the financial services sector.
- Experienced in the practical implementation and maintenance of a remediation framework in the financial services sector.
- Excellent written and oral communication skills.

**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
- Incentivised 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. 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.

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