Retail Card Disputes Manager
Starling Bank
London, England, United Kingdom
2d ago


Reporting to the Head of Payments and Reconciliations, you will lead the operations team who specialise in retail card disputes and second presentments to deliver results and drive excellence in this area.

You will use your experience to manage workloads across the teams, take accountability for operations performance, and proactively communicate and escalate operational challenges and successes to key stakeholders in the bank .

You will work to to optimise processes, as well as working with other key stakeholders around the bank to drive solutions to issues within the department.


  • Management of team leaders of investigators liaising with customers on all retail card dispute and second presentment related matters
  • Responsible for the design and delivery of operational processes relating to card disputes and second presentments
  • Support and provide input into ad hoc projects to enhance controls or to meet new regulation, legislation or best practice
  • Day to day management of the daily workload and caseload, within agreed SLAs / KPIs
  • Accountable for the SLA delivery and operational control performance in full compliance with legal, regulatory and internal policies and standards
  • Responsible for identifying, raising, and managing operational incidents to completion
  • Liaising with the Head of Card Fraud Operations where necessary to collaborate on emerging trends and Chargeback queries.
  • Proactively communicate and escalate key trends, complex cases, and operational challenges to the Head of Payments and Reconciliations and other key stakeholders in the Bank
  • Responsible for implementing new processes and procedures resulting from new regulatory or industry changes
  • Improve internal processes so they are streamlined and automated
  • Develop a feedback loop to ensure any trends identified by the operations teams are fed back to the Policy and Projects team for review.
  • Responsible for ensuring training and development programs and processes (e.g IO Resolution).
  • Lead by example by embracing the Starling culture, and driving a change’ mentality to meet the continuously evolving needs of the Bank.
  • Skills :

  • Experience leading teams to achieve their goals
  • Experience in overseeing and managing workload and prioritisation of tasks
  • At least 2 years' experience working in a Financial Institution, preferably in banking
  • Strong knowledge and understanding of Mastercard chargeback rules and processes
  • Behaviours and Competencies :

  • Ability to balance workload and deal with multiple priorities
  • Critical thinker and problem-solving skills
  • Be a tenacious decision maker
  • Positively influence and contribute to the team culture
  • Strong customer focus - ensuring the best possible outcome for the customer and the bank
  • Excellent communicator - both written and oral with customers and other stakeholders around the business
  • Enthusiastic and adaptable to a rapidly changing and sometimes remote environment
  • Collaborator - ability to work effectively as a team taking on additional responsibilities to help colleagues
  • The ability and desire to question the status quo
  • A sense of ownership and pride in your performance and its impact on the company’s success


  • 33 days holiday (including public hols). You’ll also get your birthday on us
  • 16 hours paid volunteering time a year
  • Family friendly leave policies
  • Private Medical Insurance with VitalityHealth
  • We have many varied social groups set up and run by our employees - ForTheWin (a gaming group), Starling FC, book club and many more!
  • Discounts on cinema tickets, restaurants, shopping and train tickets via a Perkbox membership
  • Access to salary sacrifice’ benefits such as Cycle to Work scheme
  • Gym membership options
  • Season ticket travel options
  • Full details are available on our site
  • About us :

    We are a leading digital bank on a mission to disrupt the banking industry. We’ve built an app with smart money management tools to help our customers live a healthier financial life.

    We also offer groundbreaking B2B banking and payments services.

    Since our launch in 2014, we’ve opened almost three million accounts including 480,000 business accounts for small and medium-sized enterprises (SMEs).

    We’re a fully licensed UK bank and we have the culture and spirit of a fast-moving, disruptive technology company. We’ve been voted Best Current Account for the last five years running, named Which?

    Banking Provider of the Year for the last two and we were the most switched to bank in 2021. We employ more than 1,800 people across our London, Southampton and Cardiff offices.

    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.

    By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes.

    Our explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.

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