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.
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.
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