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Starling Bank

Cardiff, United Kingdom

Other

Yes

2

30.03.2025

14.05.2025

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 3,500 people across our London, Southampton, Cardiff and Manchester offices.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious.

Following your application being reviewed, you can expect the below:

1. Stage 1 - Prescreen with recruiter
2. Stage 2 - Role related interviews

About the role:

Financial Assistance undertakes Collections and Recoveries activity across a range of retail and SME products for the Bank.

The Head of Business Support has leadership and management responsibility for all business support functions within the Financial Assistance department. This includes Training & Coaching, Enablement, Internal Communications, and MI & Insights. The Head of Business Support plays a key part in achieving the Financial Assistance objectives by leading efficiency and innovation strategies. The role supports the Head of Operations, Head of Conduct & Compliance and Head of Strategy in the delivery of change and innovation and increasing the effectiveness of our Financial Assistance operation. The role will report directly to the Director of Financial Assistance with the focus of supporting their vision and objectives for Financial Assistance.

Key Responsibilities:

Leadership and Management:

• Lead, manage, and support the business support teams.
• Provide strategic direction and objectives for the business support functions.
• Ensure effective performance management systems are in place.

Operational Support:

• Develop and implement effective strategies and operational plans.
• Ensure efficient and effective delivery of business support services.
• Support Head of Operations in identifying and implementing efficiencies.
• Provide specialist knowledge and support to ensure deliverables are achieved to meet business requirements.

Strategic Planning and Reporting:

• Lead and input into the annual business planning process.
• Develop and manage strategic business planning, risk management, and performance reporting.
• Analyse performance data, identify potential risks or trends, and propose solutions.
• Ensure compliance with relevant regulations and industry standards.

Team Development:

• Promote a culture of continuous improvement and innovation within the business support teams.
• Support staff development, training, and team working.
• Mentor and coach direct reports to develop their leadership, management and operational skills.
• Ensure staff are aware of and adhere to organisational policies.

Key Contacts:

• Liaise with internal stakeholders at all levels, including senior leadership and team management.
• Support the Director of Financial Assistance in achieving the vision and corporate objectives for the organization.
• Build and maintain strong working relationships with other departments.

Requirements:

• A strong senior leader with experience of supporting the implementation of collections and recoveries processes and strategies.
• Strong communication skills to ensure the Business Support vision is understood and implemented correctly.
• Able to provide constructive feedback to Senior Leaders.
• Excellent knowledge of MI, reporting and the ability to provide data driven insights.
• Ability to see the bigger picture, applying judgement on the impact of operational resilience.
• Flexible, with the ability to multitask and prioritise in a changing and busy environment.
• Strong experience in designing and implementing new support frameworks.
• Understand the application of a Internal Communications team.
• Be a confident problem solver an innovative thinker with the ability to make effective decisions.
• Have a proven ability to communicate effectively with colleagues across different levels.

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:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway. 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.