Senior Compliance Manager - Vulnerable Customers

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. Since our launch in 2014, we’ve opened over three million accounts and we've been voted Best Current Account Provider five years in a row. We employ more than 2,300 people across our London, Southampton and Cardiff offices and will open our Manchester office in 2023.

You will be our first line expert on the regulatory environment, helping ensure our compliance with the UK regulatory framework with respect to delivering for vulnerable customers.

This role provides an opportunity to join Starling Bank, and lead the development of our policies to support those customers who sometimes need it most, and find themselves in vulnerable circumstances.

This could be a temporary vulnerability and someone just needs an additional bit of help, or it could be something that is going to have a longer term impact. At Starling we have built tools that help customers to better manage their finance and our staff focus on supporting customers to access those tools. We will always work to listen to customers and continue to improve our services. This role will play a big part in helping us to achieve this.

About the Role

This is a first line role, as such you will work in the 1st line team to help ensure we understand where our customers are experiencing vulnerabilities, how we are identifying those vulnerabilities, how we are working to respond to those customers challenges, and supporting front line staff to be able to offer that support when our customers need it. You will be responsible for ensuring we agree our policies, document our procedures, and have a reporting framework in place to deliver oversight and challenge within our governance framework.

You’ll bring your knowledge of the UK Banking Vulnerable Customer Regulatory regime to the role, advising and supporting our teams to ensure compliance, whilst most importantly, finding the best solution for our customers. You will be passionate about delivering excellent customer outcomes. This is a critical role, requiring strong diligence, expert knowledge and good relationships.

Key Responsibilities

• Responsible for designing and implementing policy and processes that support vulnerable customers.
• Responsible for reviewing customer outcomes testing to identify process improvements for vulnerable customers
• Responsible for ensuring vulnerable customers are considered as part of new product development
• Responsible for supporting ongoing compliance of the Consumer Duty
• Responsible for establishing and testing the controls for vulnerable customers.
• Work closely with internal stakeholders, including the CEO, other executives, product, engineers, legal, and compliance.
• Manage and ensure timely responses to official queries and engagements, ensuring internal coordination and oversight.

Requirements

• You’ll be passionate about driving change in banking.
• Your knowledge of the regulatory environment will help Starling to drive continued improvements for customers, challenging industry norms.
• You’ll have excellent technical knowledge of the UK regulatory framework, perhaps having worked in a regulator role, or consultancy providing advice on the UK framework.
• You will have strong attention to detail, always ensuring the standards we set are the best for our customers.
• You will ensure that we are able to deliver strong controls to meet our regulatory obligations.

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
• 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
• 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 and Salary Sacrificed Gym partnerships

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.

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