At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.
Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We're a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.
Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.
The Opportunity
This role will sit within the 1LoD Risk and Control Team and will support the Senior Incident Manager and Head of Incident Management by;
- Responding to and assisting in the co-ordination of Incidents impacting the Bank, ranging from moderate to major incidents (Physical, Cyber, Technical, and Operational), providing translation of technical issues for operational audiences
- Supporting business engagement with key stakeholders and supporting departments in their incident management engagements.
- Monitoring adherence to the Incident Management and Escalation Framework.
- Assisting in conducting PIR’s on behalf of the business, supporting in assigning actions and reviewing Incident impacts, root cause and lessons learned.
Key Accountabilities Include:
- Supporting the Incident Command (IC) structure across the organisation, assisting in driving resolution from identification through to completion
- Maintaining the complete, auditable record of all incidents, assisting in challenging data (especially financial/regulatory figures) to ensure the accuracy of the audit trail and its alignment with defined corrective actions
- Developing and delivering accurate Management Information (MI) for executive governance and regulatory oversight (e.g., 2LoD), covering incident performance and wider risk impacts
- Assisting in assurance activities and thematic reviews on the Incident Management Framework
- Acting as a partner to Risk and Control owners, providing support and challenge on key decisions to ensure accountability and enable clear articulation and management of their risk profile
- Supporting stakeholders in the identification of new risks and the creation of effective preventative and detective controls
- Providing targeted training and coaching to stakeholders across the Bank on the framework, incident response, and action tracking
Requirements
Regulatory Experience:
- Demonstrated experience operating with the rigor required by the regulators, particularly concerning the timely identification and escalation of incidents impacting prescribed responsibilities.
- Verifiable experience assisting in managing and governing high-severity incidents that necessitate external regulatory notification (e.g., FCA), including managing follow-up questions and final remediation reporting.
- Knowledge of Operational Risk, Conduct Risk, and the Consumer Duty is essential, with proven ability to translate these regulatory requirements into effective incident management processes and control actions
Behaviours & Competencies:
- An ability to build strong stakeholder relationships and experience in challenging the status quo to drive process.
- Excellent communicator with demonstrable experience in communicating clearly and concisely in high-stress situations to all levels within the business, from technical engineers to the executive team.
- Proven experience in Incident Management for large institutions, with experience in understanding Crisis Management frameworks such as the Gold, Silver & Bronze structure.
- An inquisitive, analytical mind is key, with proven experience assisting in serious/complex incident investigations that require challenging initial assumptions and verifying data for regulatory accuracy.
- A proactive approach to managing workloads and a 'can-do' attitude, along with the ability to use initiative, taking ownership and seeing things through.
- Foundational understanding of the technologies relevant to a cloud-based banking platform (e.g., microservices, public cloud environments) and knowledge of risks associated with API change management, CI/CD pipelines, and data platform health
Skills:
- Proficiency in data and analysis tools (including Google Sheets functions) for compiling Management Information (MI), conducting data-driven incident analysis, and verifying incident impact. - Proven experience working with GRC (Governance, Risk, and Compliance) or Audit/Action Tracking tooling for formal tracking of corrective actions, control remediation, and evidence collection
- Hands-on experience utilising and configuring Incident Management platforms (e.g., incident.io, Opsgenie) and their integration with communication and monitoring tools (e.g., Slack, Datadog)
- Working knowledge of the Payments landscape (e.g., Faster Payments, BACS, SEPA) and associated concepts, including the transaction lifecycle, settlement, and reconciliation
- Exposure to working within a dedicated First or Second Line of Defence (1LoD/2LoD) Risk function or acting as a risk champion within a core business line
Benefits
Why Join Starling?
Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you'll have the freedom to accomplish your goals in innovative ways.
Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing.”
Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
A Bank That Cares: We're a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
- Company-enhanced salary sacrifice pension scheme (7% employer contribution)
- Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Life Insurance at 4x your salary.
- 16 hours of paid volunteering time a year.
- Ability to buy or sell annual leave.
- Generous family-friendly policies.
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- 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) leasingOur Commitment to Equality
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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
