Job Description

Hello, wexe2x80x99re 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. Wexe2x80x99re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. Wexe2x80x99re 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:Stage 1 - Prescreen call with Talent Acquisition PartnerStage 2 - Role related interviewsClosing date: Thursday 1st May, 12pmLocation & Working Arrangement: We're open to the successful candidate being based from any of our four sites (Cardiff, London, Manchester or Southampton). We look for all colleagues to spend 10 days a month in the office and the rest can be worked from home. Due to the nature of this role, it is likely there will be regular travel to all sites.About the role:We are seeking a strategic and detail-oriented professional to lead our Shared Services function within Operations. This critical role is responsible for both developing and overseeing the day-to-day running of our shared services, ensuring they operate efficiently and effectively across the business.Acting as the operational xe2x80x98brainxe2x80x99 of the COO function, you will drive resource planning, determine the optimal balance between centralised and local capabilities, and oversee the implementation and maintenance of key operational tools. You will be accountable for managing budgets, identifying skills and training needs, and ensuring teams are equipped to deliver excellence.A key part of your remit will be defining and tracking operational success metrics, implementing performance improvement strategies, and working closely with cross-functional teams to ensure compliance with all internal policies and external regulations.Key Accountabilities & Responsibilities Include:

• Establish and lead a centralised operational services function that supports COO teams across multiple functions, delivering scalable, efficient, and high-impact solutions.
• Define and implement the global vs local service delivery strategy, ensuring the right balance to drive consistency, agility, and operational excellence.
• Own the channel/ contact strategy and operational business architecture, leveraging technology and tooling to optimise operational delivery and enhance customer outcomes.
• Lead the development of capability and knowledge across the COO, through a centralised training and competency framework, best practice sharing, and a robust knowledge management strategy.
• Drive strategic demand forecasting, capacity planning, and resource allocation, ensuring alignment with financial budget controls and long-term business goals.
• Direct the Acceptance into Service process for new products and propositions, ensuring operational readiness, sustainability, and seamless delivery.
• Develop and govern COO-wide performance metrics and MI, defining and measuring what xe2x80x98goodxe2x80x99 looks like to enable insight-driven decision making.
• Centralise the COO Change Framework and strategy execution, driving a culture of continuous improvement, structured change enablement, and cohesive delivery of strategic priorities.
• Champion engagement, recognition, and team development initiatives, while also coordinating business-wide and colleague communications to drive connection, alignment, and a shared sense of purpose.

RequirementsBehaviours & Competencies:

• Leadership and Coaching
• Change Management
• Drive for Operational Excellence
• Strategic Thinking
• Relationship Building

Skills & Experience:

• Demonstrable experience of working within an in house retail operation (essential)
• Consultancy operational experience (desirable)
• Proven experience in leading and managing highly motivated successful teams, including shared service environments
• Process Excellence - understanding of operational processes and practices, including finance, technology, risk management and procurement.
• Strong communication, influencing and relationship management skills enabling effective interaction with key stakeholders
• Establish priorities and create schedules for key activities

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra dayxe2x80x99s 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 canxe2x80x99t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but arenxe2x80x99t sure if you're 100% there yet, get in touch anyway.Wexe2x80x99re on a mission to radically reshape banking xe2x80x93 and that starts with our brilliant team. Whatever came before, wexe2x80x99re 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 wexe2x80x99re 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.

Starling Bank