Customer Operations Change Manager

Starling Bank; Cardiff; On-site; GBP 50,000 - 80,000; Full time

Job summary

Starling Bank is seeking a Customer Operations Change Manager to lead change initiatives that enhance customer experience and operational efficiency. This role involves managing a small team, developing project plans, and collaborating across functional teams to drive transformational changes that maintain regulatory compliance.

Benefits

25 days holiday plus public holiday flexibility

Extra day’s holiday for your birthday

Increased annual leave with service length

Paid volunteering time yearly (16 hours)

Company enhanced pension scheme

Private Medical Insurance including mental health support

Qualifications

• Experience managing change and transformational projects in banking or financial services.
• Excellent project management skills.
• Strong communication skills with the ability to influence at all levels.

Responsibilities

• Manage a team of Change Partners and develop their skills.
• Lead and deliver end-to-end change initiatives.
• Coordinate with cross-functional teams to solve business problems.

Skills

Project management

Interpersonal skills

Analytical skills

Problem solving

Job description

Hello, we’re Starling. We built a new kind of bank because we knew technology had thepower 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.

About the role:

The Customer Operations Change Manager is responsible for managing a small team of change partners and leading and delivering change initiatives that support the Bank and Customer Operations' strategic objectives. The role ensures that change initiatives are effectively scoped, planned, implemented, and embedded across Customer Operations - enhancing customer experience, driving operational efficiency, and maintaining regulatory compliance.

Responsibilities:

• Manage a team of Change Partners and provide coaching and development to enhance skills and knowledge.
• Lead and deliver end to end change initiatives
• Own the change management approach, including stakeholder engagement, business readiness plans, and post implementation support.
• Develop and manage detailed project plans, identifying critical milestones, resource needs, risks and dependencies.
• Collaborate with cross functional teams (Customer Operations and the Bank) to solve problems.
• Track and report on change outcomes
• Act as Customer Operations lead on a number initiatives and coordinating with the rest of the business areas to shape and influence the delivery of change.

Applications will close on Monday 9th June at 9am.

• Experience and understanding of managing change and transformational projects within banking or financial services (desired)
• Excellent project management skills
• Strong interpersonal and communication skills, with the ability to influence others at all levels
• Experience working in cross functional teams
• Comfortable working with ambiguity and adapting evolving priorities
• Strong analytical and problem solving skills and risk management

• 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. 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.