Financial Assistance (Collections) Enablement Change Lead

Starling Bank; Manchester; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Starling Bank is seeking a Financial Assistance Enablement Change Lead to manage change processes within the Financial Assistance department. The role involves overseeing a team, ensuring smooth implementation of changes, and enhancing customer experience while maintaining compliance. Join a progressive bank aiming to radically reshape banking.

Benefits

25 days holiday plus public holiday allowance

An extra day’s holiday for your birthday

Annual leave increased with length of service

16 hours paid volunteering time a year

Generous family-friendly policies

Qualifications

• Strong stakeholder management skills.
• Experience in a regulated/non-regulated collections environment.
• Excellent influencing, interpersonal and communication skills.

Responsibilities

• Manage a team of Process Design Analysts.
• Lead and deliver end-to-end process change initiatives.
• Collaborate with senior stakeholders to ensure change initiatives are aligned with strategic objectives.

Skills

Stakeholder Management

Communication

Problem-solving

Organizational Skills

Leadership

Job description

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:

Stage 1 -Role related interview with the Head of Financial Assistance Business Support

Closing date: Friday 27th June at 5pm

Working hours and training requirements:

Working Hours:Full time rotational shifts Monday - Friday 9am - 5:30pm.

Training:This will be conducted in the office over a minimum of 6 weeks, once this is completed you will move to a hybrid way of working. The team will work from the office 10 days a month.

About the role:

The Financial Assistance (Collections) Enablement Change Lead is responsible for the internal change management framework. This role ensures change is delivered across Financial Assistance in a consistent and appropriately governed way, guiding the department through strategic transitions to ensure smooth implementation and correct adherence to established policies.

The Enablement Change Lead will develop and implement internal change management strategies for Financial Assistance, focusing on people-centric aspects like stakeholder engagement, communication, and training.

A core focus of the role is ensuring that all process change initiatives are effectively scoped, planned, implemented, and embedded across Financial Assistance, maintaining a full audit trail from inception to completion. This contributes to enhancing customer experience, driving operational efficiency, and maintaining regulatory compliance.

Responsibilities:

• Manage a team of Process Design Analysts and provide coaching and development to enhance skills and knowledge.
• Lead and deliver end-to-end process change initiatives
• Help build, enhance, and maintain financial Assistance procedures, ensuring effective learning and embedding of changes
• Own the Financial Assistance internal change management framework
• Lead the financial assistance internal change management approach, including stakeholder engagement, and post-implementation support.
• Work with all stakeholders, ensure that full audit trails are completed from the scope to completion.
• Collaborate with senior stakeholders to ensure change initiatives are aligned with the bank's strategic objectives.
• Plan, track, report on change outcomes, and ensure all changes are reviewed to remain fit for purpose.
• Undertake responsibilities aligned to the Financial Assistance T&C programme.
• Work with the Ops Management and Coaching Lead to help plan any training rollout.
• Effectively performance manage the Process Design and Change Management teams
• Ensure business readiness assessments are completed for each initiative
• Progress monitoring and measurement: Track progress, identify issues, and make adjustments to the change management plan where appropriate

• Strong stakeholder management skills with the ability to effectively influence and communicate at all levels
• Demonstrates a positive can-do attitude and a proactive attitude
• A passion for delivering great support to customers in financial difficulty
• Excellent influencing, interpersonal, and communication skills
• Highly organised, with the ability to deliver to deadlines and manage conflicting priorities within a dynamic environment
• Great understanding of change management principles, methodologies, and tools
• Excellent written and verbal communication skills, including active listening and the ability toarticulate complex changes
• Ability to identify, engage, and influence key stakeholders
• Strong analytical and problem-solving skills to identify and resolve issues that may arise during a change process
• Familiarity with project management approaches and tools
• Ability to lead and motivate others
• A good understanding of the emotional impact of change
• Experience in a regulated/non-regulated collections environment

• 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.