Onboarding Team Lead

TN United Kingdom; Southampton; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An innovative bank is seeking a dynamic Team Leader for its Onboarding and Account Review team. This role is perfect for an individual with a strong background in team management and customer service. You'll lead a team, ensuring efficient operations while prioritizing customer needs. With a commitment to fostering a positive team culture and driving excellence, you'll be at the forefront of transforming the banking experience. Join a forward-thinking organization that values diversity and is dedicated to reshaping banking for everyone.

Benefits

25 days holiday plus public holiday allowance

Extra day off for your birthday

Annual leave increase with service

Paid volunteering time

Life insurance at 4x salary

Private Medical Insurance

Generous family-friendly policies

Perkbox membership

Cycle to Work scheme

Electric Vehicle leasing

Qualifications

• Strong background in leading teams and managing performance.
• Experience in financial services with a focus on risk management.

Responsibilities

• Manage a team of onboarding associates conducting risk-based reviews.
• Drive improvements in processes using data and trends.
• Ensure quality expectations are met through coaching.

Skills

Team Management

Coaching and Mentoring

KYC/KYB Knowledge

Decision Making

Communication Skills

Risk Assessment

Education

Experience in Financial Services

Job description

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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 3,000 people across our London, Southampton, Cardiff and Manchester offices.

About the role:

We are seeking a dynamic, customer-focused Team Leader to join our Onboarding and Account Review team. This role would suit an individual with a proven background in leading people. You will be supporting a team of onboarding associates, providing coaching and development, as well as taking a lead role in ensuring we are operating efficiently and securely whilst putting the customer at the heart of what we do.

This role will close on Wednesday 7th May at 5pm.

Shifts & Working Arrangements:

You will work a 37.5 hour week, with shifts Monday - Sunday between the hours of 6am - 8pm.

- You will work on rotation and have your shifts in advance, as having a work life balance is important!

You will need to be able to commit to training on a full-time basis in the office from 9am - 5.30pm for 6 weeks. Once you have completed your training, you will move to a hybrid way of working. You'll spend around 60% of the time in the office with your team and 40% working from home.

Responsibilities:

• Direct line management of Onboarding Associates as they conduct risk based reviews on account applications
• Positively influencing and contributing to the wider team culture
• Acting as a KYC and KYB subject matter expert; sharing technical expertise with the team and taking on Quality Checking responsibility for direct lines
• Ability to interpret risk scoring and Enhanced Due Diligence requirements
• QC responsibility for direct lines; ensuring quality expectations are met; offering coaching and mentoring to drive improvement
• Adaptable, and have the ability to lead people through change
• Own, and drive identification, escalation and resolution of risks
• Use trends and data to proactively seek improvements to the existing process, taking ownership of these improvements from start to finish.
• Ensuring customers are helped in a timely manner and sufficient time is allocated for complex investigations
• Proactive in building relationships with key stakeholders across the business and able to leverage these when working on guidance and projects

Requirements

• Comprehensive knowledge of the BCA onboarding customer journey is desirable.
• Previous experience of managing a team in a financial services or risk based role. The ability to demonstrate transferable experience would also be desirable.
• Decisive decision making based on interpretation of data, considering both the business and customer outcomes
• First class coaching and mentoring skills and a desire to drive excellence
• Understanding of KYC/KYB and the Personal and/or Business onboarding processes
• Awareness of a risk based approach and the ability to apply this on a case by case basis
• Excellent written and verbal communication skills.
• Comfortable working in a fast-paced environment with the ability to deliver high-quality results under time pressure whilst handling several projects at once
• 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.

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Created on 28/04/2025 by TN United Kingdom