Intraday Manager - Secondment
Location: Cardiff & Southampton
Reporting to: Rebecca Voisey, Head of Resource Planning
Closing date: 10am, Tuesday 7th April.
This role is a 6 month secondment.
About Starling:
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:
To lead a team of Intraday Analysts and team leader, motivating and developing them to ensure that appropriate staffing levels are available at any time to service customer demand within the agreed service levels. Balancing performance across all channels, setting the team up for success across the 24/7 operating hours.
Responsibilities:
● Motivate, coach and develop the team.
● Drive delivery of our daily KPIs and ensure an exceptional level of service to stakeholders both internal and external.
● Ensure that all workloads are managed equally across the team and completed within SLAs
● Ensure the team are kept updated on all appropriate matters, with consideration for colleagues across all working patterns and locations.
● Build strong relationships with operational leaders providing insight on performance, and advice and recommendations on opportunities to improve service levels.
● Drive improvements to processes and
procedures, creating capacity and capability to provide real-time for a wider range of operational teams.
● Positively influence and contribute to the team culture.
Requirements
Behaviours & Skills:
● Accountable leader with strong customer focus
● Ability to balance workload proactively identifying and mitigating challenges to service
● Ability to get the best out of people
● Ability to adapt to, and lead teams through regular change
● Excellent communication and influencing skills
● Strong knowledge of Workforce Management software
● Previous experience of real time management in a contact centre environment.
● Strong spreadsheet skills ideally google sheets
● Excellent analytical capability
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.