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:
The Compliance & Conduct Risk Manager is responsible for supporting the Financial Assistance (Collections) team in managing compliance and conduct risks associated with debt collection activities. This role ensures that all Financial Assistance activities adhere to regulatory requirements, internal policies, and ethical standards, while maintaining a customer-centric approach. The officer will work closely with other teams to ensure that conduct risk is effectively identified, managed, and mitigated within the first line of defence.
Key Responsibilities:
* Compliance Monitoring and Oversight:
o Conduct regular reviews and audits of Financial Assistance activities to ensure compliance with relevant UK laws, regulations, and internal policies, such as the Consumer Credit Act 1974, the Financial Conduct Authority (FCA) guidelines, the General Data Protection Regulation (GDPR), and the Data Protection Act 2018.
o Monitor the implementation of compliance and conduct risk management frameworks within the Financial Assistance department.
o Identify gaps or breaches in compliance and collaborate with the Financial Assistance Manager to develop and implement corrective actions.
* Risk Assessment and Management:
o Perform risk assessments to identify potential compliance and conduct risks associated with debt collection practices, considering the requirements of UK regulatory bodies such as the Financial Conduct Authority (FCA), the Information Commissioner's Office (ICO), and the Prudential Regulation Authority (PRA).
o Maintain a risk register and ensure risks are effectively reported, escalated, and managed in line with the company’s risk appetite.
o Support the development and maintenance of controls to mitigate identified risks, ensuring alignment with the FCA's Senior Managers and Certification Regime (SM&CR).
* Policy (Standards) and Procedure Development:
o Assist in developing and updating policies, procedures, and guidelines related to Financial Assistance activities to ensure alignment with regulatory requirements and best practices, including Treating Customers Fairly (TCF) principles and the FCA's Consumer Duty.
o Communicate and implement new policies and procedures to the Financial Assistance team and ensure understanding and adherence.
* Training and Awareness:
o Deliver training sessions and workshops to Financial Assistance colleagues on compliance, conduct risk, data protection (GDPR), and customer conduct topics.
o Promote a culture of ethical behaviour, compliance, and risk awareness within the team, in line with UK regulatory expectations.
* Stakeholder Engagement:
o Collaborate with internal stakeholders, such as Legal, Compliance, Risk Management, and Data Protection Officers, to ensure a cohesive approach to managing compliance and conduct risks.
o Liaise with external stakeholders, including regulators (FCA, ICO), auditors, and industry bodies, as necessary.
* Reporting:
o Prepare regular reports on compliance and conduct risk management activities, including identified risks, breaches, and remediation actions, for presentation to senior management and regulatory bodies.
o Provide insights and recommendations to senior management on compliance and conduct risk matters, aligning with FCA expectations on conduct and accountability.
* Continuous Improvement:
o Identify opportunities for continuous improvement in compliance and risk management processes.
o Stay updated on regulatory changes, industry developments, and enforcement actions by UK regulators (FCA, ICO, PRA) related to collections and conduct risk, ensuring timely adaptation of internal practices.
Success will include:
* Ensure Compliance Adherence: Achieve a compliance audit pass rate of 95% or higher for Financial Assistance activities, in line with the FCA's requirements for firms to demonstrate compliance.
* Enhance Risk Management Practices: Complete risk assessments for all Financial Assistance processes quarterly and update the risk register accordingly, considering FCA guidelines on risk management and controls.
* Develop and Deliver Training Programs: Conduct a minimum of four training sessions per year for Financial Assistance colleagues on compliance, ethical conduct, risk management, and data protection topics.
* Effective Stakeholder Engagement: Establish regular communication channels with key internal stakeholders, including monthly meetings with the Compliance, Risk, and Data Protection teams.
* Drive Continuous Improvement: Identify and implement at least three process improvements within the first year to enhance compliance and risk management efficiency.
Benefits:
* 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.
* 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
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.
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