Incident Manager – Engine by Starling

At Engine by Starling, we are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.

Engine is Starling’s software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and two years ago we split out as a separate business.

Starling has seen exceptional growth and success, and a large part of that is down to the fact that we have built our own modern technology from the ground up. This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling’s success.

As a company, everyone is expected to roll up their sleeves to help deliver great outcomes for our clients. We are an engineering led company and we’re looking for someone who will be excited by the potential for Engine’s technology to transform banking in different markets around the world.

Hybrid Working

We have a Hybrid approach to working here at Engine – our preference is that you’re located within a commutable distance of one of our offices so that we’re able to interact and collaborate in person.

About the Role

This role will sit within the Client Success Team and will support Engine’s Clients by;

• Coordinating Incident Management for Gold and Silver Teams
• Monitoring adherence to the Incident Management and Escalation Framework, and driving continuous improvements
• Reviewing incident impacts, root cause and lessons learned
• Training a core team of people capable of leading Gold and Silver incident coordination

What you’ll get to do:

• Reviewing the risk and control environment, including conducting thematic reviews of incidents
• Conducting assurance activities on incidents and incident management driving consistency and continuous improvement
• Providing training to stakeholders on incidents and incident response activities
• Developing and maintaining specialist procedures related to Incident Management
• Development of reporting and management information covering incident management and wider risk impacts
• Tracking of audit trail for incidents including any agreed actions and Post Incident Reviews
• Working with Risk and Control owners by providing advice, challenge and input on key decisions, ensuring Risk and Control owners are aware and accountable and enabling them to clearly articulate and manage their risk profile.
• Key contributor to the ongoing development of a risk aware culture within Engine.
• Presentation of Risk Management information, collating data and presenting in a way that can be cascaded.
• Assisting key stakeholders on the identification of risk and creation of controls including development of continuous monitoring approaches.
• Identifying control deficiencies and areas for enhancement.

Requirements

Skills & Knowledge

• An understanding of risk management frameworks.
• Understanding of reporting obligations under various global regulatory frameworks (e.g. PSD2) would be an advantage.

Behavours

• A natural ability to build strong stakeholder relationships.
• An inquisitive and analytical mind is key and will help you to really understand risks, controls, processes and whether our controls are working sufficiently to mitigate our risks, identifying control gaps & suggesting improvements.
• A proactive approach to managing workloads and ‘can do’ attitude, along with ability to use initiative, taking ownership and seeing things through.
• Ability to challenge the status quo, helping us shape financial crime operations to be the best in class across financial services.

Interview 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. In general you can expect the below, following a chat with one of our Talent Team:

• Stage 1 – 45 mins with someone from the Client team
• Stage 2 – 60 min with two team members from either Client or Tech
• Stage 3 – Final with either CTO/ Deputy CTO or VP Client Services

Benefits

• 33 days holiday (including public holidays, which you can take when it 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.

Engine by Starling is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling 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 Engine by Starling and Starling 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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