Incident Manager

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.

This role will sit within the 1

LoD Risk and Control Team and will support the Senior Incident Manager and Head of Incident Management by;

• Responding to and assisting in the co-ordination of Incidents impacting the Bank, ranging from moderate to major incidents (Physical, Cyber, Technical, and Operational), providing translation of technical issues for operational audiences
• Supporting business engagement with key stakeholders and supporting departments in their incident management engagements.
• Monitoring adherence to the Incident Management and Escalation Framework.
• Assisting in conducting PIR’s on behalf of the business, supporting in assigning actions and reviewing Incident impacts, root cause and lessons learned.

Key Accountabilities Include:

• Supporting the Incident Command (IC) structure across the organisation, assisting in driving resolution from identification through to completion
• Maintaining the complete, auditable record of all incidents, assisting in challenging data (especially financial/regulatory figures) to ensure the accuracy of the audit trail and its alignment with defined corrective actions
• Developing and delivering accurate Management Information (MI) for executive governance and regulatory oversight (e.g., 2
  
  LoD), covering incident performance and wider risk impacts
• Assisting in assurance activities and thematic reviews on the Incident Management Framework
• Acting as a partner to Risk and Control owners, providing support and challenge on key decisions to ensure accountability and enable clear articulation and management of their risk profile
• Supporting stakeholders in the identification of new risks and the creation of effective preventative and detective controls
• Providing targeted training and coaching to stakeholders across the Bank on the framework, incident response, and action tracking

Regulatory

Experience:

• Demonstrated experience operating with the rigor required by the regulators, particularly concerning the timely identification and escalation of incidents impacting prescribed responsibilities.
• Verifiable experience assisting in managing and governing high-severity incidents that necessitate external regulatory notification (e.g., FCA), including managing follow-up questions and final remediation reporting.
• Knowledge of Operational Risk, Conduct Risk, and the Consumer Duty is essential, with proven ability to translate these regulatory requirements into effective incident management processes and control actions

Behaviours &

Competencies:

• An ability to build strong stakeholder relationships and experience in challenging the status quo to drive process.
• Excellent communicator with demonstrable experience in communicating clearly and concisely in high-stress situations to all levels within the business, from technical engineers to the executive team.
• Proven experience in Incident Management for large institutions, with experience in understanding Crisis Management frameworks such as the Gold, Silver & Bronze structure.
• An inquisitive, analytical mind is key, with proven experience assisting in serious/complex incident investigations that require challenging initial assumptions and verifying data for regulatory accuracy.
• A proactive approach to managing…