Mid Term Planning & Forecasting Manager

Description

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.

The Opportunity

The Mid Term Planning & Forecasting Manager will flawlessly deliver, implement and manage resource plans and forecasts across Operations. Focusing on a mid term view (0-90 days). This high impact role is the engine room of our operational performance, focused on accurately forecasting future customer demand and ensuring we have the right people, with the right skills, available at the right time to manage customer interactions quickly and efficiently.

You will work at pace and leverage advanced data analytics and statistical modelling to provide actionable insights to senior leadership, supporting strategic decision making and operational efficiency.

Location: Cardiff

Reporting to: Head of Resource Planning

Closing date: 4th December at 5:30pm

Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.

Key Accountabilities or Responsibilities:

• Lead, coach, and develop a team of Planning & Forecasting Analysts, fostering a culture of pace, accuracy, and continuous improvement and personal development
• Continuously monitor and analyse operational demand for seasonality, contact rates, handling times, and shrinkage. Utilise statistical modelling to refine forecasts and ensure plans are immediately updated to reflect the most current and relevant data for decision making.
• Develop and implement rolling mid term resource plans (0-90 days) that account for newly identified changes, marketing campaigns, and external events based on your forecasts.
• Provide clear, timely, and data led recommendations on supply adjustments and monitor the immediate effectiveness of changes to ensure capacity is always aligned to demand profiles.
• Own and rigorously monitor intra-month and intra-day demand profiles to ensure capacity is effectively aligned, enabling consistent and fast service delivery
• Work closely with the Long Term Planning and Forecasting Manager and Scheduling Manager to ensure plans are handed off seamlessly for immediate execution and key metrics are aligned

Requirements

Behaviours & Competencies:

• Accountable leader who uses strong customer and colleague focus to drive operational excellence
• Proven ability to adapt to, and lead teams through, regular change while maintaining consistency and driving execution across Operations
• Exceptional ability to balance and prioritise workload to focus on the highest impact activities
• Ability to build strong, effective relationships with Change, Marketing, and Operational teams to facilitate quick decision-making and implementation

Essential Skills & Experience

• Strong analytical skills, attention to detail, and problem-solving skills.
• Expert understanding of demand forecasting methodologies (including statistical modelling) and the key commercial and operational drivers of customer demand
• Excellent communications and influencing skills, with the ability to present complex data in a clear, digestible, and actionable format
• Strong judgment skills with the ability to provide timely and impactful recommendations under pressure

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.