About this role
SCUK Risk & Controls Manager (Non-Financial Risk) Country: United Kingdom Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for a Risk & Controls Manager (Non-Financial Risk) to join us at our Redhill, Surrey office.
In this role, reporting to the Controls Oversight Service Improvement (COSI) Manager you will lead the Risk and Controls (Non-Financial Risk) team to deliver good customer outcomes which mitigate conduct and business detriment risks, whilst also leading root cause analysis of complaints/complex investigations using industry standard assurance methodologies, design of solutions, and customer redress remediations to resolve issues.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Key Responsibilities will include:
Deliver risk-based investigations into issues across SCUK caused by system, people or process deficienciesData driven insight into root causes of issuesApplication of assurance methodologies and techniquesDetermine the impact of the issues which cause business detriment or customer harmExecute customer redress remediations and inform system and process changesResponsible for maintaining Heracles and the issues management trackerDesign and lead the root cause analysis of complaintsDetermine themes and gaps in complaints and work with Customer Resolutions senior stakeholders to identify solutionsLead cross functional SCUK forums and JV service meetings in respect of issues, controls testing and remediationsSeek and build Line 2 and Legal guidance into investigation outcomes and remediation strategiesProvide informed challenge to Line 2 and other departments and proactively present recommendations to resolve issues tactically and strategicallyDesign data driven and qualitative root cause and issue remediation management informationInform and review team procedures and risk framework methodologiesDeliver quality issue closure reports for the Operations Committee and input into ExCo papersDeal with or escalate identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk frameworkInform Audits and Line 2 Assurance review and deliver recommendationsSupports SCUK projects and improvement initiativesIdentify areas of strategic improvement across our internal systems, processes, and journeys and document and develop recommendations for operational effectiveness and efficiencyDevelop team members’ potential and coach them to achieve their goals, giving effective individual feedbackManage and evaluate team members in an objective mannerEffectively conduct procedures such as Recruitment, Set Objectives, Absence Management etcPromote an open and inclusive culture through regular two-way communications. Set clear, appropriate objectives and that those objectives are met by establishing an on-going review (check-in) process that identifies the guidance, coaching and training needs as appropriate. Provide training and guidance and coaching for team membersPromote a culture of managing operational and conduct risk within the scope of consumer duty, enabling behaviours that promote/embed compliance‘Think customer’ and inform design of issue management controls that allow SUCK to identify good and poor customer outcomesPromote a culture of treating customers fairly within the team and wider networksIdentify areas of enhancements for both effectiveness and efficiency of controls, improving quality which will ultimately benefit customers and exceed expectations of the Joint VenturesDeliver effective and efficient controls in respect of in scope business areas (New Business, Customer Services, Commercial plus insight into cross functional areas such as Human Resources and Finance)Proactively seek ways to improve the quality of processes and controls and encourage ideas from others to be shared across teamsSupport COSI manager to conduct gap analysis and govern gaps and actions with dispensations, waivers or breachesProactively develop and facilitate effective business relationships with internal and external stakeholders at all levels to optimise business effectivenessKeep up to date with competitor initiatives, industry trends and regulatory changes. Manage and resolve issues that arise with external parties promptly and courteously We’re looking for someone who has:
A strong understanding of financial products, specifically consumer credit productsAssurance methodologies and frameworks / SOX sampling / report writing experienceGood operational and technical knowledge and experience of operations/commercial business areasExperience developing procedures that meet policies and standardsAbility to make balanced risk-based decisions supported with evidenceProven experience leading a team and achieving results through peopleAbility to interpret and evaluate information and make appropriate recommendationsEffective negotiation, influencing and interpersonal skills.Ability to communicate effectively and represents COSI at an organisational levelA good understanding of regulatory and legislative issues and requirements that impact consumer financeProven experience of successfully implementing changeProven experience of interacting with senior stakeholders enabling them to make decisions in respect of conduct and operational riskAbility to think creatively to develop team members, processes and controlsEffective negotiation, influencing and interpersonal skillsAbility to wok under pressure and deliver to tight deadlines We have a range of benefits available which include:
Competitive salary dependent of £57,000-£67,000 (dependent on skills & experience)30 days holiday per annum, plus bank holidaysAnnual bonus based on personal and company performanceCar allowancePrivate medical coverGenerous pension contributionsEmployee assistance programmeSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etc Other things you need to know:
The hours for this role are 09:00-17:00 across Monday to Friday Inclusion
At Santander we’re creating a thriving workplace where all colleagues f