SCUK Quality & Assurance Manager - FSBUCountry: United Kingdom
The Quality & Assurance Manager is responsible for the delivery of all Line quality and assurance activity across the Financial Support Business Unit (FSBU), ensuring that customer interactions, journeys and outcomes across Collections & Recoveries meet regulatory requirements, policy standards and customer expectations.
The role focuses on the effective execution of the FSBU quality strategy set by the Senior Manager – Strategy, Change & Control, driving measurable improvements in customer outcomes, agent capability and operational performance.
Please note this role is a hybrid role with at least days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
Line Quality & Assurance Delivery
1. Own and deliver all Line Quality & Assurance activity across the Financial Support Business Unit, covering the full Collections & Recoveries lifecycle from early identification of financial difficulty through to write-off.
2. Maintain and operate robust quality frameworks, standards and testing methodologies that provide assurance over:
Policy adherence
Regulatory and Consumer Duty requirements
Fair customer treatment and good customer outcomes
Consistency of decision-making and vulnerability handling.
3. Ensure assurance activity is risk-based, proportionate and consistent across teams, channels and suppliers.
Outcome Testing, Agent Proficiency & Performance Improvement
4. Lead the delivery of outcome-based testing in line with Consumer Duty, assessing whether customer interactions and journeys deliver good outcomes, not just technical compliance.
5. Oversee agent proficiency testing, ensuring agents demonstrate appropriate capability, judgement and application of policy, including the identification and support of vulnerable customers.
6. Translate quality and assurance findings into clear, actionable insight for FSBU Operational Leaders to support coaching plans, capability uplift and sustained performance improvement.
7. Track the effectiveness of quality-led interventions and assurance activity to ensure improvements are embedded and repeat issues are reduced.
Customer Journey Assurance, Root Cause & Remediation
8. Own the quality and assurance view of the end-to-end customer journey across FSBU, identifying pinch points, pain points and areas of potential customer detriment.
9. Conduct and own root cause analysis arising from quality findings, outcome testing, complaints and assurance activity, identifying systemic drivers across people, process, policy and systems.
10. Lead and coordinate remediation activity within FSBU where required, ensuring actions are clearly defined, owned and tracked.
11. Monitor post-remediation outcomes to confirm issues have been resolved and customer outcomes improved.
Line Risk, Compliance & Audit Interface
12. Act as the primary FSBU Line point of contact for Line Risk and Compliance in relation to quality, assurance and customer outcomes.
13. Facilitate effective Line oversight by providing timely MI, assurance outputs, evidence and responses to challenge.
14. Support internal and external audit activity, including the provision of data, evidence and explanations.
15. Track and manage audit and assurance recommendations, working closely with Strategy & Change to support delivery of agreed actions.
Collaboration, Governance & Team Leadership
16. Work closely with the Policy, Outcomes & Controls Analyst, providing quality findings, root cause insight and assurance outputs to support control effectiveness assessment and outcomes analysis.
17. Maintain clear separation of responsibilities:
Quality & Assurance Manager: assurance delivery, testing, root cause and remediation.
Policy, Outcomes & Controls Analyst: outcomes interpretation, control effectiveness and strategic insight.
18. Lead, manage and develop a team of Quality & Customer Journey Analysts, setting clear objectives, priorities and standards.
19. Embed a culture of accountability, customer focus and continuous improvement within the quality and assurance function.
20. Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection
What we’re looking for:
21. Strong experience in a quality, assurance or operational risk role within a regulated financial services environment, ideally within Collections, Recoveries or Financial Support.
22. Practical experience delivering Line quality assurance, outcome testing or control testing, including the use of structured sampling and testing methodologies.
23. Good understanding of regulatory requirements relevant to customer financial difficulty, vulnerability and Consumer Duty, and how these apply in an operational setting.
24. Experience translating quality and assurance findings into actionable insight to drive operational performance improvement.
25. Experience working with Line Risk and Compliance teams, supporting oversight activity, reviews or deep dives.
26. Experience supporting internal and/or external audit activity, including provision of evidence and management of recommendations.
27. Strong stakeholder management skills, with the ability to work effectively across Operations, Strategy, Risk and Compliance.
28. Experience leading, managing or coaching others.
29. Strong written and verbal communication skills, with the ability to present complex findings clearly and concisely.
30. Familiarity with vulnerability frameworks and best practice for supporting customers in financial difficulty.
We have a range of benefits available which include:
31. Competitive salary dependent on experience
32. days holiday per annum, plus bank holidays
33. Annual bonus based on personal and company performance
34. Private medical cover
35. £ flexible benefit allowance
36. Generous pension contributions
37. Employee assistance programme
38. Sharesave scheme
39. Gym passes at a reduced rate for, gyms, leisure centres etc
Inclusion
At Santander we’re creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
At Santander Consumer Finance we have a zero-tolerance approach to discrimination, bullying, harassment (including sexual) or victimisation of any kind.
Should you want to be considered for part time hours, please let us know and we can assess your requirements.
What are the next steps:
If you are interested in this role and believe you have the skills, experience, and knowledge then we’d love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.