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.
Key Responsibilities
* Deliver risk-based investigations into issues across SCUK caused by system, people or process deficiencies
* Data driven insight into root causes of issues
* Application of assurance methodologies and techniques
* Determine the impact of the issues which cause business detriment or customer harm
* Execute customer redress remediations and inform system and process changes
* Responsible for maintaining Heracles and the issues management tracker
* Design and lead the root cause analysis of complaints
* Determine themes and gaps in complaints and work with Customer Resolutions senior stakeholders to identify solutions
* Lead cross functional SCUK forums and JV service meetings in respect of issues, controls testing and remediations
* Seek and build Line 2 and Legal guidance into investigation outcomes and remediation strategies
* Provide informed challenge to Line 2 and other departments and proactively present recommendations to resolve issues tactically and strategically
* Design data driven and qualitative root cause and issue remediation management information
* Inform and review team procedures and risk framework methodologies
* Deliver quality issue closure reports for the Operations Committee and input into ExCo papers
* Deal with or upscale identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework
* Inform Audits and Line 2 Assurance review and deliver recommendations
* Supports SCUK projects and improvement initiatives
* Identify areas of strategic improvement across our internal systems, processes, and journeys and document and develop recommendations for operational effectiveness and efficiency
* Develop team members’ potential and coach them to achieve their goals, giving effective individual feedback
* Manage and evaluate team members in an objective manner
* Effectively conduct procedures such as Recruitment, Set Objectives, Absence Management etc
* Promote 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 members
* Promote 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 outcomes
* Promote a culture of treating customers fairly within the team and wider networks
* Identify areas of enhancements for both effectiveness and efficiency of controls, improving quality which will ultimately benefit customers and exceed expectations of the Joint Ventures
* Deliver 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 teams
* Support COSI manager to conduct gap analysis and govern gaps and actions with dispensations, waivers or breaches
* Proactively develop and facilitate effective business relationships with internal and external stakeholders at all levels to optimise business effectiveness
* Keep 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 products
* Assurance methodologies and frameworks / SOX sampling / report writing experience
* Good operational and technical knowledge and experience of operations/commercial business areas
* Experience developing procedures that meet policies and standards
* Ability to make balanced risk-based decisions supported with evidence
* Proven experience leading a team and achieving results through people
* Ability to interpret and evaluate information and make appropriate recommendations
* Effective negotiation, influencing and interpersonal skills
* Ability to communicate effectively and represents COSI at an organisational level
* A good understanding of regulatory and legislative issues and requirements that impact consumer finance
* Proven experience of successfully implementing change
* Proven experience of interacting with senior stakeholders enabling them to make decisions in respect of conduct and operational risk
* Ability to think creatively to develop team members, processes and controls
* Effective negotiation, influencing and interpersonal skills
* Ability 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)
* Annual bonus based on personal and company performance
* Private medical cover
* Employee assistance programme
* Gym 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 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.
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