Responsibilities
will include:
1. Develop and maintain an integrated, consistent approach to risk management in fullpliance with the established Risk Management frameworks
2. Create a proactive culture that enables the identification, assessment, management and reporting of Operational risks and ensures that effective controls are implemented and operated
3. Maintains awareness of SCUK's Risk Appetite and ensures Operational policies and procedures and control environments are designed to operate within it
4. Sets the tone from the top in line with the Santander Blueprint and behaviours
5. Promotes the exchange and development of knowledge and experience within the Group; encouraging others to act as a coach, mentor, trainer or project tutor
6. Leads the development of a culture focused upon providing an excellent quality service to customers and stakeholders
7. Ensure the Arrears functions operate effectively in adherence to all relevant internal policies and legislative/regulatory guidelines
8. Drive and lead a culture of good customer oues customers fairly ensuring behaviours, all policies and processes are reflective of the principles of conduct risk as outlined by the FCA
9. Review agreed strategy to implement tactical and longer-term plans ensuring required actions arepleted with required changes, whilst maintaining and improving the delivery of existing services
10. Proactively monitors progress and ensures availability of required resources and skills, initiating corrective actions as required
11. Responsible for the annual budgeting process and effectively manage the departmental budget of approx. £6m
12. Ensure team's activities are contained within the cost budgets and proactively identifies shortfalls or opportunities and initiates appropriate responses
13. Representation is required to all Customer Operations activities performed by SCUK as Servicer to our JV relationships (where their operations are in-sourced to SCUK)
14. Adhering to ourmitment to Consumer Duty ensuring we put our customers' needs first and set higher and clearer standards of consumer protection
What we're looking for:
15. Extensive knowledge regarding the full arrears cycle metrics and processes including repossession and remarketing.
16. In-depth understanding of Dialer technologies and operational and quality measures
17. Expertise in the successful management of open bidding processes in the bad debt sale space and the relationship with investors
18. Significant professional experience and understanding of the motor finance industry
19. Experience in leading a large multi-functional, high performing team to reach their full potential
20. Significant demonstrable experience in managing a large budget and controls
21. Identification and Management of the customer expectations using appropriate mediums including Customer Surveys and additional 2 waymunication mediums
22. Ability to make balanced risk-based decisions within own and departmental delegated authority.
23. Ability to interact with and influence industry bodies and regulators at the highest level.
24. Significant experience of the Regulatory environment associated with consumer credit activities.
25. Proven experience of interacting with Executive Directors and Board Members on equal terms.
26. Extensive experience of acting as a change agent, leading and managing change programmes and working proactively to make organisational change happen
27. Proven ability to establish personal credibility by building and maintaining trust and confidence with management teams and proactively contributing to organisational success
We have a range of benefits available which include:
28. 30 days holiday per annum, plus bank holidays
29. Annual bonus based on personal andpany performance
30. Car allowance
31. Private medical cover
32. Generous pension contributions
33. Employee assistance programme
34. Sharesave scheme
35. Gym passes at a reduced rate for 3,000 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 andmitted 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.
What are the next steps: