SCUK Contentious Regulatory & L Complaints Oversight ManagerCountry: United Kingdom
Santander Consumer Finance is looking for a Contentious Regulatory & L Complaints Oversight Manager to join the Compliance and Regulation Team when you will be supporting and reporting to the Head of Function.
In this role you will provide advice on contentious regulatory matters including where remediation is required from a second line perspective, to ensure compliance with legal and regulatory responsibilities and in particular evidencing Think Customer.
Please note this role is a hybrid role with at least days a week in the Redhill office
Responsibilities will include:
1. To manage contentious regulatory matters and develop, implement and sustain second line oversight on complaints handling and management
2. To support the head of function perform oversight on contentious regulatory and complaints management matters and to lead the function to deliver this
3. Act as a point of contact for the business on second line contentious legal and regulatory matters and advice
4. Lead and manage the team of paralegals to respond to claims and disputes involving SCUK
5. Provide legal/regulatory advice on events and incidents for emerging and crystalised risks
6. Have a ‘Think Customer’ mindset in the implementation of any responses to issues and events management
7. Support any remediation activities following the identification of relevant issues and provide appropriate advice and oversight
8. Manage the second line control framework for the oversight of complaints management within SCUK (and oversight of any outsourced contract hire complaints)
9. Act as an escalation point for material complaints and escalate to the head of function as necessary
10. Provide guidance to first line teams on contentious regulatory and complaints management
11. Assist in regulatory landscape horizon scanning in respect of potentially contentious matters and claims and complaints risk
12. Provide support to project initiatives and programmes, including reviewing requirements documentation and making recommendations from a second line legal/regulatory advisory perspective
13. Engage with relevant internal and external stakeholders in a professional and progressive way to best manage SCUK’s reputation
14. Attend meetings / industry forums as required
15. Coordinate relevant external advisors as necessary support
16. Deal with or escalate any identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the San UK group risk framework
17. Other ad hoc tasks as directed by the head of the function director
18. Provide support and guidance to Project Milan and relevant remediation tasks
19. Produce any relevant MI and reporting as required by the head of the 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. Sound knowledge of the UK regulatory framework, including FCA rules and guidance (particularly DISP, CONC, SYSC and SUP) in relation to Consumer Credit and Consumer Rights - (ideally, more specifically Motor Finance)
22. Previous demonstrable experience of working in a contentious legal or regulatory environment
23. Previous experience of leading a high performing team in a regulated and challenging environment
24. Qualified Compliance professional or Solicitor/Barrister/Attorney/FCILEX with relevant PQE or demonstrable NQE
25. Ability to analyse, evaluate and communicate issues
26. Excellent verbal and written communication skills with the ability to build relationships internally and externally
27. Well-developed report writing and I.T. skills
28. Experience of project management and delivery of proposals/ presentations to Senior Management (desirable)
29. Digital and legal and regulatory knowledge and experience (desirable)
We have a range of benefits available which include:
30. days holiday per annum, plus bank holidays
31. Annual bonus based on personal and company performance
32. Car allowance
33. Private medical cover
34. Generous pension contributions
35. Employee assistance programme
36. Sharesave scheme
37. 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.