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- Tasks: Lead quality assurance activities to enhance customer experiences in financial services.
- Company: Join Santander, a diverse and inclusive workplace committed to your success.
- Benefits: Enjoy competitive salary, 27 days holiday, private medical cover, and more.
- Why this job: Make a real impact on customer journeys while developing your career in finance.
- Qualifications: Experience in quality assurance within regulated financial services is essential.
- Other info: Hybrid role with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
The Quality & Assurance Manager is responsible for the delivery of all Line 1 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 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:- Line 1 Quality & Assurance Delivery
- Own and deliver all Line 1 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.
- 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.
- Ensure assurance activity is risk-based, proportionate and consistent across teams, channels and suppliers.
- 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.
- Oversee agent proficiency testing, ensuring agents demonstrate appropriate capability, judgement and application of policy, including the identification and support of vulnerable customers.
- Translate quality and assurance findings into clear, actionable insight for FSBU Operational Leaders to support coaching plans, capability uplift and sustained performance improvement.
- Track the effectiveness of quality-led interventions and assurance activity to ensure improvements are embedded and repeat issues are reduced.
- 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.
- 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.
- Lead and coordinate remediation activity within FSBU where required, ensuring actions are clearly defined, owned and tracked.
- Monitor post-remediation outcomes to confirm issues have been resolved and customer outcomes improved.
- Act as the primary FSBU Line 1 point of contact for Line 2 Risk and Compliance in relation to quality, assurance and customer outcomes.
- Facilitate effective Line 2 oversight by providing timely MI, assurance outputs, evidence and responses to challenge.
- Support internal and external audit activity, including the provision of data, evidence and explanations.
- Track and manage audit and assurance recommendations, working closely with Strategy & Change to support delivery of agreed actions.
- 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.
- 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.
- Strong experience in a quality, assurance or operational risk role within a regulated financial services environment, ideally within Collections, Recoveries or Financial Support.
- Practical experience delivering Line 1 quality assurance, outcome testing or control testing, including the use of structured sampling and testing methodologies.
- Good understanding of regulatory requirements relevant to customer financial difficulty, vulnerability and Consumer Duty, and how these apply in an operational setting.
- Experience translating quality and assurance findings into actionable insight to drive operational performance improvement.
- Experience working with Line 2 Risk and Compliance teams, supporting oversight activity, reviews or deep dives.
- Experience supporting internal and/or external audit activity, including provision of evidence and management of recommendations.
- Strong stakeholder management skills, with the ability to work effectively across Operations, Strategy, Risk and Compliance.
- Experience leading, managing or coaching others.
- Strong written and verbal communication skills, with the ability to present complex findings clearly and concisely.
- Familiarity with vulnerability frameworks and best practice for supporting customers in financial difficulty.
- Competitive salary dependent on experience
- 27 days holiday per annum, plus bank holidays
- Annual bonus based on personal and company performance
- Private medical cover
- £500 flexible benefit allowance
- Generous pension contributions
- Employee assistance programme
- Sharesave scheme
- Gym passes at a reduced rate for 3,000 gyms, leisure centres etc.
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.
SCUK Quality & Assurance Manager - FSBU in Redhill employer: Banco Santander SA
Contact Detail:
Banco Santander SA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SCUK Quality & Assurance Manager - FSBU in Redhill
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. Understand their values and how they align with your experience. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will help you get comfortable with common questions and refine your responses.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team at Santander.
We think you need these skills to ace SCUK Quality & Assurance Manager - FSBU in Redhill
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Quality & Assurance Manager role. Highlight your experience in quality assurance and operational risk, especially within financial services. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background makes you a perfect fit. Don’t forget to mention your understanding of regulatory requirements and customer care.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your impact in previous roles. We love numbers, so if you can quantify improvements or outcomes, do it! It shows us what you can bring to the table.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and our values!
How to prepare for a job interview at Banco Santander SA
✨Know Your Quality Frameworks
Make sure you’re familiar with the quality frameworks and testing methodologies relevant to the role. Brush up on how these apply to customer interactions in Collections & Recoveries, as this will show your understanding of the regulatory landscape and your ability to maintain high standards.
✨Demonstrate Your Analytical Skills
Be prepared to discuss how you've conducted root cause analysis in previous roles. Share specific examples where your insights led to measurable improvements in customer outcomes or operational performance. This will highlight your analytical prowess and problem-solving abilities.
✨Showcase Your Stakeholder Management
Think of instances where you’ve effectively collaborated with different teams, especially in a regulated environment. Be ready to explain how you’ve managed relationships with Line 2 Risk and Compliance teams, as well as how you’ve communicated complex findings clearly to various stakeholders.
✨Emphasise Your Leadership Experience
If you have experience leading or coaching teams, make sure to bring that up. Discuss how you’ve set objectives and fostered a culture of accountability and continuous improvement. This will demonstrate your capability to lead a team of Quality & Customer Journey Analysts effectively.
