Risk & Controls Manager (Non-Financial Risk) in Redhill

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.
• Support 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 ensure those objectives are met by establishing an ongoing 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 SCUK 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 represent 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.
• Ability to work 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.