SCUK Quality & Assurance Manager - FSBU in Redhill

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. This is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.

Responsibilities

• 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

What we’re looking for

• 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.

We have a range of benefits

• 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.

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.