Head of FS Financial Care | S4 | Business Area | Bradford | Internal Mobility

Head of FS Financial Care | S4 | Business Area | Bradford | Internal Mobility

Country: United Kingdom

IT STARTS HERE

Santander (www.santander.com) is evolving from a global, high-impact brand into a technology-driven organisation, and our people are at the heart of this journey. Together, we are driving a customer-centric transformation that values bold thinking, innovation, and the courage to challenge what’s possible.

This is more than a strategic shift. It’s a chance for driven professionals to grow, learn, and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a robust risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Business Banking Division focuses on the complete needs of our customers, aligned to our group structure and ambitions as a global business.

The division covers all products – Current Accounts, Savings, Cards, Unsecured Personal Loans, Mortgages, Insurance, Investments. It also includes customer interactions across branches, Work Cafés, contact centres, and wealth and digital channels.

It's also the home of our Financial Support and Vulnerable Customer teams, Santander brands Cater Allen and cahoot, as well as our universities programme.

THE DIFFERENCE YOU MAKE

Financial Support is looking for a Head of Financial Care based out of Bradford. FTC – 12 Months

The successful candidate will provide leadership and direction to the FS Financial Care Teams who support our customers with debt management solutions across all Retail Products.

The role holder will drive performance and deliver good customer outcomes across multiple locations through leadership, management and development of a team of S3 Business Managers, S2 Team Leaders and S1Frontline Colleagues.

We’re shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:

• Develops a culture within the business area where each colleague takes ownership for risk and management control as it applies to their role and team
• Manages costs to agreed budgets, seeking out and driving efficiencies as appropriate across the area
• Leads the implementation and embedding of change across their business area, including TSB Integration. Driving a focus on maintaining and/or improving the customer experience and outcomes
• Anticipates future or unexpressed customer needs and reacts to these proactively. Takes action to break down organisational barriers that stop the team providing excellent customer service
• Communicates a great and compelling vision for the short, medium and long term that builds buy-in from mangers and colleagues, shares key messages clearly and succinctly
• Implements the FS CoE vision, strategies and operating model across the business area to meet agreed aims and to deliver the highest levels of quality and performance

WHAT YOU’LL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us greater as a team and as an organisation. We’re enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Experience of scale leadership across multiple Contact Centre locations and diverse skillsets at a senior level. (Required)
• Expert knowledge and relevant/recent experience of Financial Support Operations (Customer Facing) including policies & processes aligned with the regulators requirements. (Required)
• History of achieving successful outcomes through the effective planning and managing of direct and indirect resources to achieve a desired result (Preferred)

Hard Skills

• Ability to effect impactful changes in thinking and strategy through clear communication and messaging with key stakeholders and effectively influencing upwards. (Required)
• Prioritises activities that deliver outstanding customer service and develops a sense and culture of ownership within the team for the overall customer experience (Required)

Soft Skills

• Highly developed leadership and coaching skills of 2nd line leaders (Required)
• Experience of compiling and delivering presentations for senior management (Preferred)
  

WE VALUE YOUR IMPACT

At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.

Salary Range:

£67,898.00 - £101,846.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills, experience, qualifications and location.

• Competitive rewards that reflect the real impact you make and the value you bring.
• Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
• Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
• Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.

Ready to be recognised? It starts with you.

LOCAL COMPLIANCE

At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.

We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.

We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible, our roles are site-based with a hybrid working pattern, where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).

When applying, please consider the travel distance, time and cost to your chosen office location(s).

IMPORTANT INFORMATION FOR INTERNAL APPLICANTS:

SECONDMENT OR FTC ROLES:

• If you are currently employed by Santander UK plc on TSB Legacy terms and choose to apply for this Santander fixed term vacancy, please be aware that, if successful, you will move onto full Santander terms and conditions of employment and will no longer be part of the TSB Legacy population with effect from the start date of your new role. Please also note that if the role you accept is a secondment role, this change will also apply to your substantive/home role (i.e. the role to which you would normally return at the end of your secondment): you will no longer be TSB Legacy for either your secondment role or your substantive/home role with effect from the start date of the secondment role. If you have any questions about what this means, you should raise them during the application process or log a ticket with Ask HR.

• If you are currently employed by TSB and the role you accept is a secondment role (rather than a fixed term contract), this will not impact the terms and conditions of your substantive/home role (and you will remain employed by TSB on your current terms and conditions until your employment transfers to Santander under TUPE).

WHAT TO DO NEXT

If this sounds like a role you are interested in, then please apply.

For further Guidance please visit Internal Mobility - Candidate Guidance.

If you want to know more about the opportunity:

Please contact: Yvonne Calland - Yvonne.Calland@santander.co.uk

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