SCUK Risk & Controls Manager (Non-Financial Risk) in Surrey

This job is with Santander UK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

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. In this role, reporting to the Controls Oversight Service Improvement (COSI) Manager you will lead the Risk and Controls (Non-Financial Risk) team to deliver good customer outcomes which mitigate conduct and business detriment risks, whilst also leading root cause analysis of complaints/complex investigations using industry standard assurance methodologies, design of solutions, and customer redress remediations to resolve issues.

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.

• 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 escalate 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
• Supports 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 that those objectives are met by establishing an on-going 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

• 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 represents 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
• Effective negotiation, influencing and interpersonal skills
• Ability to work under pressure and deliver to tight deadlines

• Competitive salary dependent of £57,000-£67,000 (dependent on skills & experience)
• 30 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• Car allowance
• Private medical cover
• Generous pension contributions
• Employee assistance programme
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc

• 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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

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.