FSBU Strategy & Change Manager in Redhill

Overview

The Strategy & Change Manager is responsible for delivering defined elements of the Financial Support Business Unit strategy, with a specific focus on strategy execution, change delivery and Portfolio Sale activity. The role translates strategic direction into clear, actionable delivery plans, leading cross-functional initiatives to implement agreed change and improvement activity across the Financial Support Business Unit. The Manager is accountable for the day-to-day execution and coordination of strategic initiatives, ensuring delivery is timely, well-governed and aligned to agreed business outcomes.

Operating within strategic direction, governance frameworks and risk appetite set by the Senior Manager, the role holder provides hands-on leadership across strategy & change delivery and Portfolio Sale execution. The role supports senior decision-making through insight, analysis and delivery reporting, while escalating risks, issues and recommendations as appropriate. Please note this role is a hybrid role with at least days a week in the Redhill office. Remote workers will not be considered.

Responsibilities

• Strategic Planning, Development & Delivery
  • Deliver the Financial Support Business Unit strategy by translating strategic priorities set by the Senior Manager into clear, structured and executable delivery plans, defining scope, milestones, success measures, resourcing requirements and dependencies.
  • Lead the delivery of agreed strategic initiatives, ensuring activity is prioritised, sequenced and aligned to business objectives, operational capacity and customer outcomes.
  • Actively manage delivery progress, impacts and interdependencies across initiatives, ensuring outcomes are achieved, benefits are realised and delivery remains on track.
  • Assess the operational, customer and performance impact of strategic initiatives, identifying unintended consequences and adjusting delivery approaches where required.
  • Provide robust insight, analysis and evidence-based recommendations to inform senior decision-making, investment choices and ongoing strategic refinement.
  • Drive continuous improvement by identifying, shaping and delivering opportunities to enhance performance, efficiency and customer outcomes through strategy-led initiatives.
  • Ensure strategic initiatives are effectively embedded into operational processes, ways of working and performance management frameworks, working closely with operational leaders.
• Change & Project Management
  • Lead the end-to-end delivery of change and project activity across the Financial Support Business Unit, from mobilisation through to implementation and embedding.
  • Own delivery plans, milestones, risks, issues and dependencies for assigned initiatives, maintaining clear oversight and control throughout the delivery lifecycle.
  • Coordinate cross-functional delivery across Operations, Technology, Finance, Risk and other stakeholders, ensuring roles, responsibilities and expectations are clearly defined.
  • Manage delivery trade-offs between scope, timelines, resources and outcomes, escalating decisions and recommendations where required.
  • Proactively identify and manage delivery risks and issues, implementing mitigation actions and escalating where appropriate to maintain delivery momentum.
  • Ensure change is operationally ready before implementation, supporting testing, readiness assessments and stakeholder engagement as required.
  • Provide clear, timely and accurate delivery reporting, insight and forward-looking risk assessments to the Senior Manager, enabling effective oversight and decision-making.
  • Drive process optimisation and efficiency by identifying and delivering improvements that simplify ways of working, reduce manual effort and enhance operational effectiveness as part of change delivery.
• Portfolio Sales Delivery
  • Lead the operational delivery of Portfolio Sale activity in line with the agreed Portfolio Sale strategy and governance framework.
  • Own portfolio identification, segmentation, analysis and execution activity, working closely with Finance, Risk, Legal and external debt purchasers.
  • Manage purchaser due diligence activity, ensuring secure data handling and adherence to agreed standards and controls.
  • Maintain high-quality documentation, reporting and audit trails to support governance approval and ongoing oversight.
  • Monitor post-sale activity and purchaser performance, escalating risks, issues or conduct concerns to the Senior Manager.
• Team Management & Leadership
  • Provide clear day-to-day leadership to team members aligned to strategy, change and Portfolio Sale delivery.
  • Set clear objectives and priorities that align delivery activity to strategic outcomes and business needs.
  • Drive accountability for delivery quality, timelines and outcomes across the team.
  • Coach, develop and support team members to build capability, confidence and resilience.
  • Foster a collaborative, high-performance culture focused on delivery excellence and continuous improvement.

Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection.

What we’re looking for

• Proven experience delivering strategy, change or transformation initiatives within a regulated Collections & Recoveries environment.
• Strong ability to build and manage effective working relationships across multiple functions, including Operations, Technology, Finance, Risk and Legal, to enable successful delivery.
• Demonstrable experience coordinating complex delivery activity involving multiple stakeholders and competing priorities.
• Knowledge of SCUK’s Portfolio Sale strategy, pricing and buyer governance requirements.
• Experience working with third-party suppliers, including debt purchasers or delivery partners.
• Ability to translate strategic direction into clear, structured and executable delivery plans.
• Strong working knowledge of relevant regulatory frameworks including FCA Consumer Duty, Consumer Credit Sourcebook (CONC), Treating Customer Fairly (TCF) and GDPR, particularly as they apply to Collections & Recoveries.
• Confidence in analysing MI, identifying trends, risks and delivery issues, and using insight to inform actions and recommendations.
• Skilled at influencing and collaborating with senior leaders, cross functional teams and external suppliers.
• Experience leading and developing high-performing teams with a focus on accountability, coaching and wellbeing.
• Aware of current trends and challenges in financial services, credit management or collections.

We have a range of benefits available which include:

• Competitive salary dependent on experience.
• Days holiday per annum, plus bank holidays.
• Annual bonus based on personal and company performance.
• Car allowance.
• Private medical cover.
• £ flexible benefit allowance.
• Generous pension contributions.
• Employee assistance programme.
• Sharesave scheme.
• Gym passes at a reduced rate for gyms, leisure centres etc.

Other things you need to know

• Hours: Monday – Friday, 9am – 5pm.

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.