Full job descriptionSCUK Risk & Controls Manager (Non-Financial Risk) Country: United Kingdom 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.
Key Responsibilities will include:
*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 SUCK 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 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 wok 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)
*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
Other things you need to know:
*The hours for this role are 09:00-17:00 across Monday to Friday
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