Risk & Controls Manager Non-Financial Risk

SCUK 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

• 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

• 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

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