Risk & Controls Manager Non-Financial Risk
11 days ago
Redhill
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 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 Inclusion At Santander we’re creating a thriving workplace where all colleagues f