SCUK Head of Financial Support

Country: United Kingdom

Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies and we are currently looking for a Head of Financial Support to be responsible for defining and delivering the strategy for the full Arrears cycle and corresponding operational units (from early arrears to recovery and/or write off).

This position is based in Redhill with at least 12 days a month in the office. Representation at ExCo will be required once a month for a departmental update.

As Head of Financial Support, you will report directly to the SCUK CEO and this is a certified role.

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.

Responsibilities will include:

• Develop and maintain an integrated, consistent approach to risk management in full compliance with the established Risk Management frameworks.
• Create a proactive culture that enables the identification, assessment, management and reporting of Operational risks and ensures that effective controls are implemented and operated.
• Maintain awareness of SCUK’s Risk Appetite and ensure Operational policies and procedures and control environments are designed to operate within it.
• Set the tone from the top in line with the Santander Blueprint and behaviours.
• Promote the exchange and development of knowledge and experience within the Group; encouraging others to act as a coach, mentor, trainer or project tutor.
• Lead the development of a culture focused upon providing an excellent quality service to customers and stakeholders.
• Ensure the Arrears functions operate effectively in adherence to all relevant internal policies and legislative/regulatory guidelines.
• Drive and lead a culture of good customer outcomes fairly ensuring behaviours, all policies and processes are reflective of the principles of conduct risk as outlined by the FCA.
• Review agreed strategy to implement tactical and longer-term plans ensuring required actions are completed with required changes, whilst maintaining and improving the delivery of existing services.
• Proactively monitor progress and ensure availability of required resources and skills, initiating corrective actions as required.
• Responsible for the annual budgeting process and effectively manage the departmental budget of approx. £6m.
• Ensure team’s activities are contained within the cost budgets and proactively identify shortfalls or opportunities and initiate appropriate responses.
• Representation is required to all Customer Operations activities performed by SCUK as Servicer to our JV relationships (where their operations are in-sourced to SCUK).
• Adhere to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection.

• Extensive knowledge regarding the full arrears cycle metrics and processes including repossession and remarketing.
• In-depth understanding of Dialer technologies and operational and quality measures.
• Expertise in the successful management of open bidding processes in the bad debt sale space and the relationship with investors.
• Significant professional experience and understanding of the motor finance industry.
• Experience in leading a large multi-functional, high performing team to reach their full potential.
• Significant demonstrable experience in managing a large budget and controls.
• Identification and Management of customer expectations using appropriate mediums including Customer Surveys and additional 2-way communication mediums.
• Ability to make balanced risk-based decisions within own and departmental delegated authority.
• Ability to interact with and influence industry bodies and regulators at the highest level.
• Significant experience of the Regulatory environment associated with consumer credit activities.
• Proven experience of interacting with Executive Directors and Board Members on equal terms.
• Extensive experience of acting as a change agent, leading and managing change programmes and working proactively to make organisational change happen.
• Proven ability to establish personal credibility by building and maintaining trust and confidence with management teams and proactively contributing to organisational success.

• Competitive salary of £100 - 110K dependent on 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.

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.

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.