Scuk Control, Oversight and Service Improvement

SCUK Control, Oversight and Service Improvement Administrator

Redhill, United Kingdom

**WHAT YOU WILL BE DOING**

In this role, you will manage the procedure approval process, ensuring new and amended procedures are approved by Senior Personnel and are uploaded promptly. Minimising the risk of procedure policy breaches by managing the procedure review process. Responsibility for providing regular and ad-hoc reporting to the management team upon request. Analysing and implementing simple improvement suggestions and provide support to the Service Improvement team to assist them to implement more complex improvements.

You will be joining a supportive team of advisors and are guided, trained, and developed by a dedicated team leader.

**What you’ll be doing**
- Engage fully with Operations to promote the benefits of well written templates and procedures.
- Engage with Operations and Marketing to ensure procedures and templates meet the agreed standard.
- Update and maintain accurate records of current templates and procedures, along with records of template risk ratings.
- Ensure procedures and templates are approved by all required approvers before publication.
- Maintain accurate records of procedure approvals.
- Deliver a quality service to Operations by ensuring procedures and templates are uploaded promptly and tracked through to publication in a timely and professional manner.
- Ensure technical knowledge and understanding of processes, systems and services is maintained at the highest level.
- Review procedures and manage the sign off and roll out of procedures.
- Review department letters and suggest improvements, conduct reviews of amended letters and manage the sign off and roll out of updates.
- Review training material and QRG and ensure they match any amended procedures and templates.
- Provide regular and ad-hoc reporting accurately and in a timely manner.
- Take ownership and respond to queries from Operations and Marketing in a professional and timely manner.
- Ensure procedures and templates are reviewed as per the agreed schedule.
- Support the Service Improvement team with ad-hoc requests.
- Build effective relationships with colleagues and stakeholders across the relevant areas.
- Show a positive attitude to all team members by being loyal and fully committed to team objectives.
- Undertake all other tasks and responsibilities as requested by the Line Manager.

**What we’re looking for**
- A good understanding of the car finance sector
- Ability to manage and adapt in an extremely busy, pressurised and frequently changing environment
- High level of accuracy and attention to detail required to manage priorities at pace
- Ability to work under own initiative
- Develop reports in a simple, friendly and direct manner
- Building effective strong working relationships with a wide range of stakeholders with ability to manage expectations and mediate between stakeholders sometimes with competing priorities
- Energy, enthusiasm and a commitment to quality and on-time delivery
- Excellent organisational skills, in order to plan and manage multiple workstreams
- Ability to communicate and handle difficult conversations at all levels
- Good interpersonal skills and ability to manage work processes
- Excellent verbal, written, and personal communication skills
- Experience in more than one operational area at Santander Consumer Finance
- Good understanding of all Santander Consumer Finance Systems and processes
- Good understanding of the FCA requirements to drive good customer outcomes forward

**What we offer**

We have a range of benefits available which include:

- 25 days holiday per annum, plus bank holidays.
- Pension contribution. Minimum 3% with an employer matched contribution.
- Corporate rates for private medical insurance and other insurance products
- Employee assistant programme
- Enhanced family friendly policies
- Sharesave scheme
- Childcare vouchers
- Discounts on high street brands
- Local retail discounts

**Other things you need to know**

At Santander Consumer Finance, we each take personal responsibility for managing risk by embracing the I AM Risk framework - to Identify, Assess, Manage and Report risks, and to continuously build a deeper understanding of the risks we face. It is an important part of our culture at Santander Consumer Finance and we will provide you with knowledge to help you manage risks in your role.

Salary is £25,000 - £28,000 per annum plus bonus.

Hours of work are 35 hours per week Monday to Friday.

We are adopting a hybrid way of working. The team will be coming into the office approximately 2 to 3 days a week with the remainder working days remotely at home. However, for the first 6 months of your employment, you will be office based to support your training and development in your role.

**What are the next steps