SCUK Customer Operations Manager

Country: United Kingdom

Santander Consumer Finance is one of the UKs Leading Motor Finance companies providing finance to a network of dealerships throughout the United Kingdom.

Due to internal progression, we are now recruiting for a Customer Operations Manager responsible for a team incorporating Dealer Contact Centre and Funding, Underwriting, Financial Support and Arrears and Fleet Administration.

This role will be hybrid and based out of the Milton Keynes office with occasional requirements to visit the Redhill Head Office or other offices as required.

Responsibilities will include:

To build, lead and develop the customer facing teams to provide an excellent experience for our customersManage and ensure the delivery of service in line with strategic objectives to maximise customer experience, business performance and productivity, whilst ensuring team’s costs are kept under controlDevelop people’s potential through effective coaching, capability building and succession planningResponsible for the operational oversight and performance management of key third-party suppliers, ensuring service delivery, risk management and governance align with agreed standards and contractual expectationsWork closely with the Head of Operations to ensure transition activities, including change and supplier-related transitions, are effectively planned, managed and embeddedProvide strategic leadership for the Customer Operations department, driving change and optimisation in line with business objectivesTo seek improvements in customer experience and then engage with key stakeholders to deliver on those changesResponsibility for monitoring and delivery of Service Level Agreements initiating corrective actions as requiredLead the annual budgeting process and effectively manage departmental budgets, ensuring all activities—including third-party service provision—remain within agreed cost parametersPromotes an open culture through regular genuine two-way communication with their management teamPresent clear and insightful reports to stakeholders on performance, risks, issues, and recommended solutions, covering both internal operations and third-party suppliersAdhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

What we’re looking for:

Previous demonstrable experience working with the motor finance industry in an operational role including contract hireExtensive experience of leading large multi-functional Operational teams and being able to achieve results through peopleBroad demonstrable understanding of the leasing market across various products including HP, PCP, PCH, BCHPrevious experience in identification and management of the customer expectations using appropriate mediums including Customer Surveys and additional 2 way communication mediumsPrevious experience in forging departmental policies, procedures and standards within a department with foresight into a medium horizon – 1 – 3 yearsAbility to make balanced risk based decisions within own and departmental delegated authorityExcellent communication skills and the ability to liaise with all stakeholders internal and externalExperience with interacting and influencing industry bodies and regulators at the highest levelProven experience of successfully establishing new activities and implementing changeSignificant experience of the Regulatory environment associated with consumer credit activitiesDemonstrates a customer centric approach representing the business with internal and external customers

We have a range of benefits available which include:

Competitive salary of £55 - 60,000 dependant on experience30 days holiday per annum, plus bank holidaysAnnual bonus based on personal and company performanceCar allowancePrivate medical coverGenerous pension contributionsEmployee assistance programmeEnhanced family friendly policiesSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etc

Inclusion

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.

Should you want to be considered for part time hours, please let us know and we can assess your requirements.

What are the next steps:

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.