SCUK Contentious Regulatory & L2 Complaints Oversight Manager at Santander

Redhill, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Banking, Consumer FinanceIndustries

Requirements

Sound knowledge of the UK regulatory framework, including FCA rules and guidance (particularly DISP, CONC, SYSC and SUP) in relation to Consumer Credit and Consumer Rights (ideally, more specifically Motor Finance)
Previous demonstrable experience of working in a contentious legal or regulatory environment
Previous experience of leading a high performing team in a regulated and challenging environment
Qualified Compliance professional or Solicitor/Barrister/Attorney/FCILEX with relevant PQE or demonstrable NQE
Ability to analyse, evaluate and communicate issues
Excellent verbal and written communication skills with the ability to build relationships internally and externally
Well-developed report writing and I.T. skills
Experience of project management and delivery of proposals/presentations to Senior Management (desirable)
Digital and legal and regulatory knowledge and experience (desirable)

Responsibilities

Manage contentious regulatory matters and develop, implement and sustain second line oversight on complaints handling and management
Support the head of function perform oversight on contentious regulatory and complaints management matters and lead the function to deliver this
Act as a point of contact for the business on second line contentious legal and regulatory matters and advice
Lead and manage the team of paralegals to respond to claims and disputes involving SCUK
Provide legal/regulatory advice on events and incidents for emerging and crystalised risks
Have a ‘Think Customer’ mindset in the implementation of any responses to issues and events management
Support any remediation activities following the identification of relevant issues and provide appropriate advice and oversight
Manage the second line control framework for the oversight of complaints management within SCUK (and oversight of any outsourced contract hire complaints)
Act as an escalation point for material complaints and escalate to the head of function as necessary
Provide guidance to first line teams on contentious regulatory and complaints management
Assist in regulatory landscape horizon scanning in respect of potentially contentious matters and claims and complaints risk
Provide support to project initiatives and programmes, including reviewing requirements documentation and making recommendations from a second line legal/regulatory advisory perspective
Engage with relevant internal and external stakeholders in a professional and progressive way to best manage SCUK’s reputation
Attend meetings / industry forums as required
Coordinate relevant external advisors as necessary support
Deal with or escalate any identified risks in relation to SCUK risk policies and/or legislative and regulatory guidelines in accordance with the San UK group risk framework
Other ad hoc tasks as directed by the head of the function director
Provide support and guidance to Project Milan and relevant remediation tasks
Produce any relevant MI and reporting as required by the head of the function
Adhering to our commitment to Consumer Duty ensuring we put our customers’ needs first and set higher and clearer standards of consumer protection

Skills

Key technologies and capabilities for this role

Regulatory ComplianceComplaints ManagementLegal AdviceRisk ManagementOversight FrameworkRemediationHorizon ScanningTeam ManagementParalegal ManagementEvents Management

Questions & Answers

Common questions about this position

Is this a remote role or does it require office attendance?

This is a hybrid role requiring at least 3 days a week in the Redhill office.

What are the key responsibilities of this role?

Responsibilities include managing contentious regulatory matters, providing second line oversight on complaints handling, leading a team of paralegals, offering legal/regulatory advice, and supporting remediation activities while adhering to Consumer Duty.

What skills or knowledge are required for this position?

Candidates need sound knowledge of the UK regulatory framework, including FCA regulations, along with experience in contentious regulatory matters, complaints oversight, and a 'Think Customer' mindset.

What is the employment type for this role?

This is a full-time position.

Does this role involve team management?

Yes, the role includes leading and managing a team of paralegals to respond to claims and disputes.

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

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