SCUK Financial Support Senior Manager (S4) - Operational Delivery 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, Consumer Finance, BankingIndustries

Requirements

Based in the United Kingdom (Redhill, Surrey area; hybrid role requiring at least 3 days a week in the Redhill office; remote workers not considered)
Ability to attend interviews in January 2026

Responsibilities

Provide leadership and direction across all Financial Support Business Unit operational channels, including customer contact centres, digital and self-service capabilities, DCA, Asset Recovery Partners, Pre-litigation and Litigation
Define, monitor and deliver against SLAs for both internal teams and external service providers, ensuring consistently high standards of performance and customer experience
Lead, motivate and develop a large operational workforce across multiple channels and providers, ensuring engagement, capability and performance maximisation
Build and embed a high-performance culture of empowerment and accountability that promotes customer focus, inclusion and operational excellence
Champion leadership development, career progression and succession planning across the Financial Support Business Unit’s operational channels
Lead data-driven performance management, using insights and analytics to track results, identify trends and drive targeted intervention
Ensure business continuity, operational resilience and adherence to agreed turnaround times, capacity plans and resource utilisation
Oversee resource forecasting, capacity planning and workflow management to optimise efficiency and responsiveness within the contact centre and supplier network
Monitor and evaluate performance trends, applying data and insights to drive improvements in productivity, quality and customer experience
Build operational resilience by continuously reviewing processes, systems and contingency arrangements to safeguard service continuity and performance stability
Ensure all customer interactions are managed with empathy, fairness and transparency in line with regulatory expectations and company values
Champion continuous improvement in customer journey design, leveraging customer feedback and operational data to identify and address root causes of dissatisfaction
Ensure vulnerability management principles are embedded into all Financial Support Business Unit operational activities, ensuring customers in financial difficulty receive the right level of support
Partner with the Strategy, Change & Control team to ensure customer outcomes are measured, monitored and improved across internal and external service delivery
Conduct regular supplier reviews and performance evaluations, ensuring SLAs, KPIs and outcome targets are consistently achieved or exceeded
Lead continuous improvement initiatives with suppliers to drive efficiency, improve recovery rates and deliver fair and sustainable customer outcomes
Provide senior ownership of first-line risk across the Financial Support Business Unit

Skills

Key technologies and capabilities for this role

CollectionsRecoveriesOperational DeliverySLA ManagementThird-Party ManagementContact Centre ManagementCustomer ExperienceComplianceRisk ManagementPerformance ReviewsTeam LeadershipSupplier GovernanceDebt CollectionAsset Recovery

Questions & Answers

Common questions about this position

Is this role remote or does it require office presence?

This is a hybrid role requiring at least 3 days a week in the Redhill office, and remote workers will not be considered.

What is the salary for this position?

This information is not specified in the job description.

What key skills and experience are required for this role?

The role requires strong leadership to manage large operational teams and external partners, expertise in performance management using data and analytics, and skills in supplier governance, compliance monitoring, and operational resilience.

What is the company culture like for this position?

The role emphasizes building a high-performance culture of empowerment, accountability, customer focus, inclusion, and operational excellence, with a focus on leadership development, career progression, and team engagement.

What makes a strong candidate for this Senior Manager role?

Strong candidates will have proven experience leading large operational teams in collections and recoveries, delivering SLAs with internal and external providers, driving data-led improvements, and fostering high-performance team cultures.

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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