SCUK Communication Governance & Insight Manager (12 Month FTC)

Country: United Kingdom

Santander Consumer Finance (SCUK) is one of the UK’s Leading Motor Finance companies providing finance to a network of car dealerships throughout the UK, and we are currently looking for a Communication Governance & Insight Manager to join us on a 12 Month Fixed Term Contract.

Reporting to the Head of Compliance – Commercial, you will create and implement a clear strategy to support the oversight of all customer communications and our customer feedback programme. In this role you will have a high level of responsibility, as you will be required to own policy documents and will sign off on all customer facing communications.

Please note this is a hybrid role with at least 3 days a week at the SCUK head office in Redhill. Remote workers will not be considered.

Responsibilities will include:

Customer Communications - Management of all customer communications via a central repository including gaining all necessary approvals to ensure that all Customer Communications are technically compliant, relevant, managed at expiry and meet regulatory requirements and specific focus on promoting good customer outcomes. Ensure the Customer Communications Framework is adhered to, and controls are in place to support governance.  Utilise appropriate insight (industry, business, regulatory, customer & technological), to drive improvement and taking ownership of implementing improvementsCustomer Insight Programme - Implement and manage the customer feedback programme in line with Consumer Duty guidelines/framework, taking into consideration risks within all Customer Journeys working with all parties to ensure SCUK has a robust customer feedback programme. Accountable for implementation of all actions/key learnings from the programme (which includes telephone, email, and SMS surveys) for creating an annual activity plan to ensure the programme continues to improve our customer feedback scores, and for the ongoing collation/creation of Insight specific MI for reporting through the hierarchy and within the relevant foraFinancial promotions - working with Brand Marketing Managers to ensure adherence to the Financial Promotions Guidelines and Policy Standard document. Ensuring the policy and guidelines are reviewed annually with the support of our legal partners. Take responsibility for communicating any changes that the FCA may announce throughout the year and guidelines updated accordingly. Ensure robust Line One controls are in place and checkedRisk - dealing with and escalating identified risks as required under the SCUK risk framework and policies and/or legislative and regulatory policies and guidelinesRegulatory changes - working with stakeholders to create and implement changes from a legal, regulatory, and business perspective, with specific focus on ensuring sustainability, driving good customer outcomes, and operating in line with Consumer DutyCustomer journey - Working with CRM Managers and Operational Teams to oversee the customer journey touchpoints with a communications and Consumer Duty readability Lens, ensuring communications fit within the regulatory landscape

What we’re looking for someone who:

Has previous Communication Oversight experience, demonstrating an ability to identify, plan, execute and deliver multiple workstreams simultaneouslyHas extensive understanding of legal, regulatory, compliance and customer management within the financial services sector and is familiar with the FCA’s principles of business including The Consumer DutyHas excellent written and verbal communications skills with ability to influence othersDisplays sound business acumen, with experience of being able to quickly understand briefs to amend communication documents in line with PolicyCan produce sound working documentation such as presentations, policy documents, executive summaries with the highest level of attention to detailHas the ability to work under own initiative with enthusiasmHas excellent organisational skills, and able to plan and manage multiple projectsA proven track record in achieving objectives, particularly in respect of meeting quality and compliance elements of the roleHas extensive understanding of legal, regulatory and compliance and customer management within the financial services sector and is familiar with the FCA’s principles of business including The Consumer DutyA CIM qualification or equivalent qualification (desirable, but not essential)

We have a range of benefits available which include:

Competitive salary of £38,500-£45,000 (dependent on experience)27 days holiday per annum, plus bank holidaysAnnual bonus based on personal and company performance£500 flexible benefit allowanceGenerous pension contributionsEmployee assistance programmeSharesave schemeGym passes at a reduced rate for 3,000 gyms, leisure centres etc

Other things you need to know:

The hours for this role are 09:00-17:00 across Monday to FridayThis role requires occasional travel to the London and Milton Keynes offices for team meetings

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.

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.