Complaints Regulatory Manager | S3 | Complaints Strategy & Innovation | Milton Keynes | Internal Mobility

IT STARTS HERE

Santander () is evolving from a global high-impact brand into a technology-driven organisation and our people are at the heart of this journey. Together we are driving a customer-centric transformation that values bold thinking innovation and the courage to challenge whats possible.

This is more than a strategic shift. Its a chance for driven professionals to grow learn and make a real difference.

Our mission is to contribute to help more people and businesses prosper. We embrace a robust risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Retail & Commercial Banking is a global business integrating all our retail and commercial banking activities to better serve our customers improve efficiency and drive value creation.

THE DIFFERENCE YOU MAKE

Santander UK is looking for a Complaints Regulatory Manager based out of Milton Keynes.

This is a high-profile role within Complaints Strategy & Innovation at a time of significant change to the UK complaints landscape. Youll lead the regulatory agenda for complaints helping to ensure Santanders framework remains aligned with evolving FCA requirements Financial Ombudsman Service (FOS) expectations and Santander Group requirements. The role provides dedicated ownership across major regulatory change strategic FOS engagement TSB complaints integration and Group reporting supporting consistent customer outcomes while managing regulatory risk.

Were shaping the way we workthrough innovation cutting-edge technology collaboration and the freedom to explore new ideas. To succeed in this role you will be responsible for:

• Leading the assessment and implementation of changes to the UK redress framework including FOS reform and related legislative change translating requirements into complaint policies processes controls and governance.

• Leading readiness for upcoming FCA complaints reporting changes coordinating required changes across data systems processes definitions and controls.

• Strengthening Santanders strategic relationship with FOS through constructive engagement on key complaint areas including responsible lending/repeat overdraft use and fraud complaints.

• Defining clear and sustainable regulatory positions for complex and out-of-scheme complaint scenarios including relevant me-to-me fraud claims.

• Providing complaints regulatory leadership for the integration of TSB complaints into Santander aligning policy FOS approach reporting and governance.

• Strengthening Santander Group complaints reporting supporting consistent definitions appropriate controls effective governance and clear management information.

• Maintaining a forward-looking complaints regulatory horizon providing expert advice and challenge to senior stakeholders and ensuring complaint policies and guidance remain current.

WHAT YOULL BRING

Our people are our greatest strength. Every individual contributes unique perspectives that make us greater as a team and as an organisation. Were enabling teams to go beyond by valuing who they are and empowering what they bring.

The following requirements represent the knowledge skills and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Professional Experience

• Significant experience in complaints conduct risk regulatory compliance or a closely related role within UK financial services. (Required)

• Experience interpreting FCA and FOS requirements and translating regulatory change into practical policy process and control requirements. (Required)

• Experience leading complex cross-functional change and influencing senior stakeholders. (Required)

• Direct experience engaging with FOS or other external regulatory or ombudsman stakeholders. (Preferred)

Education

• Relevant professional qualification in compliance risk law or financial services. (Preferred)

Hard Skills

• Excellent working knowledge of FCA DISP FOS and the UK complaints and redress framework. (Required)

• Ability to interpret complex regulatory and legislative change and translate it into clear policy process governance and control requirements. (Required)

• Great understanding of complaints reporting and data governance with the ability to identify regulatory conduct and customer outcome risks. (Required)

Soft Skills

• Excellent stakeholder management and influencing skills with confidence providing constructive challenge at senior level. (Required)

• Clear and concise communication skills with the ability to make complex regulatory issues accessible and actionable. (Required)

• Great ownership judgement and prioritisation with the ability to lead multiple high-impact priorities. (Required)

WE VALUE YOUR IMPACT

At Santander your contribution matters. We recognise the difference you make every day and we make sure you feel valued supported and rewarded in return.
Here recognition goes beyond pay. Its about the pride you feel in your work the impact you have on customers and communities and the opportunities you have to grow and thrive personally and professionally.

Salary Range:

54318.00 - 81478.00 per annum (depending on experience)

This salary range represents the expected remuneration for the role. Annual salary is based on a standard 35-hour working week. Actual salary offered will depend on skills experience qualifications and location.

• Competitive rewards that reflect the real impact you make and the value you bring.

• Wellbeing that goes beyond work we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical mental social and financial) to give you access to a suite of apps discounted gym and fitness access weekly online classes flexible healthcare and mental health support.

• Support for every life stage from menopause and pregnancy to parenthood and beyond with enhanced family leave childcare options and tailored wellbeing support.

• Time to give back through volunteering opportunities that let you make a difference in the communities we serve.

• Global growth opportunities to shape your career learn new skills and explore whats possible across our international network.

Ready to be recognised It starts with you.

LOCAL COMPLIANCE

At Santander were proud to be an inclusive organisation that provides equal opportunities for everyone regardless of age gender disability civil status race religion or sexual orientation.

Were committed to creating a recruitment experience thats accessible fair and welcoming for all candidates.

We want our people to thrive at work and at home while delivering the best outcomes for our customers and supporting each other to grow.

To make this possible our roles are site-based with a hybrid working pattern where colleagues are expected to attend the office at least 12 days per month (pro-rata for part-time roles).

When applying please consider the travel distance time and cost to your chosen office location(s).

We welcome applications on the understanding that should you be offered this role there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa may be liable for your own personal employee immigration and relocation costs.( Only applicable for roles that are eligible for sponsorship)

WHAT TO DO NEXT

If this sounds like a role you are interested in then please apply.

For further Guidance please visit Internal Mobility - Candidate Guidance.

If you want to know more about the opportunity:

Please contact: Michael Hemsworth -

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