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SCUK Customer Services Business Process Analyst

Country: United Kingdom

WHAT YOU WILL BE DOING

Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of dealerships throughout the United Kingdom. We are happy to share that we are currently looking for a Business Process Analyst to join our vibrant and fast-paced Customer Service department.

Reporting to the Head of Customer Service, your primary responsibility is the implementation of technology solutions in a cost-effective way by determining the requirements of a project or program, and communicating them clearly to stakeholders, management and the business team. You will be responsible for investigating and analysing business processes/activities and recommending optimisations to deliver maximum efficiency. This is a wide-ranging role to lead process improvements throughout the department rather than a single project role.

This role is hybrid based (working both from home and in the Redhill office) and working 0900-17:00 across Monday – Fridays.

Responsibilities will include:

• Gathering requirements using observation, interviews, document analysis, requirements workshops, surveys, business process descriptions, tasks and workflow analysis
• Critically evaluate information gathered from multiple sources and identity reconciliation conflicts or provide recommendations for improvement
• Proactively communicate and collaborate with external and internal stakeholders to analyse information needs and functional requirements
• Produce feasibility studies, business cases and business requirements documentation
• Successfully engage in multiple initiatives simultaneously
• Strong analytical and product management skills, including a thorough understanding of how to interpret our customer needs and translate them into application and operational requirements
• Excellent verbal and written communication skills with the ability to interact professionally with a diverse group, executives, managers, and subject matter experts
• Serves as the conduit between the customer community and the business
• Support Customer Services Management by providing reports (ad-hoc, daily or monthly), testing, analysis and ad hoc tasks.
• Deal with or escalate any identified risks in relation to Santander Consumer risk policies and/or legislative and regulatory guidelines in accordance with the Santander UK group risk framework

What we’re looking for someone who has:

• Excellent verbal, written, and personal communication skills analytical, problem solving and conceptual skills in order to develop methodologies and processes
• The ability to communicate, present and influence at all levels
• The ability to handle difficult conversations at all levels
• The ability to manage and adapt in a busy, pressurised and frequently changing environment
• The ability to articulate technical issues associated to work area
• The proven ability to build effective strong working relationships with a wide range of stakeholders with ability to manage expectations and mediate between stakeholders sometimes with competing priorities
• The ability to make confident decisions
• A good interpersonal and supervisory skills and ability to manage work processes
• A good understanding of all Santander Consumer Finance Systems and processes
• A good understanding of the FCA requirements to drive good customer outcomes forward
• A high level of accuracy and attention to detail with the ability to manage complex priorities at pace and multiple initiatives adjusting to shifting priorities
• A high level of organisation skills along with a self-motivated and positive attitude

Advantageous, but not essential:

• Management experience
• Previous Project Management experience
• Experience in more than one operational area at Santander Consumer Finance
• Exhibits sound business acumen
• A good understanding of the car finance sector
• Relevant Project Management ie. a PRINCE 2, Analytical or Financial qualification

We have a range of benefits available which include:

• Competitive salary of £40,000-£44,000 (dependent on skills & experience)
• 27 days holiday per annum, plus bank holidays
• Annual bonus based on personal and company performance
• £500 flexible benefit allowance
• Generous pension contributions
• Employee assistance programme
• Enhanced family friendly policies
• Sharesave scheme
• Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
• Local retail and high street brands discounts

Equal Opportunities

Santander Consumer Finance are an equal opportunities employer. Our customers come from a wide range of backgrounds, and so do our people. By reflecting and celebrating diversity in our workforce, we’ve created an inclusive culture, which adds real value to our business.

When we talk about diversity, we’re not just paying lip service. It’s too important. Everyone here is selected, promoted, and treated on their aptitude and skills to do the job, irrespective of their gender, age, disability, race, religion & belief, or sexual orientation. It’s a culture where everyone counts, in which the diverse range of backgrounds and perspectives makes us stronger and helps us retain talented people and develop them to their full potential.

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.