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Operations Manager - Head of PPI BAU Complaints

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Operations Manager - Head of PPI Complaints

Join Santander and you'll become a vital part of a business built on the outstanding service provided to our customers, as well as the award-winning products we offer. We're one of the fastest growing banks in the UK and that is down to our people. And we recognise that as we help you develop your career you'll be doing the same for our business.

Reporting to the Head of Historical Complaint Operations this is a new role which will be responsible for the management of the day to day operations of the Historical BAU Complaints teams and also responsible for delivering new policy and process change into the PPI Operation and leading the day to day operations of the teams that are set up to deliver the new policy and processes.

As a Head of BAU Complaints your skills and qualifications will ideally include:

* Professional with broad business experience in the financial sector.
* Experience of process improvement.
* Proven Operational management at a Senior level with experience in leading a headcount of 100 FTE (minimum)
* Proven skills in achieving excellent customer service results through people
* Proven diagnostic, problem solving and decision making skills.
* Successful track record in budget and capacity management

As a Head of BAU Complaints your main responsibilities will involve:

* Capacity and Budget Management
* Delivering and designing Operating models
* Managing complaints capacity models.
* Managing complaints budget models
* Performance Monitoring and MI.
* Designing, implementing and maintaining appropriate mechanisms for monitoring performance against the plan and initiating corrective actions as required.
* Performance Delivery
* Prioritising, deliver and track the benefit of performance improvement activities for the PPI Operations areas
* Managing Internal Relationships
* Pro-actively developing and facilitating effective business relationships at all levels, including peers, senior managers and directors.
* People Management

Since you will be liaising with internal and external stakeholders extensively, you will need to demonstrate excellent verbal and written communication and presentation skills, Also, to be successful in this role you will need to be able to effectively prioritise actions and resources to deliver against objectives and demonstrate sound judgement, balance risk and practicality to determine appropriate actions/solutions.

The Reward

Salary: £65,000 - £75,000 plus benefits

For your commitment and success, we offer one of the most competitive basic salaries with a distinct career development opportunity. OtherSantanderbenefits include:

* Discretionary annual bonus
* Private Medical Insurance
* Pension
* 30 days Holiday plus bank holidays with the option to buy and sell 5
* Product discounts
* Retail and High Street discounts
* Sharesave Scheme
* Flex benefits including childcare vouchers


If you're interested in this role, please apply on the link below and our recruitment team will be in contact shortly.

Santander welcomes applications from all sections of the community.

With your personal best and our drive and ambition, we can be exceptional.


The Santander Group has more than 150 years' experience in banking and more branches worldwide than any other international bank. At Santander we are committed to serving our customers and helping make the most of their money. In the UK we have over 25 million customers, 1.6 million shareholders, more than 1,300 branches and 4,100 cash machines. Our goal? To be the best retail bank in the UK.


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