Job Description

Location

• Hybrid remote working from Widnes, Royal Avenue or Edinburgh, Lochside

In a nutshell

• This role is a key part to the continued success of Sainsbury\'s Bank and Argos Financial Services and focuses on supporting the Bank\xe2\x80\x99s customers in financial difficulty (\xe2\x80\x98CiFD\xe2\x80\x99) across our Unsecured and Secured lending portfolios (Credit Cards, Store Cards, Loans and Mortgages).
• The principle purpose of this role is to support the Operations and Relationship Manager; and the wider C&R team in providing daily oversights of suppliers, focusing on the delivery of excellent customer service, while maintaining agreed service levels
• Reporting directly to the Operations and Relationship Manager, Collections and Recoveries, Customer, this role is significant in both the management of the Collections and Recoveries (\xe2\x80\x98C&R\xe2\x80\x99) Operations function and the effective management of relationships with suppliers
• This role is responsible for ensuring all operational processes and procedures for Collections and Recoveries (Credit Cards, Store cards, Loans & Mortgages) aligning to the customer service strategy and the banks risk appetite
• This role is responsible for supporting SBAFS Credit Risk by sharing knowledge and expertise, and working together to help identify areas of improvement to our Customer Journeys, Fair Customer Outcomes and overall performance.

What you need to do

• Support SBAFS Collections and Recoveries in improving operational processes and procedures to enhance customer experience and deliver oversight of external suppliers
• Build and maintain strong working relationships with both internal and external stakeholders, suppliers and Debt Management bodies
• Be a key point of contact within the wider SBAFS for consultation, problem solving and in supporting changes to Collections and Recoveries Polices, Processes and strategies
• Ensure all C&R activities are delivered within agreed SLA\xe2\x80\x99s with external suppliers and any key concerns or issues are highlighted and escalated accordingly
• Act as a trusted partner to the business by being a subject matter expert on C&R report design and layout and providing insight and recommendations which are actionable
• Working with the SCA team this role holder will support all SB supplier assurance requirements, and adhere to the governance and oversight of external suppliers
• Ensure that SBAFS is compliant with regulatory requirements as laid down by all the Banks regulatory and advisory communities including PRA, FCA etc. And any changes are implemented in a timely manner
• Share knowledge, technical expertise and ideas with colleagues within Customer and the wider business / exchange of information and the identification of best practice
• Govern controls for outsourced Suppliers according to Business Process management
• Own, manage and escalate when appropriate compliance and risk for Outsourced Suppliers (1st line)
• Identify incidents and defects and manage these through to satisfactory completion, delivery and completion of any required rectification, ensuring minimal customer impact
• Deliver quality pieces of work within challenging timescales
• Support the on-boarding suppliers creating and maintaining appropriate governance frameworks
• Promote our \'Ways of Working\' throughout all activities

What you need to know

• A background in Collections and Recoveries and/or Credit Risk environment essential
• Well organised and able to prioritise workload in line with tight reporting deadlines
• An excellent communicator, with ability to develop and manage relationships.
• Proven track record of working on own initiative, with a determination to introduce fresh thinking to the role and to the wider Collections and Recoveries team

• Excellent communication skills, both oral and written, with a working knowledge of Microsoft applications
• Wide Regulatory knowledge including the implications for C&R relating to FCA Consumer Credit Sourcebook (CONC) and Conduct & Compliance aspects of dealing with Customers in Financial Difficulties
• Experience in Financial services and management of outsourced suppliers essential
• Strong technical knowledge and experience of SBAFS banking systems and processes

What you need to show

• A team player who is able to structure and prioritise activity in light of tight deadlines and is able to adapt in an ever changing environment
• Demonstrates flexibility and a \xe2\x80\x98can do\xe2\x80\x99 attitude to successfully overcome barriers and an innovative approach to problem solving
• Good communication skills with the ability to think quickly and package ideas and results in a logical, understandable and compelling way to both technical and non-technical audiences
• Strong rapport and relationship building skills with both internal and external customers holding a high level of business awareness and commercial acumen
• Well-developed writing and communication skills with the ability to interact at senior levels within the organisation
• Strong collaboration skills to enable the co-ordination of a wide range of assurance activity involving multiple colleagues

Our Benefits

• In addition to the all- important competitive salary, pension & bonus offering, we totally get that life outside work is important to us all. So, we want to shout out some of our other great benefits.
• We offer flexible working to help you achieve a good work/life balance.
• Opportunity to buy extra holidays is on the table.
• Discounts on your weekly shop, buying a laptop or sofa? We\xe2\x80\x99ve got it covered through your Sainsburys, Argos and Habitat store discount card.
• Cycle to work scheme.

A Little Bit About Us And Our Culture

We\xe2\x80\x99re proud of our heritage as the UK\xe2\x80\x99s first supermarket bank. As digital technology drives the banking landscape, we want to be at the cutting edge of this technology, offering award winning innovative digital banking products to our customers. Technology is where we see our growth therefore, we need innovators to join us and drive the next phase of our evolution.

We\xe2\x80\x99re a friendly bunch who collectively share a passion to make our customers\xe2\x80\x99 financial lives easier. As part of the wider Sainsbury\xe2\x80\x99s Group, being one of the UK\xe2\x80\x99s most trusted brands, it brings our colleagues a wealth of opportunities to fulfil their potential. Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

Everyone is welcome at the Sainsbury\xe2\x80\x99s Group, and we\xe2\x80\x99re proud to be an equal opportunities employer that champions a diverse and inclusive culture that reflects the diversity of the communities we serve.

Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how, where and when they work, combining remote and collaborative working with a flexible approach to hours within their working days, giving plenty of time and space for life outside of work whilst delivering against our business goals.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

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Sainsbury\'s