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Quality & Complaints Specialist in Operations

  • Applications are considered on a rolling basis
  • Hvidovre
  • Applications are considered on a rolling basis
  • Hvidovre

We are looking for a Quality & Complaints Specialist in the Due diligence, Fraud & Complaints Function.

You will be part of a Nordic team with 6 great colleagues.

Your tasks and areas of responsibility and deliveries:

  • Complaint’s reporting, follow up on mitigating actions and execute on actions plans.

  • GDPR breaches

  • Execute/support training and knowledge sharing across Operations to ensure correct behavior ref. GDPR, Op Risk events and complaints

  • Monitor adequate documentation of controls across operations (Heracles driven). Review adequate control evidence on a quarterly basis, either by delegation or through samples

  • Participate in monthly coordinator meetings

  • Support to Legal in Complaint Board cases and to OPS in relation to complex complaint cases.

  • Follow-up on events in own function in cooperation with managers, action owners and others. Responsibility for mitigation of risks depends on what is decided in each function and BAU process

  • Promote and assist work on internal controls for Nordic Operations

  • Drive and ensure harmonization, efficiencies, and standardization through optimizations

  • Deliver on personal and business goals

  • Facilitate monthly Quality & Complaints Forum

Activities within the role:

Main process:

  • Non-Financial Risk/Op Risk Events (Support Operations within ICM, BIA and RCSA)

  • Reporting (internal and external)

Your qualifications and skills:

  • Strong communicator and good team player

  • Strong ability to execute

  • Highly analytical and solution oriented

  • Strong ability to understand complex issues

  • Passionate about risks, controls, documentation, and structure

  • Data driven and skilled within creating reports

  • Proactive and solution driven attitude – love to succeed

  • Motivate, inspire, and energize your surroundings

  • Structured and a doer

  • Transparent, open and honest

Qualifications and experience:

  • Solid understanding and experience from financial/service industry

  • Good understanding and knowledge of customer/partner journeys/processes

  • Solid business understanding

  • Ability to understand dependencies across the bank

  • Ability to effectively train and covey messages to others

  • Fluent in written and spoken Danish and solid in written and spoken English.

  • Minimum two years experience within areas of responsibility

We offer

  • An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
  • A corporate culture that is professional and dynamic, yet informal. Bureaucracy is kept to a minimum, as we expect our skilled employees to make long lasting and impactful decisions to shape our future
  • Highly competent, dedicated, and friendly co-workers with strong collaboration across the Nordics

Are you interested?

If you have the right profile, will and enthusiasm, please send your application and CV via the link already today. Applicants are considered ongoing.

You are welcome to contact recruiting leader, Arja Pynnönen on tel. +358 503757454, if you have any questions about the position.

Great Place to Work

  • Innovative and looking to the future

  • We invest in you

  • Employee benefits and discounts

  • Dynamic work environment

  • Engaged colleagues

  • Social events for all employees

  • BeHealthy | Your health is important to us

  • Competitive insurance and pension plans

  • We give back to society

  • Gode pensions- og forsikringsforhold

  • Vi investerer i din udvikling

  • Vi giver tilbage til samfundet

  • Medarbejderfordele og rabatter

  • Dedikeret kollegaer

  • Globale muligheder

  • Sociale arrangementer for alle medarbejdere

  • Innovativ og fremadtænkende virksomhed

  • Gode forsikrings- og pensjonsordninger

  • Sosiale arrangement for alle ansatte

  • BeHealthy | Din helse er viktig for oss

  • Innovativt og fremtidsrettet selskap

  • Vi investerer i deg

  • Vi gir tilbake til samfunnet

  • Personalgoder og rabatter

  • Dynamisk arbeidsmiljø

  • Engasjerte kolleger

  • Sociala evenemang för alla anställda

  • Dynamisk arbetsmiljö

  • Vi ger tillbaka till samhället

  • Konkurrenskraftiga pensioner & försäkringar

  • Innovation, förbättring och utveckling

  • Globala möjligheter

  • Friskvård - din hälsa är viktig för oss

  • Engagerade kollegor

  • Personalförmåner via Benify

About the company

We are a Nordic bank with more than 1,200 colleagues in Sweden, Norway, Denmark and Finland, and proud to be part of Banco Santander, one of the largest banks in the world with a solid history going back more than 160 years.

Our purpose is to help people and businesses prosper and we aim to be the best retail and commercial bank, earning the lasting loyalty of our people, customers, shareholders and communities - through simple, personal and fair banking.

In our organization we foster and value an engaged, challenging and passionate environment that provides opportunities for personal and professional growth. We operate in an ever changing environment, and believe the key to success is innovative involvement, a playful approach to active learning and continuous improvement in our daily work.

We are firmly committed to being a responsible bank in the way we operate, our culture, caring for our environment and giving back to society. Banco Santander is recognized as the most sustainable bank in the world following the publication of the Dow Jones Sustainability Index (DJSI) for 2019.

Read more about responsible banking on our global webpages.

Santander Consumer Bank is one of the largest Nordic banks providing loans and credits, credit cards, deposits and insurance to private customers.

To learn more about Santander in the Nordics, please visit our local webpages


TA Nordic Bank with global strength

TPart of Banco Santander – one of the world’s largest financial institutions

TBanco Santander’s history goes back more than 160 years

TWorld’s Most Sustainable Bank 2019 (Dow Jones Sustainability Index 2019)

TOver 1200 employees across the Nordics

TWe serve over 1.6 million customers

TStrategic partnerships with over 10 000 car dealers, merchants and brokers

TInnovation is key to our future success

TBanco Santanders historie går mere end 160 år tilbage

TVerdens mest bæredygtige bank 2019 (Dow Jones Sustainability Index 2019)

T1.200 ansatte på tværs af Norden

TOver 1.6 mio kunder

TStrategiske partnerskaber med mere end 10.000 bilforhandlere, indkøbere og brokere

TInnovation er nøglen til vores fremtidige succes

TVi leverer digitale kundeoplevelser

TEn Nordisk bank med global styrke

TEn del af Banco Santander – en af verdens største finansielle institutioner

THistorien vår går tilbake til 1963 i Norge

TOver 600 000 kunder og 3500 partnere i Norge

T50/50 fordeling menn og kvinner

TOver 600 000 kunder og 3500 partnere i Norge

TStørst på billån i Norge

TFremtidsrettede | Først ute i Norge med ApplePay

TVi er dedikert til å være en ansvarlig långiver!

TInnovative | Vår siste nyvinning SHFT – en abonnementsløsning for bil

TEn nordisk bank med global styrka

TDel av Banco Santander - en av världens största finansiella institutioner

TBanco Santanders historia går tillbaka mer än 160 år

TVärldens mest hållbara bank 2019 (Dow Jones Sustainability Index 2019)

T1200 anställda i Norden

TVi servar över 1,6 miljoner kunder

TInnovation är nyckeln till vår framgång

TVi levererar digitala kundupplevelser i framkant

Arja Pynnönen | Contact Person

I'm interested
Santander Consumer Bank Nordics

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