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Quality & Complaints Specialist

  • Application Deadline: Sept. 30, 2021
  • Bærum
  • Application Deadline: Sept. 30, 2021
  • Bærum

Quality & Complaints Specialist in Operations

We are looking for a Quality & Complaints Specialist in the Quality, Complaints & Analytics team.

Your tasks and areas of responsibility and deliveries:

  • Ensure right quality and execution of daily logged complaints/incidents
  • Drive and ensure harmonization, efficiencies and standardization through optimizations
  • Deliver on personal and business goals
  • Ensure strong collaboration across teams and functions
  • Maintain and document processes
  • Ensure that policies and procedures are followed and in cooperated in the rest of Operations
  • Execute training and knowledge sharing in team and across Operations to ensure correct behavior ref. NFR and complaints
  • Complaints: ensure handling, reporting and follow up and execute on actions plan
  • Ensure adequate updates of process, risk and control ownership. Review all risks on a yearly basis and monitor adaptation of relevant controls
  • Monitor adequate documentation of controls across operations (Heracles driven). Review adequate control evidence on a quarterly basis, either by delegation or through samples
  • Responsible for reporting and investigation of up risk and compliance events for Operations (incl. GDPR reporting). Support function on information gathering regarding up risk events, risks and controls
  • Participate in monthly coordinator meetings
  • 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
  • Help preparing (written) status updates for NFR&C meetings
  • Participation in Risk Control Self-Assessment (RCSA) process and Thematic Risk Assessments
  • Promote and assist work on internal controls
  • Participate in new tool methodology

Activities within the role:

Main process:

  • Non-Financial Risk/Op Risk Events (support Operations within ICM, BIA and RCSA)
  • Reporting (internal and external)
  • Complaint handling (support and report)
  • Training inhouse and partners (Collection)

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
  • 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
  • Highly used to and understand relevant laws and regulations
  • Solid business understanding and deep knowledge of policies and procedures within areas of responsibility
  • Ability to understand complex dependencies across the bank
  • User experience of tools in order to support areas of responsibility and deliveries
  • Ability to effectively train and covey messages to others
  • Solid in written and spoken English.
  • Minimum 2 years of experience within areas of responsibility
  • Experience from the financial industry
  • Knowledge within area of responsibility especially NFR risks and controls, reporting and complaints handling
  • Experience working across the Nordic countries

If you have the right profile, will and enthusiasm, please send your application and CV via the link.

You are welcome to contact Rikke Hartvich on tel. +45 31 72 44 88, if you have any questions about the position.

Great Place to Work

  • We invest in you

  • Innovative and looking to the future

  • BeHealthy | Your health is important to us

  • Social events for all employees

  • Engaged colleagues

  • Dynamic work environment

  • Employee benefits and discounts

  • We give back to society

  • Competitive insurance and pension plans

  • 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

  • Engasjerte kolleger

  • 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

  • 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 1,400 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

https://www.santanderconsumer.no/
https://www.santanderconsumer.se/om-oss/
https://santanderconsumer.dk/om-os/
https://www.santanderconsumer.fi/

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 1400 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)

T1.400 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)

T1400 anställda i Norden

TVi servar över 1,6 miljoner kunder

TInnovation är nyckeln till vår framgång

TVi levererar digitala kundupplevelser i framkant

Rikke Hartvich | Contact Person

I'm interested
Santander Consumer Bank Nordics

Bærum
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