HCUK Contract Hire Operations Oversight Manager Redhill

Background: Hyundai Capital Services UK Ltd (HCUK) is a joint venture company established by Santander Consumer UK (SCUK) and Hyundai Capital Services Korea (HCS) in 2012. It operates under the Hyundai Finance, Kia Finance, Genesis Finance brands, providing funding solutions for both Retailers and Consumers.

WHAT YOU’LL BE DOING

Job Purpose

Reporting to the Head of Operations Oversight, the role is to initially assist in implementation and development of a new Contract Hire service provider. Following this, to manage the day-to-day Contract Hire Operational Oversight functions within HCUK, maintaining a strong working relationship with all outsourced service providers. The role will incorporate managing a team to deliver the required management information, as well as reviewing service levels with a particular focus on evidencing that HCUK operational activities are conducted in line with our own Oversight Strategy and linked with the FCA’s SYSC 8.0 requirements.

Key Accountabilities

1. Strategic Planning  

In conjunction with the Head of Operations Oversight, develop HCUK’s Oversight Strategy ensuring:

• Operational Risk and Conduct Risk considerations are at the forefront of all our decisions.
• Ensure all strategies and developments align with the overall business strategic initiatives.
• All activity has a clear audit trail which can be evidenced to internal and external auditors or regulators.
• Compliance with all regulatory and governance requirements.
• Responsibility for the analysis of key outsourced areas leading to continuous improvement of our service.

2. Operational Planning

• Assist the Head of Operations Oversight to establish an annual operations activity plan, outlining timings and high-level deliverables based upon the strategic goals established for the role.
• Conform with our Global Governance Policy whilst ensuring this plan is delivered within agreed timeframes.

3. Budgetary Control

Manage the day-to-day delivery of agreed activity in line with prescribed budgets, through ongoing review and monitoring of operational activities, goodwill, and compensation payments.

4. Relationship & Stakeholder Management

• Manage day-to-day Contract Hire operations with responsibility for developing and maintaining an ongoing relationship with all key stakeholders including HCUK’s agreed outsourced providers.
• Establish appropriate oversight of their processes and service levels with the aim of ensuring a clear level of outsourced oversight is in place, that would meet the requirements of external regulators.
• Own, present and document the monthly Contract Hire Service Quality Committee ensuring performance is monitored and challenged where required.
• Own the day-to-day relationships with HCUK’s Contract Hire outsourced service provider.
• Optimise HCUK’s business offering and performance and to ensure appropriate communication channels exist across all business functions and partners.
• Liaise with HCS’s internal control functions and any other relevant departments of HCS (and related group companies) by becoming a main point of contact within HCUK for all control related activity.

5. Technical knowledge and business knowhow

Maintain up-to-date awareness of all relevant legislation and market best practice to ensure a sound understanding exists of the business processes and modus operandi of the organisations outsourced service suppliers.

6. Insight and continuous improvement

Working in conjunction with HCUK’s internal business functions, its business partners (OEM and Dealer) and through utilising appropriate insight (industry, business, customer and technological etc.), drive continual improvement and help to differentiate HCUK’s operational offering to generate added value to the organisation’s Customers, OEM partners and Dealers.

7. Risk and Compliance

• Work with HCUK’s Enterprise Risk function to ensure business performance is optimised and HCUK reputation is protected through the alignment of policies, processes, and quality assurance checking.
• Identify risks, incidents, and breaches, in accordance with company policies and department procedures and manage these through to completion.

8. Governance and Regulatory

Ensure all activity is carried out in conjunction with HCUK’s governance framework and in line with regulatory business principles including Consumer Duty and the delivery of good customer outcomes. This includes the development of several monthly governance packs, which cover Operational and Conduct Risk, together with outsourced services oversight (SYSC 8.0).

9. People Development

• Accountable for setting high level objectives for direct report(s) and effectively managing performance.
• Ensure direct report(s) are adequately trained and supported to carry out their role effectively.
• Encourage learning and development and create opportunities for personal/ professional development.

10. Audit

Act as the main point of contact for all HCUK’s Internal Audit Team for any audit on outsourced functions.

11. Other

Carry out any other tasks from time to time as may reasonably be requested.

WHAT WE’RE LOOKING FOR

Key Competencies

Planning

Must be capable of developing coherent high-level (strategic) plans as well as detailed project/programme level plans.

Communication          

Must possess good written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders across all business levels.

Teamwork

Must be an excellent team player, able to establish strong working relationships with stakeholders, colleagues, and business partners.

Time Management

Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions across multiple projects and on-going programmes.

Attention to Detail

Must be capable of delivering accurate and clear information on a regular basis in line with policies and procedures.

Key Expertise

Given the scope of this position and key competencies it is essential that the job holder has and can display experience and knowhow as detailed below:

• Must have significant general industry experience gained through working in various business functions at both operational and strategic levels
• Has a solid understanding of operational and conduct risk principles and is well versed in the area of financial services operations including:
  • Service processes and provision
  • Related sales processes and channels
• Has a general knowledge of regulated and compliant business environments and the control thereof
• Has ideally worked within motor related financial services or as a minimum worked within an associated services sector
• Has experience of working in a complex operational services environment, where multiple functional and stakeholder management was common or where exposure to an international as well as domestic business operation existed
• Has both direct people management experience and familiarity of working with and supervising the supply of outsourced services.
• Can produce high quality working documentation, including business case proposals, BI dashboards & reports, and business presentations.
• Has advanced Excel skills.
• Has an appreciation of legal, regulatory and compliance issues relating to the use of customer data and is familiar with the Financial Conduct Authority and the principles encapsulated within the ‘treating customers fairly’ concept.
• Appropriate level of education or professional management or industry related qualifications

In addition to the above it is expected that any candidate is able to display a good understanding of the general market sector, can exhibit sound business acumen, has excellent interpersonal skills and is comfortable and confident when dealing with Senior-level management.

Other information

• HCUK employees are currently hybrid working [mixture of home/ office]. The usual place of work for this position is at HCUK’s head office in Reigate, Surrey, however regular visits to the chosen contract hire service provider will be required.
• Some international as well as domestic travel may be necessary from time to time.
• The job holder would benefit from possessing a full driving licence.

WHAT WE OFFER

Remuneration package

• Competitive annual salary range of £49,000-£59,000 per annum, based on experience / expertise
• Eligibility for annual bonus, based on company and individual performance, up to 15%
• Annual cash car allowance of £6000 [pro-rata for part-time employees]
• 30 days holiday, plus bank/ public holidays [pro-rata for part-time employees]
• Company pension with generous employer contributions
• Company sponsored individual private medical insurance
• Benefits supporting you and the family, such as death in service benefit, income protection 
• Voluntary healthcare benefits at discounted rates such as private medical insurance for family, dental insurance, health care cash plan and health assessments
• Employee car scheme (through salary deductions)
• Employee assistance programme
• Enhanced family friendly policies
• Flexible working opportunities