Country: United Kingdom
IT STARTS HERE
Santander (www.santander.com) is evolving from
a global, high-impact brand into a
technology-driven organisation, and our people are at the heart of this journey.
Together, we are driving a
customer-centric transformation that values bold
thinking, innovation, and the
courage to challenge what’s possible.
This is more than a strategic shift.
It’s a chance for driven professionals to grow, learn, and make a real difference.
Our mission is to contribute to help more
people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.
We are embarking on a major procurement and operations transformation. To support this transition we are seeking an experienced Transformation Manager to lead the transition, ensuring seamless handover of activities, and stabilise service delivery across our processes.
This role will combine the service management expertise with transformation leadership, ensuring that all processes, systems, and teams are fully embedded and optimised in the new operating model.
THE DIFFERENCE YOU MAKE
The role will support the organisation in managing supplier risk and delivery ensuring that quality, compliance and cost-effectiveness of work delivered by suppliers meets Santander’s expectations and makes our customers better happen. This role will be accountable for, identifying, managing and mitigating all risks related to the services that we have outsourced to a subset of suppliers. The delivery model should support the enablement of industry leading value for Santander.
We’re
shaping the way we work through innovation, cutting-edge technology, collaboration and the freedom to explore new ideas. To succeed in this role, you will be responsible for:
- Lead the transition of activities ensuring structured knowledge transfer, process handover and service stabilisation
- Co-design and oversee a transition roadmap, ensuring clear governance, risk management and reporting
- Manage and mitigate risks related to outsourced service delivery, ensuring compliance with service, quality, and cost objectives
- Work closely with Procurement, IT, Finance and delivery teams to ensure smooth cutover and continuity of service
- Act as a primary service management lead for procurement during and post transition
- Provide oversight on change management activities, ensuring impacted stakeholders are fully engaged and supported
- Monitor service performance against SLAs, embedding continuous improvement practises into the model
- Support supplier and third party management to ensure contractual obligations are met and best value is delivered
- Serve as the escalation point for service issues during the transition phase
- Contributes to depth analysis of processes related to the delivery of service to ensure compliance with Third-Party Risk Management Framework and Third-Party Risk Management System, measuring effectiveness in terms of service delivery, productivity, income and / or cost and, where appropriate, recommending and delivering changes
- Plays an active role in formulating mid- to long-term strategic plans in conjunction with the department head to meet commercial objectives. Manages a service management team providing specialist support to multiple stakeholders, with SME understanding of service management activities as well as senior stakeholder management and 3rd party partners.
- Embeds RFB culture and aim to be the easiest way to make our customers better happen within 3rd party providers.
- Technical contributor to the service specification for market activity
- To deliver risk-based assurance activities to ensure that risks are being managed in line with risk appetite and established policy requirements. This includes monitoring of business area / third-party compliance with Risk Management Policies and supporting Standards.
- Takes a enterprise wide view of service delivery and seeks opportunities to drive business value.
- Liaises with business SME’s, Operational resilience, Supplier Collaboration, category management and others to ensure best business outcomes are achieved
What You’ll Bring
Our people are our greatest strength. Every individual contributes unique perspectives that make us stronger as a team and as an organisation. We’re
enabling teams to go beyond by valuing who they are and empowering what they bring.
The following requirements represent the knowledge, skills, and abilities essential for success in this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Proven experience of offshoring/outsourcing transitions, including knowledge transfer and service stabilisation
- Innovation catalyst, with hands on experience in the management of outsourced services, and customer facing delivery in the financial services industry.
- Strong background in service management and procurement operations
- Understanding of operational risk and service resilience frameworks
- Ability to interpret and manage supplier performance (SLAs)
- Knowledge of procurement systems (SAP desirable)
- Technical expert in the service that has been outsourced to the supplier
- Able to diagnose issues and assess appropriateness of supplier response
- Understands the enterprise wide impact of the service performance and manages to delivery maximum bank benefit.
- Understanding of governance, risk, and control. Ability to design and evaluate risks and controls;
- Proven track record in improving / maintaining risk management processes;
- Ability to think laterally and understand the impacts of proposed changes, challenging the status quo where appropriate;
- Track record of leading multi-year strategic planning process: strategic, organizational and problem-solving history to deliver sustained results
- Understands commercial contracts and is able to interpret contract clauses
- Able to manage supplier delivery within a commercial framework and utilises contract provisions accordingly, avoiding scope creep
- Understands the banks legal and commercial position and is able to utilise these to secure best value.
Languages
Hard Skills
- Experience of line managing risk, service management or procurement teams
- Proven track record of leading transitions or service migrations, ideally offshore
- Strong stakeholder engagement and change management skills
- Ability to manage competing priorities and deliver under pressure
- Understanding of financial services, and the management of outsourced service delivery.
- Passionate about delivering excellent customer service, all of the time
- Understanding of Procurement and procurement systems including TPRM technology, supplier management and analytics
Soft Skills
- Outcome driven with focus on long term sustainable benefits
- Will require indirect management of several cross-functional teams as well as significant co-ordination with global teams
- Management of the relationships with various internal organisations providing Intelligence & Analytics
- Confident, and impactful communication skills (verbal, written, presentational). Strong adaptable communication skills, which target differing audiences;
- Understands the UK banking environment and is an active advocate of risk management and service improvement practices.
- Adaptable and resilient in fast paced, complex change environments
WE VALUE YOUR IMPACT
At Santander, your contribution matters. We recognise the difference you make every day, and we make sure you feel valued, supported and rewarded in return.
Here, recognition goes beyond pay. It’s about the pride you feel in your work, the impact you have on customers and communities, and the opportunities you have to grow and thrive — personally and professionally.
- 30 days’ holiday plus bank holidays, which increases to 31 days after 5yrs service, with the option to purchase up to 5 contractual days per year
- £6,000 car allowance per year
- Company funded individual private medical insurance
- Protection for you and your family, with company-funded death-in-service benefit and income protection insurance, and the option to take advantage of discounted rates for additional life assurance and critical illness cover.
- Share in Santander’s success by saving or investing in our share plans.
- As a Santander UK employee, you are able to request staff versions of our products like our Edge Current Accounts and Credit Cards with no fees, as well as apply to many other deals and discounts in Santander products and services
- Competitive rewards that reflect the real impact you make and the value you bring.
- Wellbeing that goes beyond work — we work with a range of wellbeing partners across our 4 pillars of wellbeing (physical, mental, social and financial) to give you access to a suite of apps, discounted gym and fitness access, weekly online classes, flexible healthcare and mental health support.
- Support for every life stage — from menopause and pregnancy to parenthood and beyond, with enhanced family leave, childcare options and tailored wellbeing support.
- Time to give back through volunteering opportunities that let you make a difference in the communities we serve.
- Global growth opportunities to shape your career, learn new skills and explore what’s possible across our international network.
Ready to be recognised? It starts with you.
LOCAL COMPLIANCE
At Santander, we’re proud to be an inclusive organisation that provides equal opportunities for everyone — regardless of age, gender, disability, civil status, race, religion or sexual orientation.
We’re committed to creating a recruitment experience that’s accessible, fair and welcoming for all candidates.
We want our people to thrive — at work and at home — while delivering the best outcomes for our customers and supporting each other to grow.
To make this possible, our roles are site-based with a
hybrid working pattern, where colleagues are expected to attend the office
at least 12 days per month (pro-rata for part-time roles).
When applying, please consider the travel distance, time and cost to your chosen office location(s).
Right to work in the UK
- Every individual must have the right to work in the UK to commence employment with Santander either by way of nationality, visa or work permit. If you do require a working visa / permit this will not influence our decision on whether to progress your application. However, if you do not have a right to work, or an application for a working visa / permit is unsuccessful, Santander will not proceed with your application and will withdraw any conditional offer previously made.
We welcome applications on the understanding that, should you be offered this role, there may be no relocation package available. Santander will pay the employer mandatory government fees that are required to pay in connection with visa sponsorship. You may be liable for your own personal employee immigration and relocation costs.
What To Do Next
If this sounds like a role you are interested in, then please apply.
If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available through email. You can contact us at resourcing@santander.co.uk.
