Being part of the Santander Operations graduate programme will provide you with an unrivalled opportunity to gain an insight into Santander’s operating model and processes. This is where you build a detailed understanding of how one of the world's leading banks operates. Over two years, you’ll take on four six-month rotations, designed to give you an all-round experience of the Operations area of our business. You’ll cover everything, from volume operational areas, strategic insight and process improvement to change and relationship management.
These are very hands-on roles. You’ll be involved in major change projects, but you’ll also be expected to contribute your own ideas on how we continue to improve our business for the benefit of our customers. At the same time, you’ll be able to build relationships with colleagues across all areas of the bank. And at the end of two years you should be ready to move into a professional role.
The programme will give you an initial understanding of the different Operations areas, and how our people, processes and systems are used to achieve our organisational objectives. And throughout, you’ll be part of a fast paced, energetic business that’s at the forefront of the financial industry. We aim to be the best bank to work for, a place where hard work, commitment, proactivity and the desire to develop your skills are recognised and rewarded.
Your ability to be flexible is key for this particular programme, as you will be posted to a number of different sites throughout the UK on a rotational basis. Generally, these locations would include London, Milton Keynes, Glasgow, Leicester, Liverpool or Bradford, but you could be posted to other locations if our business needs demand it. You will have four 6-month rotations during the two year graduate programme. On occasion you could find yourself working outside the traditional working hours of 9am-5pm, Monday to Friday.
We’re looking for driven and career-minded professional individuals with a keen interest in banking and operations. You should have or expect to obtain a 2:1, or equivalent, in Business, Economics, Technology (IT), or another subject with a significant Mathematical/ Statistical content. We’re looking for people who can absorb, interpret and consolidate large volumes of information, and then present it in a user-friendly and pragmatic way. Proven academic experience in complex problem solving is important. Highly flexible, with a can-do, team-focused attitude, you’ll be confident in producing quality deliverables within tight deadlines. You'll also need to be computer literate and highly competent in PowerPoint, Word and Excel.
On our Operations graduate programme, you’ll have the opportunity to expand your knowledge by working in a number of key areas across Operations on a rotational basis. These could include:
Customer Service Delivery Unit
Multi-Channel is the remote inbound channel for our telephony customer service teams, and its split between retail and commercial customer propositions. The operation takes over 15m calls each year and looks after a network of contact centres.
Service Delivery is the key relationship management team who ensure out internal 3rd party providers meet their service level targets. They do this via stakeholder management, recommending process improvements, implementing change projects and analysing where efficiencies can be made.
Technology & Operational Risk and Manufacturing Quality
Our Complaints team is focused on controlling and managing complaints across Santander UK. Because improved customer service is critical to our future growth, it has a very high profile across the organisation, including at Board level.
Structures, Process and Change Management
The Change Management team implements major transformational changes across the entire Santander UK business. Working in partnership with the bank's global units, the team takes the lead on major change projects, such as acquisitions and launching new channels and services. It also manages organisational reviews, looking at how departments can be better structured and improves processes.
Cost Management & Procurement
This department has overall accountability for the direction and performance of the whole end-to-end cost management and procurement process. In addition, it’s accountable for risk financing, decision-making, guidance, and associated activities for all Santander entities in the UK.
Corporate Technology & Operations
Multi-Channel, Corporate, Commercial and Business Banking is the remote customer contact channel for all of Santander UK's Business, Corporate and Commercial Banking customers. Operating from two key sites in the UK and with close to 400 staff, we handle over 2.4m customer calls a year. MultiChannel is a growing area within Santander delivering great customer service and driving change in order to be the best bank for customer satisfaction. We currently cover 7 contact centres across the UK. Our contact centres handle customer queries and transactions. We also have a large number of specialist areas including a dedicated complaints handling team, specialist teams for our select customers as well as e-commerce teams and postal to name a few!
Risk Technology & Operations Division
The Risk Systems & Processes team is integral to the lifecycle of customer accounts which provide an element of credit (bank accounts, mortgages, secured and unsecured loans, credit cards, and so on). Its remit covers everything from assessing customer risk at the point of application, and monitoring and controlling our risk exposure during the life of the accounts (which may include debt recovery and litigation), right through to the analysis and implementation of risk strategies and regulatory risk reporting.
IT and Chief Information Office (CIO)
Part of our global Technology & Operations function, IT works in partnership with the business to the deliver efficient and innovative solutions that power our success. Within IT we have a dedicated software development and maintenance function – Isban; a hardware and infrastructure team responsible for managing our technical and production services – Produban; and the CIO, which provides oversight and governance across the whole IT function.