Harry Elnaugh, Root Cause and Business Controls Team Manager, gives us an insight into his new role within Santander Consumer, how his team play a pivotal role in ensuring our customers are at the heart of everything we do, and his hobbies outside of work.
Can you share a bit about yourself and your career journey so far?
In the years before I started at Santander Consumer, I worked for a sports news website, covering football, and I had a stint with a roofing company. I’m an avid football fan and am now recently back into playing, as well as going to Crystal Palace games, meaning this takes up most of my weekends!
How long have you worked at Santander Consumer Finance and what other departments/roles have you been in?
I joined the Financial Support team in March 2021, before moving over to Quality Assurance in May the following year. I then moved to the Risk Strategy team a little while after.
A lot of my work to date has revolved around both company-wide and more local projects to support our Arrears Management team. Always ensuring that frontline colleagues are delivering the right outcomes for our customers.
Congratulations on your new role! Tell us a little bit about it?
The Root Cause & Business Controls team are responsible for both identifying and remediating customer detriment, as well as embedding process changes and developments via continuous improvement. Ensuring that we are always on the lookout for where we might have fallen short or could be doing better means that the customer remains the focus and we’re never standing still!
What are you most looking forward to as Root Cause & Business Controls Team Manager?
I’m looking forward to working within a new environment and with a team that brings an array of knowledge and experience from across different areas of the business. Also, the opportunity to help drive developments to internal processes and the customer experience.