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Santander Bank, NA Sr. Associate, Sales & Service Support-Digital, Boston, MA in Boston, Massachusetts

Sr. Associate, Sales & Service Support-Digital, Boston, MA - 1901661

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Description

As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

Responsibilities

  • Primary focus will be in leading and executing digital initiatives for Santander’s Consumer and Business Banking group

  • Lead the effort to drive employee and client adoption of digital tools and capabilities

  • Create project plans for field initiatives around customer experience, sales process and service delivery.

  • Responsible for developing tools and resources to support the execution of Santander Coaching

  • Create content for monthly Jump Starts, skill-builders and Santander Performance Practice modules (SPP).

  • Responsible for communication and implementation of key initiatives across all Lines of Business

  • Lead high performing project teams by influence, and ensure delivery both on-time and within scope

  • Partner with the Customer Experience team in journey mapping to identify opportunities for improved efficiency / experience redesign

  • As required by the particular project, work in either Agile or Waterfall methodology to provide Subject Matter Expertise

  • Collaborate with colleagues across the organization to build sound and responsible processes

  • Form strong working relationships with strategic partners such as those in Investments, Business Banking, and Mortgage

  • Partner with analytic teams to create impact analyses to inform decision making

  • Work closely with Sales and Service Strategy teams to determine the appropriate processes to incorporate new behavior initiatives to the field

  • Stay abreast of digital trends in Fintech, the banking industry, and other comparable consumer focused industries

  • Maintain a client-centric and banker-centric view in all day to day work

  • Escalate issues as needed

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Qualifications

  • Education: Bachelor's Degree in Business related field or equivalent experience

  • 3-5 years of experience in Financial Services or a similar Consumer focused industry

  • 2-3 years of experience working in a Digital space

  • Experience with both Agile and Waterfall Methodologies

  • Excellent written and verbal communication, problem solving, presentation and analytical and influence skills

  • Proficient in Microsoft Office, specifically MS Word, Excel, and PowerPoint

  • Sound operational judgment and project management experience

  • Competency in client experience, strategic thinking, relationship building, and time management

  • Ability to succeed and maintain a positive attitude under tight deadlines

  • Capability to lead multiple project teams simultaneously, and deliver each on-time and within scope

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply

Job : Sales & Service Support
Primary Location : Massachusetts-BOSTON-75 State Street - 06366 - State Street-Corp

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Organization : Consumer & Business Banking (1001)
Schedule : Full-time
Job Posting : Mar 19, 2019, 3:44:15 PM

AN EQUAL OPPORTUNITY EMPLOYER M/F/Vet/Disabled/SO

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