Director, Contact Center Technology Improvement, and Implementation

It Starts Here:

Santander is a global leader and innovator in the financial services industry and is evolving from a high-impact brand into a technology-driven organization. Our people are at the heart of this journey and 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.

If you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:
The Manager, Business Process Management monitors, reports and plans process improvement or redesign initiatives, and make recommendations on changes. They collect and analyze data for supporting recommendations and manages formal process documents. In addition, the incumbent collaborates on project/agile teams and broader enterprise initiatives to represent business for changes that may impact department processes.

• Conducts day to day oversight of multiple processes such as monitor, report, and plan process improvement or redesign initiatives.
• Provides expert subject matter support on workflow processes, participates in the development of standards, and manages and resolves issues/escalations regarding processes that are raised from all sources.
• Recommends key process metrics and performance indicators to monitor workflow process effectiveness.
• Defines, establishes, and manages process controls, identifies process improvement opportunities and implements them through collaboration with other groups (i.e. Risk office) and makes final recommendations for approval on changes.
• Collects, analyzes and measures process data, to initiate sustainable business practices and procedures and for reporting to senior leadership.
• Reviews data for trends and gaps in the process that may require additional review.
• Resolves complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes, escalates breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakd
• Maintains formal process documents (e.g. procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams).
• Collaborates on larger initiatives, including representing department on broader change control forums for input and to represent department interests, may challenge forum decisions if project outcome impacts department processes.
• Participates in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.
• Pro-actively identifies opportunities to improve internal and external processes and/or capabilities, evaluating feasibility of recommendations, including financial implications and Return on Investment, to enhance the customer experience and maximize eff

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s Degree: in related field or equivalent demonstrated through a combination of work experience, training, military service, or education - Required

• 5+ Years Experience in Business Process Management or Risk Management. - Required.
• Demonstrated leadership oversight of program and project management as well as change management.
• Ability to identify and break down complex business problems and develop recommendations.
• Ability to manage large, complex projects .
• Excellent analytical and complex problem solving skills.
• Demonstrated ability to influence, negotiate and communicate at all levels of organization.
• Strong influencing skills to effectively drive efforts outside of our direct control, including strong communication and partnership skills.
• Ability to see the big picture and work with a team to prioritize requests, ensuring delivery alignment without compromising goals.
• Adept in critical thinking and understanding of business process, technology, systems and tools.
• Previous experience with business applications integration tools (such as Jitterbit) .
• Strong collaboration and communication skills (written/verbal).
• Ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Expert knowledge of project management principles and concepts.
• Strong organizational abilities including planning, program development and task facilitation.
• Ability to plan and manage work under time constraints.
• Flexible, fast learner who thrives in a constantly-changing work environment.
• Demonstrated experience in MS Access, Word, Excel, and SQL.
• Extensive knowledge of CRM and ERP tools .

Certifications:

• Other: Lean, Agile, Six Sigma, or Business Process Management Certification - Preferred.

It Would Be Nice For You To Have:

• Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

Work Authorization & Sponsorship:
Applicants must be legally authorized to work in the United States on a full-time basis without requiring employer sponsorship to commence employment.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Base Pay Range:

Minimum:

Maximum:

Risk Culture:

We embrace a strong risk culture and all of our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.

Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.

Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

Review the internal eligibility guidelines here. If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at TAOps@santander.us to discuss your needs.