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Santander US Head of Customer Service Center in Boston, Massachusetts

Head of Customer Service Center

Req ID: 2100679 Date posted 05/03/2021

Reporting directly to the Head of SBNA Operations, the Head of the Customer Service Center is responsible for building a world-class Customer Service Center (CSC) for Santander and will be the driving force in implementing progressive customer experiences. S/he collaborates with various stakeholders including frontline staff and various key partners (Retail Network, Marketing, IT, etc.) to ensure a scalable best in class customer experience.

  • Establishes and implements key strategies for the Customer Service Center.

  • Develops and drives initiatives that focus on process improvements throughout the service organization.

  • Designs and implements streamlined and best in class processes and practices that are focused on increasing operational efficiency and improving overall customer satisfaction.

  • Sets departmental and individual performance standards that are aligned with the service goals of the company and makes decisions regularly on taking any necessary corrective action measures.

  • Oversees the delivery and continued development of a standardized training program for the Customer Service department.

  • Develops, implements, and reports key performance indicators based on company and customers' shared objectives.

  • Benchmarks industry & company best practices, competition, and trends related to customer experience to incorporate into future projects and planning to maximize effectiveness.

  • Partners with internal stakeholders to set strategy and establish priorities to effectively and efficiently align priorities and initiatives between internal product teams, sales teams and marketing to drive end-customer satisfaction.

  • Designs and implements best-in-class experience strategy and roadmap for Santander customers with a customer-centric approach.

  • Continually analyzes contact channel procedures and metrics to optimize efficiency, quality and resolution.

  • Fosters company-wide culture of Customer Success.

  • Manages departmental budgets by analyzing and controlling expenditures of the department in order to conform to company and departmental established budgetary requirements.

#LI-SB1

  • Education

  • Bachelor's Degree or equivalent work experience preferred

  • Master’s Degree preferred

  • Experience

  • 15+ years’ experience management of a Customer Service/Customer Support function

  • 12-15 years’ experience in Financial Services

  • Advanced knowledge and experience using statistical packages for analyzing data sets (Excel, Access, SPSS).

  • Demonstrated expertise in Customer Service segment, or ability to perform at an advanced level of competence.

  • Superior leadership, supervisory, and customer service skills.

  • Ability to manage influence through persuasion, negotiation, and consensus building.

  • Ability to influence all levels of employees in a collaborative cross-cultural environment.

  • Ability to handle conflict resolution and ensure appropriate accounting guidance is followed.

  • Ability to direct, train, and develop multiple teams led by directors.

  • Ability to effectively communicate and build relationships with multiple levels of the organizational structure, including senior level management.

  • Ability to maintain and report on confidential information in an appropriate manner.

  • Ability to convey a sense of urgency and drive issues/projects to closure.

  • Demonstrated desire for continuous learning and improvement.

  • Deep understanding of value drivers in recurring revenue business models.

  • Superior conflict management and resolutions skills.

  • Strong leadership, teaming, and positioning skills.

  • Ability to effectively interact with the market, executive management and vendors.

  • Ability to adapt and adjust to multiple demands and competing priorities.

  • Excellent written and oral communication skills.

Primary Location: Boston, Massachusetts, United States

Other Locations: Massachusetts-Boston

Organization: Santander Bank, N.A.

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.

US Candidates/Employees: Click here to view the “EEO is the Law (http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) ” poster and supplement and the Pay Transparency Policy Statement. (https://www.dol.gov/agencies/ofccp/faqs/pay-transparency)

Click here to view the California Privacy Notice. Need assistance? Contact TAOps@santander.us

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