Sr. Associate, Small Business & Consumer Operations

Quincy, United States of America

Responsible for the day-to-day operations of the company's business units. Aims to deliver superior service to clients by driving and optimizing the effectiveness and efficiency of people, processes and technology thereby enhancing financial performance, increasing investment capacity, and managing risk. Builds the sustainable repeatable capabilities that support delivery of the highest standards of service and execution. Analyzes and reviews data tools, business processes and operational standards to execute service delivery. Evaluates and ensures that operations meet company objectives, business needs, service agreements and relevant requirements. Researches and monitors external landscape to identify developments and translate them into operational implications for the company.

Essential Functions:

Develops close working partnerships with all appropriate parties

Provides professional level of communication to internal/external partners, and team members and management.

Proactively looks for ways to improve and promote quality and provides clear path for resolution.

Delivers consistent, high level of service within Service Excellence Guidelines.

Evaluates, prioritizes and resolves technical issues for the organization's products and services.

Communicates and facilitates best practices for customer error resolution related to consumer support teams.

Analyzes and evaluates incident reports and makes recommendations to reduce issues rates.

Consults with management and vendors to explain software errors and recommends changes to programs or services.

Tests software for system and product compatibility, upgrades or systems changes on deployed or new products, services and solutions.

Develops, instructs and updates various lines of business and support teams as needed through the construction and updating of user training manuals and procedures for the corporation.

Qualifications:

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.

Education:

Bachelor's Degree or equivalent work experience in Finance, Business or Internal Technology equivalent field.

Work Experience:

9-12 years - Demonstrated experience within Consumer Operations.

Skills and Abilities:

Intermediate to advanced problem solving skills to identify and independently resolves problems in a timely manner

Ability to gather and analyze information skillfully and thoroughly in order to develops documents and communicate solutions

Reacts positively and effectively with frequent change, delays or unexpected events

Must be receptive to new ideas and embrace changing responsibilities with a positive attitude

Extensive software application knowledge

Thorough knowledge of banking products and services

Able to respond promptly to customer needs with flexible approach or method to best fit the situation and technical skills of the end-user

Ability to respond positively to questions as well as soliciting and applying customer feedback

Effective oral and written communication skills to professionally resolve issues with internal and external customers and communicate technical information clearly based on the need of the end-user

Ability to adapt to fluctuations in workload

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. Occasional moving and lifting equipment and furniture is required to support onsite and offsite meeting setup and teardown. Physically capable of lifting to fifty pounds, able to bend, kneel, climb ladders.

Employer Rights: This job description does not list all 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 at any time for any reason.

Primary Location: Quincy, MA, 1 Enterprise Drive-Quincy-Corp

Other Locations: Massachusetts-Quincy

Organization: Santander Bank N.A.

Salary: $73,125 - $130,000/year

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