Tribe Technology Lead - SGT
Boadilla del Monte, Spain
WHAT YOU WILL BE DOINGSGT is looking for a TRIBE TECHNOLOGY LEAD, based in our BOADILLA DEL MONTE office.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITYSantander Global Technology (SGT) is the team of technology and operations at Santander.
We are convinced of the importance of technology that is aligned with the requirements of the business and that our work not only brings value to users, people, and communities but also fosters individual creativity.
Our team of over 2,000 people in 7 countries (Spain, Portugal, UK, USA, Mexico, Chile, and Brazil) develops and/or implements financial solutions across a broad spectrum of technologies (including Blockchain, Big Data, and Angular among others) on all kinds of on-premise and cloud-based platforms.
Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture, and disability.
Our mission is to contribute to help more people and businesses prosper.
RESPONSIBILITIESAs Tribe Technology Lead of the Customer Service Platform, you will:
Lead projects and activities, taking care of design and implementation of platforms and tools, such as:IVRs.Routing intelligence.Virtual Assistants (digital or voice format).Increase Santander's productivity and efficiency by offering profitable customer experiences in channels such as: Contact Centre, Remote Managers, and even Office Network.Work closely with other product groups, regional business and technology teams, customer service, legal, compliance, and engineering teams to understand customer expectations and design effective solutions to exceed them.Bridge the technical and business worlds by designing services that delight our users.Empower to take HR and organization decisions according to the area needs & strategy.Lead technology team, ensuring they are motivated, collaborating, and working well.Ensure needed technical resources and knowledge are available for the tribe.Work with Tribe Lead to develop business opportunities.Support Tribe Lead to plan for and deliver customer outcomes with high quality, drive high performance, and coordinate and manage technological strategies & interdependencies.Define the technological strategy and roadmap, ensuring that supports the business, customer & company overall strategy and goals, aligned with market trends (benchmarking & research) in alignment with Santander T&O strategy, directives, and guidelines.Work closely with stakeholders to communicate Global Product vision, strategy, and roadmaps that are aligned with Santander's strategies and initiatives.EXPERIENCE6+ years of total experience in Contact center, Channels or customer engagement environment, with deep technology knowledge; cloud-based enterprise platforms experience is a plus.Proven experience balancing multiple priorities and dealing with ambiguity.Proven ability to quickly earn the trust of sponsors and key stakeholders; mobilize and motivate teams; set direction and approach; resolve conflict; deliver tough messages with grace; execute with limited information and ambiguity.Proven foundational knowledge of standard project management best practices are a must; experience in scrum and/or Kanban processes and protocols are a plus.EDUCATIONBachelor's Degree/Master's Degree.SKILLS & KNOWLEDGEA passion for delighting customers and the desire to have full ownership of the technological product strategy.Ability to effectively communicate business requirements.Demonstrated ability to achieve stretch goals in a fast-paced environment.Excellent problem-solving, organizational, and analytical skills.Excellent interpersonal and communication (written & verbal) skills.Experience in successfully, respectfully, and logically negotiating with stakeholders.Ability to balance competing demands for project scope, time, cost, risk, and quality; combined with the ability to manage several projects concurrently with a sense for organizational priority.Get things done attitude; self-motivated, with the ability to "roll-up sleeves" and prioritize.OTHER INFORMATIONFluency in English and Spanish required.Experience working in a global banking or financial services environment is an advantage.Leadership.Financial knowledge.Market trends knowledge.
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