Customer & Driver Services Process Specialist - SCF HQCountry: SpainLocation: Boadilla del MonteWHY YOU SHOULD CONSIDER THIS OPPORTUNITYAt Santander (www.Santander.com), we are key players in the transformation of the financial sector. Do you want to join us? Santander Consumer Finance focuses on business development related to consumer finance products, consumer services, sales channels, and commercial agreements with dealers, vehicle manufacturers, or retail distribution establishments, as well as commercial functions associated with direct sales (branches, call centers, or digital channels) and indirect sales (through third parties) of consumer finance products and services.On top of it, Santander Consumer is developing a larger range of services to customers around the new mobility concept starting by establishing a competitive pan-European Leasing model and growing to other customer services like short-term rental, ride-hailing, electrification, etc. 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.WHAT YOU WILL BE DOINGUnder the scope of the Leasing Business Unit within Santander Consumer Finance, we're looking for a Process Specialist focused on Customer & Driver Services leading the design and implementation of the technological developments to assure top-class service delivery. Focusing on the different customer and driver profiles and needs such as service booking, requests related to contract conditions, pick and delivery, booking, fuel, etc.The ideal candidate should be obsessed with delivering excellent and efficient services and tangible benefits to our clients with high doses of creativity, in all types of channels, but especially on digital ones. Knowledge of the operational lease market is a plus.We need someone like you to help us in different fronts, in cooperation with our IT engineering teams and the rest of your future HQ colleagues:To define the E2E procedures, coordinating cross-functionally all steps of the customer journey.To translate business requirements into functional and technical requirements for the development of our own in-house IT solution or/and interfaces with third-party providers.To maximize the cost efficiency and build highly productive processes, demonstrating continuous effort to improve the service, increasing customer and country teams' satisfaction.To coordinate with other HQ colleagues the introduction of customer & driver services in the different stages of the operational lease E2E customer journey.To work with Business users to understand the business goals, proposing solutions to improve processes and tools.To assure correct process adoption in a multicultural environment, managing training activities needed.To monitor all projects & services and report on their progress.
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