Global Fraud Services Manager Boadilla del Monte, Spain WHAT YOU WILL BE DOING The mission of the Santander Group's Technology and Operations Division is to contribute to the Group's strategy by making possible the operations of Santander's different businesses, by contributing to optimization, growth and value creation; in addition to reducing risk and improving efficiency.
Therefore, we help Santander to become the best open platform for financial services.
As part of this Division, Cybersecurity is one of the Santander Group's main priorities and a crucial element to make Santander a cyber resilient organization that can withstand, detect and rapidly react to cyberattacks, while constantly evolving and improving our defences.
The protection of systems, information and customers is a priority for the Group and a crucial component of Santander's purpose of "helping people and companies to prosper" and our goal of "offering excellent digital services for our customers".
If you share our passion for technology and are up for the challenge, come join us!
As the Global Fraud Services Manager , you will be responsible for delivering and supervising the fraud services provided to the entities through overwatch and lynx by managing service level agreements (SLAs) and ensuring these fraud services meet the entity's needs, ensuring a high level of response time and proper problem resolutions, and anticipating service associate needs using proper leadership techniques and proven problem-solving methods.
We need someone like you to help us in different fronts: Lead the service delivery by providing robust operational performance and driving operational excellence supporting continual improvements through change in line with client expectations and market best practices and working collaboratively with stakeholders across the Group and 3rd party suppliers to develop projects, from evolution through to implementation.
Be the interface with the entities and our 3rd party service providers, driving delivery of service and managing risks, building on relationships with all parties to ensure operational performance in line with contractual commitments.
Oversight the quality of the service provided between the fraud areas, creating indicators for monitoring these services.
The role reports to the Global Head of Fraud.
EXPERIENCE Excellent communication skills in English written and spoken.
A proven track record in service and operation management to ensure quality and efficiency of day-to-day operations and achievement of business objectives and project deadlines.
Large multinational organization experience in running innovative security monitoring, set and maintain controls/KPIs to ensure services meet contractual commitments/SLAs, validate SLA reports, ensure proper visibility on the SLA reporting to interested parties and escalate deviations.
Service Level Agreement (SLA) knowledge to guarantee professional support parameters.
Experience in IT and business consulting including relationship management, high customer satisfaction achievement and project portfolio management.
Understanding of cyber technical solutions landscape and processes.
Experienced in developing and managing high performing teams through growing people, nurturing trust in the group and establishing a shared sense of purpose.
Electronic fraud prevention knowledge (scoring systems, antimalware tools and client biometrics, overwatch services and validation of fraud rules).
EDUCATION University degree in Computer Engineering, Information Systems, Business, Administration or related field or relevant experience.
LEADERSHIP & MANAGEMENT BEHAVIORAL COMPETENCIES Customer service-orientated and a high focus on customer satisfaction.
Strong creative thinking and problem-solving with innovative mind-set to ensure a clear focus on the forward agenda.
Business analysis at both strategic and operational levels.
Coordination and effective delegation.
Risk analysis and management.
Strong prioritization & time management skills.
Excellent and clear communication skills in both online in written interactions, and face-to-face customer service interactions.
Business relationship management at high pressure situations.
Ability to work effectively across cultures and geographies.
OTHER INFORMATION Our team members come from very different types of companies, including banks, tech companies, trade companies, start-ups, and consulting firms.
We believe in the power of diversity in backgrounds, nationality, gender, and more.
Would you like to grow with us?
Join our team!
#J-18808-Ljbffr
