I_SDS Malága_Service Management Specialist (CRM)Location: MálagaPosition Title: Service Management Specialist MálagaDivision/Soc: IT /SCIB ITArea: Service & Delivery ManagementWHY YOU SHOULD CONSIDER THIS OPPORTUNITYAt Santander CIB (www.santandercib.com), we are key players in the transformation of the financial sector. Do you want to join us?Santander Corporate & Investment Banking (Santander CIB) is Santander's global division that supports some of the world's most complex and sophisticated corporate and institutional clients, offering customized services and value-added wholesale products to best meet their needs.We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.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 DOINGAs CRM, you will build and maintain good relationships with the SCIB countries that we provide service to. You will invest time to know the countries, understand their requirements, and communicate those needs to the SCIB production team and domains. You will provide prompt updates on ongoing incidents and problems the countries are having. You will act as the single point of contact between countries and SCIB Productions teams.We need someone like you to help us in different fronts:Act as a liaison between countries and SCIB Production TeamResolve and attend to countries' requirements quickly and efficiently.Keep countries updated on ongoing incident and problem status.Understand your customer needs.Define improvements to meet specific customer needs.Identify areas to improve by analyzing CSAT, NPS Score.Run the country Service Review meetings.EXPERIENCEExperience in preparing service review meetings and presenting the key indicators.Experience in tracking customer satisfaction and identifying actions to maintain it at the expected level.Experience defining CSAT and NPS Score.EDUCATIONBachelor's Degree in Computer Science, Information Systems, IT Engineering, or similar. Master's degree in finance, Business, or Computer Science is an advantage.SKILLS & KNOWLEDGEBusiness-mindedExcellent interpersonal and communication skillsA great team playerPassionate about customer satisfactionAble to deal with complexity and uncertaintyAble to adapt & embrace changeGood level of English; knowledge of Spanish is an advantageJOB-SPECIFIC COMPETENCIESHands-on experience implementing a CRM framework across SCIB.Define and implement a CSAT and NPS framework.Build a strong relationship with customers and CIB IT teams to ensure excellent communication flow among the parties.If you want to know more about us, follow us on:https://www.linkedin.com/company/santander-corporate-investment-banking/https://es.linkedin.com/company/banco-santanderhttps://www.betechwithsantander.com/en/home
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