I_SDS Malága_Service Management Specialist (CRM) Country: Spain Position Title: Service Management Specialist Málaga Division/Soc: IT /SCIB IT Area: Service & Delivery Management Location: Málaga SCIB IT is looking for a Service Management Specialist based in our Málaga office.
WHY YOU SHOULD CONSIDER THIS OPPORTUNITY At 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 business prosper.
WHAT YOU WILL BE DOING As 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 the 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 Team Resolve 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 and NPS Score.
Run the country Service Review meetings.
EXPERIENCE Experience in preparing service review meetings and presenting the key indicators.
Experience in tracking customer satisfaction and identifying actions to ensure it is maintained at the expected level.
Experience defining CSAT and NPS Score.
EDUCATION Bachelor's Degree in Computer Science, Information Systems, IT Engineering, or similar.
A Master's degree in finance, business, or computer science is an advantage.
SKILLS & KNOWLEDGE Business-minded Excellent interpersonal and communication skills A great team player Passionate about customer satisfaction.
Able to deal with complexity and uncertainty Able to adapt & embrace change.
Good level of English Fluent in English.
Knowledge of Spanish is an advantage JOB-SPECIFIC COMPETENCIES The candidate is expected to have hands-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.
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