Customer & Driver Services Process Specialist - SCF HQCountry: Spain Santander Consumer Finance HQ is looking for a Customer & Driver Services Process Specialist , based in our Boadilla del Monte office. WHY YOU SHOULD CONSIDER THIS OPPORTUNITY At 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 business prosper.WHAT YOU WILL BE DOING Under the scope of the Leasing Business Unit within Santander Consumer Finance, we're looking for a Process Specialist focus 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,…The ideal candidate should be obsessing to deliver excellent and efficient services and tangible benefits to our clients with high doses of creativity, in all types of channels, but specially on digital ones. Knowledge of 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 customers 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 whit 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. EXPERIENCE REQUIERED:Proven experience of 5 years working in the customer services with and end to end vision on operational lease business and servicing. Skilled to define digital processes and work with IT engineering teams. Project management experience, preferable creating services from scratch. Proven track record of success designing, implementing, and managing services (knowledge in agile methodology will be valued).Medium/High degree High level of SWR English ,other language valuable Experience on the automotive sector, is a plus SKILLS & KNOWLEDGENegotiation and communications skills capable of building relationships with multi-cultural stakeholders. Team player, enthusiastic and service oriented. With strong target orientation. Creative with appetite for innovation and research finding market best practices. Hands-on mentality and proactive attitude towards change. Capable and willing to work in a high-growth environment, where definitions are made from scratch. Project management and process definition skills. Organized and Time management skills are required. OTHER INFORMATIONBased in Madrid, available to travel punctually to European countries. If you want to know more about us, follow us onhttps://es.linkedin.com/company/banco-santanderPromote business growth by product (e.g. cards, loans, insurance, etc.), segments (e.g. retail, business, etc.) or channels (contact center, specialized branches, etc.) at a competent level. Idiomas Spanish
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