Santander Bank

Contact Center Service and Resource Management manager – Banking Operations (Zinia)

Country: Spain

Contact Center Service and Resource Management manager – Banking Operations (Zinia)

Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.

This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

We are seeking an experienced professional to lead and manage the daily operations of Lending products. The candidate will be responsible for ensuring operational efficiency and quality, while strengthening relationships with key merchants to deliver an exceptional customer service model.

Mission and responsibilities:

As a CC Service & Resource management manager, you will be in charge of contact center & operations demand management, supporting kick off, ramp-up and running activity of different contact center services for financial services. To ensure consistent delivery in contact centers based on a multiregional outsourcing model and to manage external BPO service providers to produce efficiency while ensuring quality standards the main targets of the role. You will manage the continuous improvement of all contact center activities to ensure best customer experience delivery and maximize efficiency.

The main tasks of this position will be the following:

• Manage direct relationship with B2B Clients regarding customer service SLAs, continuous improvement plans and running operations performance.
• Manage direct relationship with BPO partners across all geographies, designing and executing a multilingual hubs outsourcing strategy to ensure efficiency.
• Coordinate Forecast of activity, with WFM team support, and calculate, control and improve efficiency in customer service budget implementing blending and offshoring strategies.
• Ensure SLAs and KPIs of the Contact center running operations.
• Design and execute all activities related to setup of new lines of business/markets customer service implementation, including RFPs, contractual relationships and pricing models

To be successful in the role you must have

• +7 years of experience managing operations in a contact center environment.
• +2 years of experience and solid understanding of financial services.
• Fluent English and Spanish written and oral is a must (80% of the workload English)
• German and other languages will be an advantage.
• Solid understanding of Contact Center coordination and organization.
• Ownership and accountability to identify solutions and follow up end-to-end the implementation throughout the Organization.
• Customer service orientation and experience in process improvement and operations transformation.
• COPC and PCI knowledge will be an advantage.
• Knowledge on Contact Center technical tools, CRM and process design tools will be and advantage.
• Availability to travel 20% time (Europe).

What do we offer?

• Immediate incorporation to a dynamic and agile company with a growth and expansion project.
• Working in start-up mode with the support of Grupo Santander.
• Competitive remuneration and attractive benefits package.
• Possibility of growth within the company and the Group.
• Collaboration in international projects and possibility of contact with different countries.
• Excellent work environment, social clubs and frequent events (now virtual).

Would you like to grow with us? Join our team!

Openbank is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

If you´re not currently living in Madrid or Valencia and you are open to relocate yourself, we would still love to consider your application