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 relationship with the SCIB countries that we provide service to. You will invest time to know the countries, to understand their requirement and you will communicate those needs to the SCIB production team and domains. You will provide promptly update 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 a liaison between countries and SCIB Production Team
• Resolve and attend countries requirements quickly and efficiently.
• Keep countries updated on ongoing incident and problems status.
• Understand your customer needs
• Define improvements to meet specific customer needs.
• Identify areas to improve, by analyzing CSAT, NPS Score.
• Running the country Service Review meetings.

EXPERIENCE
Experience in preparing service review meetings and present the key indicators.
Experience in tracking the customer satisfaction and identify actions to ensure is maintaining at the expected level.
Experience defining CSAT and NPS Score.

EDUCATION

Bachelor’s Degree in Computer Science, Information System, IT Engineering or similar. Master’s degree in finance, Business or Computer Science is an advantage

SKILLS & KNOWLEDGE

• Business minded
• Excellent interpersonal and communicational skills
• A great team player
• Be passionate on customer satisfaction.
• Be able to deal with complexity and uncertainty
• Be able to adapt & embrace change.
• Have a 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.
• Built a strong relation with customers and CIB IT teams, to ensure an 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-santander

https://www.betechwithsantander.com/en/home