As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.
The Associate, Commercial Card Implementation Manager, is responsible for implementing and managing a smooth and efficient process to handle all aspects of onboarding a client so that they are ready to do business with Santander commercial card products. This involves liaising with clients and several origination teams including Sales, Relationship Management, Legal, Compliance, Credit, KYC, Operations, etc. to ensure that time to market is minimized and that transparency can be provided around the process.
Responsibilities
Manages all aspects of the client onboarding process and project life cycle, the assembly of an implementation team (for internal & external resources i.e., client and vendor side), serving as the single point of contact to client and the bank origination teams, coordinating all documentation relevant to the onboarding process, assisting with the back-office setup, client testing and training
Develops detailed project plans and schedules client implementation projects, including goals, risks and resource allocation
Maintains regular contact with clients and coordinates and reports on project progress and accomplishments
Identifies opportunities to centralize and optimize the implementation processes to improve client satisfaction and the overall group performance
Works with all required internal partners including Product, Sales, Operations, Fraud, and Information Technology to effectively plan and execute the project
Provides product training to clients
Manages and resolves risks, issues and dependencies
Acts as a subject matter expert (SME) while providing leadership, guidance, and mentorship to other team members
Qualifications
Bachelor's Degree or equivalent work experience.
5-9 years - Experience in financial services preferably in a client facing operations role.
Ability to learn technical concepts quickly and explain those concepts in an easy to understand manner.
Demonstrated ability to resolve issues and maintain strong client relationships.
Excellent time management and a strong sense of urgency.
Extreme attention to detail and meticulously organized.
Orientation toward analytics and process improvement opportunities.
Proactive and energetic attitude with the desire to be a key player on a results-oriented team in a fun, fast-paced work environment.
Proven project management experience with success in managing deadlines, customers, and schedules.
success managing clients on a Client Success or Implementation team within a SaaS company.
Strong written and verbal communication skills.
Very tech savvy Experience in technical implementation, JavaScript/CSS/HTML.
May frequently require minimal physical effort such as sitting, standing, and walking.
Assesses problem situations and initiates effective interventions that result in customer satisfaction.
Takes time to develop and maintain relationships with customers.
Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change.
Provides assistance and coaches less experienced team members.
Displays initiative, flexibility and focus to get things done Actively contributes ideas, suggestions, and constructive comments in meetings and discussions.
Establishes rapport with all parties in an attempt to diffuse tension Confronts the issue, not the person.
Identifies the component parts of a complex situation or problem and the relationship among variables that are not obvious.
Probes in-depth to understand the customer's business needs Explores and understands the customer's alternatives and decision criteria.
At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply
Job
:Business Operations
Primary Location
:Rhode Island-East Providence-95 Amaral Street - 06359 - Santander Way
Other Locations
:Massachusetts-Dorchester-2 Morrissey Boulevard - 00750 - Model Office - Branch
Salary.com Estimation for Associate, Commercial Card Implementation Manager - IC5 in East Providence, RI
$141,589 to $194,905
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