Overview Santander Asset Management is seeking a Head of Client Support for Institutional Business, based in Madrid. The role oversees and manages the client support function within the institutional segment, ensuring exceptional service delivery and operational excellence. The objective is to develop and execute strategies that enhance client satisfaction, retention, and growth.
Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all professionals are expected to take a proactive and responsible approach toward risk management. Santander is proud of being an organization with equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.
Responsibilities Lead and manage the institutional client support team, ensuring effective team performance, clear communication, and high-quality service delivery.
Act as the primary escalation point for complex client inquiries or issues, ensuring timely and effective resolution.
Develop and implement strategic initiatives to improve the overall client experience and enhance client satisfaction and retention.
Collaborate closely with Sales, Relationship Management, and Operations teams to ensure alignment on client expectations and service delivery.
Continuously monitor, evaluate, and report on client service metrics, implementing improvements based on insights and feedback.
Maintain an in-depth understanding of institutional client needs, market trends, and competitor service offerings.
Ensure compliance with regulatory requirements, internal policies, and procedures related to client servicing activities.
Lead or participate in key projects aimed at improving internal processes, technology platforms, and overall operational efficiency.
Experience & Qualifications Minimum of 10 years' experience in client support/service roles within Asset Management or Financial Services, with at least 5 years in a managerial position.
Demonstrated knowledge of institutional asset management, including understanding client segments (pension funds, insurance companies, corporates, etc.).
Strong leadership skills with the ability to motivate, develop, and manage high-performing teams.
Excellent communication, negotiation, and interpersonal skills.
Strategic thinker with proven problem-solving capabilities and attention to detail.
Proficient in relevant systems and technologies utilized within asset management client service operations.
Education Bachelor's degree in Business Administration, Finance, Economics or related field; MBA or advanced degree preferred.
Skills & Knowledge Fluency in English required; additional languages desirable.
For more information about Santander, follow us on https://es.linkedin.com/company/banco-santander
Location: Madrid, Community of Madrid, Spain
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