Customers & Drivers Care Manager SCF HQ
Country: Spain
Santander Consumer Finance HQ **is looking for an **Operational Lease Customers & Drivers Care Manager, **based in our **Boadilla del Monte **office.**
**WHY YOU SHOULD CONSIDER THIS OPPORTUNITY**
**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.
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**
We need someone like you to help us in different fronts, in cooperation with the markets in the scope:
- To Define the Target Operational Model, policies, and procedures applicable for all the activities related to Customers & Drivers Care to what Operational Lease businesses should converge in all the targeted geographies.
- To drive accountability for successful implementation of the TOM, supporting local teams to identify and eliminate threats.
- To act as a Business Product Owner defining the processes and requirements for the software needed to support our business activities.
- To act as a leader in the construction and nurturing of the international Customer & Drivers Care communities, leading to first class customer service teams.
- To define and implement the Customer Experience program, assuring that client and drivers are set at the core of the business. Driving a culture of continuous improvement leading to NPS market reference levels.
- To define the activity metrics and monitor KPIs, benchmark, and act as a catalyst for the sharing and implementation of best practices resulting from specific initiatives within the international community.
- Build, lead and develop the Customer and Driver Care team at headquarters.
- To demonstrate continuous effort to improve the operations to increase drivers, customers, partners and employee’s satisfaction, maximizing cost efficiency and building highly productive processes.
EXPERIENCE
- Ten years or more of proven experience designing and managing service contact centers end-to end, including first
- and second-line activities.
- Demonstrated experience on the design and implementation of customer care processes and IT solutions with a focus on selfcare and hybrid journeys delivering excellent and efficient customer experiences. CRM, CX and omnichannel solutions knowledge.
- Strong Analytical skills and proven experience of contact center and CX metrics. Experience with workforce planning and forecasting.
- Proven track record of success implementing and managing CX programs.
- Demonstrated experience improving performance among Customer Care teams and processes.
- Experience in leading and inspiring high performance Customer Service Teams.
- Experience managing mixed centers (internal and external resources) and/or multi-country teams is a plus.
EDUCATION
- Medium/High degree, preferable in Economics/Business or Engineering
- CX and/or Project management training is desirable.
- Fluent in Spanish and English.
SKILLS & KNOWLEDGE
- Hands-on mentality and proactive attitude towards change. Capable and willing to work in a high-growth environment, where definitions are made from scratch, switching from project mode to business management mode.
- Excellent communication and interpersonal abilities, to build relationships with multi-cultural stakeholders.
- Leadership skills. Enjoying working, motivating, and managing teams.
- Team player, enthusiastic, accurate and service oriented. With strong target orientation and curiosity for innovation.
- Good organizational, time management, problem solving and decision-making skills.
- Committed to deliver excellent customer experience and knowledgeable on the levers to deliver it.
OTHER INFORMATION
- Based in Madrid, available for international travel punctually.