Global Head of Client Service

Global Head of Client Service

Boadilla del Monte, Spain

**WHAT YOU WILL BE DOING**

**WHY YOU SHOULD CONSIDER THIS OPPORTUNITY**

**Santander Corporate & Investment Banking (SCIB) **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 of 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 a **Global Head of Client Service **, you will be involved hierarchical responsibility over the central Client Services Team and SCIB US as well as functional responsibility over the rest of Santander’s Client Services Teams (in Spain, Continental Europe, UK, Asia, Mexico and Chile) **.**

Client Services is the Global organization responsible for the end to end client value chain, offering internal and external stakeholders a single point of contact, providing an industry-leading client experience, enabling business growth and maintaining Regulatory Protection across the CIB global network.

We need someone like you to help us in different fronts:

- Become a trusted partner with our front office and clients through exceptional client service
- Provide a single point of contact for all client touchpoints, issue resolution and escalations
- Be a multi-channel organization, across client segments and product/business functions
- Client Services Model design: Creates a TOM for Client Services group-wide. Sets-up principles and KPIs to measure performance. Continuous improvement taking into consideration feedback from Front Office and clients. KPIs to include satisfaction surveys by clients and Front Office.
- Selection of IT tools: Looks for the optimal IT architecture design, in conjunction with RAC’s CIO to have efficient internal workflows and client-friendly outreach tools. Overseas implementation to ensure optimal use by client service users and clients.
- Management of Client Services talent: involvement either hierarchically or functionally into hiring/firing decisions as well as evaluation and bonus process of the team worldwide.
- Continuous Monitoring: Organizes a governance to keep a continuous monitoring over client services performance in each location, proposing specific corrective measures when needed.
- Escalation: escalates to global front office stakeholders and global COO any relevant issues and KPIs on a regular basis.

EXPERIENCE
- 15+ years Client Lifecycle Management role.

EDUCATION
- Bachelor's Degree or equivalent work experience.

SKILLS & KNOWLEDGE
- Comprehensive financial crime and regulatory knowledge in key risks facing financial services companies.
- Commercial attitude when dealing with clients (internal and external) whilst keeping the level of regulatory protection high. Previous front office experience would be an asset.
- Demonstrated people leadership skills to listen, understand, influence, and coach multicultural staff located around the world
- Sound understanding of the tools and methodologies used to organize internal workflows and client outreach.
- Strong interpersonal and influencing skills across all levels of the Company as demonstrated by proven ability to generate strong working relationships with senior front office colleagues.
- Excellent written and oral communication skills, with experience communicating to all levels within the Company.
- Broad understanding and knowledge of industry best practice and regulatory expectations for client lifecycle management.

OTHER INFORMATION
- Travel (50%).