menedżer(ka) ds. zdalnej współpracy z klientem w kanałach digital at Santander

Poznań, Greater Poland Voivodeship, Poland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Banking, Financial ServicesIndustries

Requirements

Possess organizational, managerial, and leadership skills (organizing own and team's work, motivating and delegating, KPI analysis, building authority through knowledge and mutual respect)
Be determined in pursuing agreed goals and achieving results in changing realities
Characterized by dynamism and creativity in action
Interested in new technologies, trends, and solutions used in remote customer service channels
Excellent knowledge of customer service standards
Possess highly developed interpersonal skills

Responsibilities

Manage the work of the subordinate team providing timely and professional post-sales service in video/chat/phone channels
Develop digital channels by tailoring solutions and scope of service to customer expectations and organizational needs
Ensure the substantive knowledge of subordinate employees and own knowledge
Maintain high quality of service provided by advisors
Achieve sales results and develop sales competencies of subordinate employees
Manage the process of reviewing team performance results
Develop processes and collaborate with other teams within the Bureau
Motivate subordinate employees to achieve above-average business and quality results
Collaborate with other units in the Bank

Skills

Key technologies and capabilities for this role

Team ManagementKPI AnalysisCustomer ServiceDigital ChannelsVideo SupportChat SupportPhone SupportLeadershipMotivationDelegationOrganizational SkillsInterpersonal Skills

Questions & Answers

Common questions about this position

What employment contract and work arrangement are offered?

The position offers a full-time employment contract (first for 7 months) and hybrid work in the office in Poznań, ul. Kolorowa.

What benefits does Santander provide for this role?

Benefits include private medical care Medicover (with optional dental package), cafeteria system with points for activities like vacations or childcare subsidies, Multisport card, bank product offers, and employee loans.

What key skills and qualities are required for this manager position?

Required skills include organizational, managerial and leadership abilities (organizing work, motivating, KPI analysis), determination in achieving goals, dynamism, creativity, interest in new technologies in remote customer service channels, knowledge of customer service standards, and highly developed interpersonal skills.

What is the team structure for this role?

The role involves leading Zesp. Zdalnej Wsp. z Klientem Digital 2 under leader Monika Zowada, within a Contact Center of over 1300 people across 4 cities in Poland.

What makes a strong candidate for this position?

Strong candidates have leadership skills for managing a team in digital customer service (video/chat/phone), passion for high-quality financial sector service, interest in customer service technologies, and the ability to motivate teams to exceed business and quality results.

Santander

Provides banking, investment, and insurance services

About Santander

Santander Bank provides a variety of financial services to individuals, small businesses, and large corporations in the United States. Its offerings include savings and checking accounts, loans, credit cards, and investment products. The bank also has specialized services through Santander Investment Services and insurance products via Santander Securities LLC. Santander stands out from its competitors by focusing on community growth, committing $13.6 billion to support initiatives like the 'Cultivate Small Business' program, which aids early-stage entrepreneurs, especially from underrepresented groups. The bank generates revenue through interest on loans, service fees, and commissions, while promoting responsible banking practices and financial education. Santander's goal is to empower individuals and businesses, enhance community prosperity, and provide comprehensive financial solutions.

Boston, MassachusettsHeadquarters

1902Year Founded

$75MTotal Funding

POST_IPO_DEBTCompany Stage

Fintech, Financial ServicesIndustries

10,001+Employees

Benefits

Health, dental, & vision

401k

Flexible PTO

Parental & sick leave

Discounts: technology, travel, auto, fitness, & tuition

Risks

ISO 20022 transition may challenge smaller business partners.

'Quishing' attacks pose a growing threat to consumer security.

Openbank faces competition in the U.S. high-yield savings market.

Differentiation

Santander's Openbank offers a 5.00% APY high-yield savings account nationwide.

The bank's Inclusive Communities Plan pledges $13.6 billion for community initiatives.

Santander's ISO 20022 adoption enhances operational efficiency and data management.

Upsides

Openbank's high-yield savings account attracts more U.S. customers.

Santander's renewable energy financing highlights commitment to sustainable investments.

Proactive cybersecurity measures enhance customer trust and protect digital assets.

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