Head of Digital Channels Santander Portugal
2 meses atrás
Head of Digital Channels Santander Portugal
Country: Portugal
**Division/Soc**:Santander Portugal
**Area**:Digital Channels
**Location**:Lisboa
The Digital Channels area's mission is to develop a global strategy with the aim of make digital banking accessible to all private and corporate customers, in line with their expectations and the Bank's expectations and the Bank's objectives.
To fulfil its mission, the area has the following guiding principles:
- Defining and implementing a backlog of technological developments that ensure the continuous evolution and innovation of the Bank's digital offer, with a view to providing quality customer experience;
- Promote the internal use of channels, in line with the strategy defined for Private Customers;
- Parameterize the product catalogue in the respective BackOffice, reflecting the conditions previously defined by the Product areas in products contracted through digital channels;
- Operationalizing the uploading of documentation and contractual information provided by the Product areas, as well as the information required in the contractual processes, whenever required by these areas, and also when necessary as a result of any document review process hat may take place;
- Maintaining a close relationship with Customer Service Operations, sharing channel developments and providing specific technical training whenever necessary;
- Responding to requests from the Customer Care area with regard to the technical enquiry required to prepare formal replies to Customers;
- Managing user support, identifying incidents on the various channels and following them up until they are resolved;
- Managing the "App Stores", registering and addressing all comments, clarifying difficulties with the functionalities of the channels and referring Customers to User Support whenever necessary;
- Developing and ensuring the conditions that maximise the performance of the Squads within hearea, ensuring strategic alignment with the Bank's objectives;
- Ensure the Squads' continuous improvement in the promotion of Agile practices;
- Ensuring Communication and Quality of Service:
- Defining an internal and external communication strategy for the area's products (in conjunction with the Brand and Corporate Communication, Institutional Communication and Customer Management and Digital Performance areas), thus contributing to the fulfilment of the overall objectives of Customer migration to Digital Channels;
- Implementing digital engagement initiatives with the Commercial Area;
- Stimulating digital culture initiatives with the Squads;
- Managing and monitoring the implementation of action plans to improve the NPS of Digital Channels;
- Leading the dynamization and management of the digital knowledge base (e.g. shared information repository, tutorials and explanatory videos, etc.).
- Ensuring the production and dissemination of metrics related to the performance of the Digital Channels, by:
- Defining appropriate metrics for monitoring the impact and quality of the deliverables developed by the Squads;
- Building dashboards to monitor the Squads' KPIs;
- Preparing and disseminating analyses to boost growth in Digital Clients.
**Requirements**:
**Education, Training and Previous Experience**
- 10+ years of experience in large scale technology environments.
- Experience in the financial/banking/payments industry.
- Proven experience in providing a competitive strategy with timely priorities and in communicating the strategy convincingly to senior management.
- Proven expertise leading organization transformation and driving significant change particularly with respect to digital and data transformation.
- Degree in technology-related field such as science, math or engineering.
**Knowledge and Skills**
- Excellent written and verbal communication skills, interpersonal and collaborative skills, and the ability to communicate technical content to nontechnical audiences at various hierarchical levels, ranging from board members to specialists.
- Strategic leader and builder of both vision and bridges, and able to energize the appropriate teams in the organization.
- Ability to lead and motivate the Digital Channels team to achieve tactical and strategic goals.
- Excellent stakeholder management skills.
- Excellent analytical skills, the ability to manage multiple projects under strict timelines, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives.
- Project management skills: financial/budget management, scheduling, and resource management. A master of influencing decisions when achieving a desirable outcome is vital.
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**Personal Characteristics**
- High degree of initiative, dependability, and ability to work with little supervision while being resilient to change.
- High level of personal integrity, as well as the ability to professionally handle confidential matters and show an appropriate level of judgment and maturity.
- Has good ju
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