Sr. Director, Small Business & Consumer Operations

Your Journey Starts Here:

Santander is a global leader and innovator in the financial services industry. We believe that our employees are our greatest asset. Our focus is on fostering an enriching journey that empowers you to explore diverse career opportunities while nurturing your personal growth. We are committed to creating an environment where continuous learning and development are prioritized, enabling you to thrive both professionally and personally. Here, you will find ample opportunities to connect and collaborate with talented colleagues from around the world, sharing insights and driving innovation together. Join us at Santander, where you are supported by a culture of engagement and a commitment to your success.

An exciting journey awaits, if you are interested in exploring the possibilities We Want to Talk to You!

The Difference You Make:

Head of Shared Services, the Sr. Director, Small Business & Consumer Operations is a strategist, understanding the overarching vision for the Company's consumer operations activity and determining the best way to execute on the organization's goals by using their extensive experience, creativity and judgment. The Sr. Director understands and utilizes industry best practices. They are also a master of detail with the ability to evaluate practices and procedures to ensure quality outcomes and a seamless customer experience. 

• Develops strategic plans, set goals, and budgets that aligns with the Company's mission, values, business model, and Customer Centric Guiding Principles.

• Acts as the Chief of Staff for Central Banking Operations. 

• Responsible for the supporting the Central Banking Operations teams through Audits, Regulatory exams and RCSA.

• Supports of incidents and tracking of remediation actions, management of KPI and KRI enhancements and reporting. 

• Provides governance oversight for transaction and block codes. 

• Support and development of vendor relationships and mailroom support.

• Oversees the implementation of strategic plans and initiatives, ensure the progress of divisional and departmental goals of Financial, Customer Centricity, Operational Process and Controls, Risk Management, and Human Capital.

• Assesses risks in all servicing processes, review control effectiveness and improve processes for better customer experience as well as stronger risk management.

• Identifies structural gaps in HR, policies and procedures, processes, and technology applications, lead and guide to business unit managers in finding root causes and solutions.

• Prevents operational losses by developing risk oversight strategy and providing guidance to line managers for effective controls to reduce financial, operational, compliance and legal risks.

• Performs periodic man-power and staff adequacy analysis to ensure all level of staff’s technical adequacy and ability to support the Bank’s growth. Develop job descriptions and hire the appropriate level of staff to provide effective and efficient loan services to internal and external customers.

• Develops succession plans, identify successors for own and direct reports and provide training for the successor for their growth.

What You Bring:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelor's Degree or equivalent work experience: Finance, Accounting, Business Administration, Mathematics or Economics or equivalent field. - Required.
Master's Degree Finance, Accounting, Business Administration, Mathematics or Economics or equivalent field. - Preferred.
12+ Years Relevant experience in banking and or commercial & consumer loan operations. - Required.
9+ Years Leading a large cross functional team. - Required.

• Demonstrates a deep and contemporary knowledge of organizational/bank operations and business process management.

• Advanced problem solving skills to identify and independently resolves problems in a timely manner.

• Ability to gather and analyze information skillfully and thoroughly in order to develops documents and communicate solutions.

• Reacts positively and effectively with frequent change, delays or unexpected events.

• Must be receptive to new ideas and embrace changing responsibilities with a positive attitude.

• Extensive software application knowledge related to loan features and functionality including but not limited to application, onboarding, underwriting, processing, workflow, etc.

• Advanced knowledge of banking products and services.

• Able to respond promptly to customer needs with flexible approach or method to best fit the situation and technical skills of the end-user.

• Ability to respond positively to questions as well as soliciting and applying customer feedback.

• Excellent oral and written communication skills to professionally resolve issues with internal and external customers and communicate technical information clearly based on the need of the end-user.

• Ability to adapt to fluctuations in workload.

• Ability to read and interpret written technical information.

• Possess technical communication skills in order to provide and prepare training and tutorial information in an effective format for all technical skill levels of internal and external customers.

• Ability to work effectively in a team environment.

Certifications:
No Certifications listed for this job.
It Would Be Nice For You To Have:
Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.

What Else You Need To Know:

The base pay range for this position is posted below and represents the annualized salary range. For hourly positions (non-exempt), the annual range is based on a 40-hour work week. The exact compensation may vary based on skills, experience, training, licensure and certifications and location.

Benefits:

Santander Benefits - 2025 Santander OnGoing/NH eGuide (foleon.com)

Risk Culture:

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.

EEO Statement:

At Santander, we value and respect differences in our workforce. We actively encourage everyone to apply. Santander is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetics, disability, age, veteran status or any other characteristic protected by law.
Working Conditions:

Frequent minimal physical effort such as sitting, standing and walking is required for this role. Depending on location, occasional moving and lifting light equipment and/or furniture may be required.
Employer Rights:

This job description does not list all of the job duties of the job. You may be asked by your supervisors or managers to perform other duties. You may be evaluated in part based upon your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not a contract for employment and either you or the employer may terminate your employment at any time for any reason.

What To Do Next:

If this sounds like a role you are interested in, then please apply.

We are committed to providing an inclusive and accessible application process for all candidates. If you require any assistance or accommodation due to a disability or any other reason, please contact us at [email protected] to discuss your needs.