Product Head Customer Interactions Retail and CommercialCountry:Job purposeThe IT Lead will manage the IT function end-to-end (incl. local implementation of projects and BAU operation of IT systems), and ensure collaboration with global IT.Will liaise with the Head of Comms & Marketingensuring the alignment of IT with the Business defining the IT Value Proposition for this Segment, and will seek within the T&O Organization the best components and practicesin order to define and build a Best-in class Customer Interaction Platform.Duties and responsibilitiesIndividual accountabilities:IT budget and IT assets managementManage IT budget and IT assets (incl. acquisition and disposal of assets); work together with Group to develop the Global IT Budget (including Subsidiary allocations for approved global projects).Delivery and implementation of the Customer Interactions systems plan Develop, secure approval for, and ensure the delivery and implementation of the Subsidiary systems plan (incl. projects for systems and technology infrastructures, as well as all projects impacting IT) as per agreed scope, cost and timelines; also ensure appropriatefinancial oversight, tracking and benefits realization for approved projects.Service level, technological and operational risk management Manage and maintain Subsidiary IT systems and technology infrastructures to ensure integrity, availability, quality and cost-efficiency (incl. operational transaction services and support service for customers and shareholders); manage technological and operational risk, ensure compliance with Audit / Risk requirements.KPI reportingEnsure agreed KPI reporting for local governance and for Group (T&O Dashboard), enabling the Group to carry out its oversight responsibilities.IT evolutionIdentify, assess and prioritize removal of IT challenges for business on an ongoing basis and evolve the Subsidiary IT landscape towards best practice (consistent with approved global / local IT frameworks, standards and policies).Development of technical expertise in key IT areas Contribute to the development of technical expertise in key IT areas across Santander, through approved Global Centers of Excellence; develop local team capabilities; collaborate with other Subsidiaries and Group, promote sharing and reuse through Local / Global Design Authorities and collaboration forums on different topics.IT resourcing strategy Develop and implement the Subsidiary IT resourcing strategy and ensure sufficient IT capacity to deliver Systems Plan; oversee vendor relationships (incl. SLA management) for approved global / local vendors and shared services.IT StrategyActively contribute to the development of the Global IT strategy and strategic plan; contribute to define the Subsidiary IT strategy and strategic plans (incl. local adaptations to global architecture frameworks, policies, global components and services) ensuring Business proximity; ensure alignment with approved Global IT Strategy.Experience and QualificationsSuccessful candidate will be a recognized leader with a track record in setting up and leading best in class IT strategic planning and execution for large, complex, highly demanding environments in the private or public sector.Required experience and expertise include:In depth knowledge of computer systems characteristics, features, and integration capabilities.Substantial exposure to data processing, enterprise software applications, and outsourced systemsIn depth knowledge of Marketing Tech, CRM and DataExcellent expertise in delivering key messages to senior audiences that drive engagement and buy-in.Excellent expertise in managing a diverse set of stakeholders and requirements including regulatory supervision.Exceptional service orientationStrong leadership skills to develop and lead a high performing team of experts, through growing people, nurturing trust in the group and establishing a shared sense of purpose.Ability to inspire engagement in people through leading by example and cultivating a culture of transparency and staff influence.Ability to work under-pressure.Capable of producing high quality output with a strong focus on attention to detail.Ability to understand the business context and technology manage uncertainty and applyStrong communication skills, both written and verbal, to communicate effectively across a wide range of stakeholders. Proven ability to explain key issues in clearly to a wide range of stakeholders.Strong negotiating, conflict resolution, influencing and stakeholder management skills to ensure effective change management.Strong problem solving and innovative mind-set to ensure a clear focus on the forward agenda.Desirable qualifications include:Technical degree such in computer science, engineering or similar.5 to 10 years C-level experience.Experience in the financial/banking industry.SummaryLocation:Type:
