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Santander US Associate Director of Business Process Management Re-Engineering in Dorchester, Massachusetts

Associate Director of Business Process Management Re-Engineering

Req ID: 2104280 Date posted 09/14/2021

Associate Director, Business Process Re-Engineering - Project Manager is considered a subject matter expert providing guidance to the most complex issues on major projects.

  • S/he is responsible for developing a strategic direction of the relevant business area, and both define and manage the lifecycle from project initiation through to program closure.

  • This change manager will lead the change management activities within a structured process framework.

  • The incumbent engages stakeholders in the change effort and ensuring they are ready to adopt the coming changes, measuring and reporting change progress, assessing business readiness, and supporting change adoption.

  • Additionally, s/he will manage project aspects, including project planning, estimating, budgeting, resource allocation, financial management, and time management, and resolving risks,

  • issues and dependencies, and status to the required executive level through steering committees.

  • The incumbent secures, leads, motivates, and inspires the internal & external resources required to deliver the program, and is responsible for establishing the program governance (e.g. sponsors, approvers, stakeholders).

Responsibilities and Core Attributes

  • Acts as a change agent/coach to instill and sustain changes

  • Acts as an internal consultant to make professional recommendations for project implementation

  • Acts as a key escalation point for operational issues

  • Facilitates change management activities with cross-functional team members and stakeholders to understand and ensure adoption of the Enterprise Business Transformation

  • Assess change readiness and prepare a plan for helping stakeholders through change

  • Drive adoption and proficiency of changes within the organization in compliance with Change Management methodologies

  • A critical success factor will include monitoring the effectiveness of the change management process and make recommendations for improvement

  • Develops and implements contingency and recovery plans when deliverables are missed (i.e. identify critical path, document, plan for Return to Green, business continuity plan, etc.)

  • Develops presentations, dashboards, reports, and other team and executive-level project communications and documentation

  • Develops, communicates, and implements project risk mitigation plans and completes risk actions, issues, and decisions documentation to effectively monitor risk and enable accountability and responsibility

  • Documents and communicates project changes, project health, and project status to project team, business owner, and executive sponsor

  • Drives high-quality results

  • Drives/participates in the funding process, as appropriate (i.e. presentations, cost-benefit analysis, business case)

  • Engages people and develops them through teamwork and a high level of participation

  • Facilitates Project Team meetings and situational analysis regularly to ensure appropriate communication to all stakeholders

  • Identifies project duration, effort, sequence, and dependencies of tasks required to meet applicable project objectives

  • Leads and contributes to the development of project definition and scope with applicable stakeholders

  • Manages process and project management deliverables for all assigned projects from initiation through closure, including intake activities

  • Monitors and documents project milestones and outcomes throughout the project lifecycle to ensure adherence to established quality standards

  • Motivates functional process team working on projects within a matrix reporting structure

  • Serves as a dedicated resource working directly with leaders and staff to support process improvement

  • Supports complex initiatives affecting multiple functions or businesses

  • Tracks and reports accurate project plans and budgets in line with appropriate governance

  • Must be a leader who can influence stakeholders in written and oral communications

EDUCATION - Bachelor's Degree; in Business, Finance, or equivalent field, or equivalent work experience

WORK EXPERIENCE - 12-15 years;

LICENSE/CERTIFICATION - Lean, Agile, Six Sigma, or Business Process Management Certification


  • Ability to interact professionally with a diverse group, executives, managers, and subject matter experts

  • Ability to manage large, complex projects

  • Ability to plan and manage work under time constraints

  • Ability to see the big picture and work with a team to prioritize requests, ensuring delivery alignment without compromising goals

  • Adept in critical thinking and understanding of the business process, technology, systems, and tools

  • Demonstrated ability to influence, negotiate and communicate at all levels of the organization

  • Demonstrated experience in MS Access, Word, Excel, and SQL

  • Excellent analytical and complex problem-solving skills

  • Expert knowledge of project management principles and concepts

  • Extensive knowledge of CRM and ERP tools

  • Flexible, fast learner who thrives in a constantly changing work environment

  • Previous experience with business applications integration tools (such as Jitterbit)

  • Strong collaboration and communication skills (written/verbal)

  • Strong influencing skills to effectively drive efforts outside of our direct control, including strong communication and partnership skills

  • Strong organizational abilities including planning, program development, and task facilitation

PHYSICAL DEMANDS - Minimal physical effort such as sitting, standing, and walking.


  • Anticipates the impact of change and creates an environment where change can be initiated with minimal disruptions and negative impact

  • Helps people to understand how proposed changes will affect them and the organization

  • Designs, develops, and drives the adoption of risk management policies, processes, and procedures

  • Applies advanced skills in operational processes and uses them to improve work efficiency and quality

  • Improves relationships between key individuals to achieve seamless cross-team workflow and positively impact results

  • Uses informal networks to gain support for ideas and projects

  • Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost

  • Applies customer feedback toward improving and innovating services

  • Monitors adherence to policies, regulations, processes, and procedures within function and actively undertakes corrective action where necessary

  • Understands end-to-end processes across the organization and how processes are integrated

  • Has a practical knowledge of regulations impacting area supported

  • Persists in searching out the root causes of major problems rather than being satisfied with partial solutions or quick fixes

  • Brings new thinking, insights, or technology to problem resolution

  • Recognizes potential and multiple impacts of change, and acts as a coach to help people understand and prepare for change

  • Takes proactive action to maintain relationships that are impacted by the change

  • Reformulates the problem in different ways to evaluate it from different angles

  • Takes responsibility for and deals effectively with complex and sensitive customer issues and complaints

  • Anticipate customer needs and proactively makes recommendations

At Santander, we value and respect differences in our workforce and strive to increase the diversity of our teams. We actively encourage everyone to apply.

Primary Location: Dorchester, Massachusetts, United States

Other Locations: Massachusetts-Dorchester

Organization: Santander Bank, N.A.

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.

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