Santander Bank, NA Program Coordinator in Dorchester, Massachusetts

Program Coordinator - 1804582



As a member of Santander’s retail banking division you’ll help serve Santander’s retail and small business customers as part of one of the top banks in the United States based on deposits. With principal presence in the northeast U.S., Santander’s retail division offers consumer and lending products to help our customers reach their financial goals. Santander currently serves nearly 2 million retail customers and 5.2% of the 2.7 million small businesses in the US footprint have a transactional account with Santander Bank.

The Simple | Personal | Fair (SPF) Program Coordinator is a critical core member of the SPF Customer and Colleague Experience team at Santander. The colleague is fully responsible and accountable for performing EAR intake, categorization and responses to submitters on a daily basis. In addition, this colleague is responsible for the coordination and governance of all projects to identify and resolve gaps in the customer and colleague experience.


  • The colleague is responsible for partnering with the various business lines to obtain comments to submissions where information may not been known by the EAR team

  • Colleague must meet daily and weekly SLA’s, ensure business line contact list is updated regularly and canned response list is refined regularly

  • The colleague also functions as project manager and coordinates activities for the SPF team.

  • Responsible for establishing and management of all governance for the department including definition of milestones, task management, coordination of resources, and communication of deliverables and outcomes

  • Execute EAR process by performing intake and categorization of daily EAR submissions

  • Respond daily with known answers by building knowledge base

  • Partner with Business lines to obtain comments to submissions where information is not known by the EAR team

  • Meet daily and weekly SLA’s for response to submitters. Ensure business line contact list is up-to-date and ensure canned responses are refined regularly.

  • Responsible for establishment and management of all governance related to the Simple | Personal | Fair team, inclusive of monitoring all projects throughout various phases of life-cycle, providing status updates on all initiatives and communicating both with senior executive management.

  • Participates in discussions with SPF, Customer Experience and applicable teams to assess scope, impact and importance of initiatives.

  • Coordinates prioritization and assignment of issues to relevant lines of business

  • Under the guidance of management, functions as Project Management Office for broad and cross-functional projects as follows: Articulates scope of all projects, With SPF team, identifies and communicates deliverables and deadlines.Responsible for ensuring that all deadlines are met. Coordinates project activities across multiple lines of business



  • Bachelor’s or equivalent time in industry

  • 5+ years of experience in retail banking, project management, operations management or equivalent

  • Demonstrated ability to work effectively across business lines and all levels of management

  • Excellent oral and written communication skills and an ability to effectively interact with a variety of individuals internally and externally and at all levels

  • Strong project management skills, including definition of milestones, task management, coordination of resources, and communication of deliverables.

  • Experience and proficiency in preparing and delivering written and verbal presentations to senior and executive management preferred

  • Experience in writing business requirements, conducting user research, validating hypothesis, and turning ideas into implementation processes preferred

  • Proficient in Microsoft Office Suite

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

Job : Process Implementation
Primary Location : Massachusetts-Dorchester
Other Locations : Rhode Island-East Providence
Organization : Consumer & Business Banking (1001)
Schedule : Full-time
Job Posting : Jul 12, 2018, 4:00:00 AM