Head of Client Support for Institutional Business

Country: Spain

SAM is looking for a Head of Client Support for Institutional Business, based in our Madrid office.

WHY YOU SHOULD CONSIDER THIS OPPORTUNITY

At Santander (www.santander.com) we are key players in the transformation of the financial sector. Do you want to join us?

Santander Asset Management is a global structure with strong local roots in Europe and Latin America. With presence in 11 countries, we have assets of more than €175 billion* working for institutional clients, individual clients, and intermediaries such as Santander banks in all geographies. Our knowledge in Latin America makes us real experts on the region, allowing us to provide you with unique opportunities to invest. Our philosophy is to manage our investments to capture maximum upside but also downside protection. We offer a comprehensive range of investment solutions, from investment funds to illiquid assets, to provide right answers to your needs.

Our mission is to contribute to help more people and businesses prosper. We embrace a strong risk culture and all our professionals at all levels are expected to take a proactive and responsible approach toward risk management.

Santander is proud of being an organization where there are equal opportunities regardless of age, gender, disability, civil status, race, religion or sexual orientation.

WHAT YOU WILL BE DOING

As a Head of Client Support for Institutional, you will oversee and manage the client support function within the institutional segment, ensuring exceptional service delivery and operational excellence. This role will be responsible for developing and executing strategies aimed at enhancing client satisfaction, retention, and growth.

Description.

We need someone like you to help us in different fronts:

• Lead and manage the institutional client support team, ensuring effective team performance, clear communication, and high-quality service delivery.
• Act as the primary escalation point for complex client inquiries or issues, ensuring timely and effective resolution.
• Develop and implement strategic initiatives to improve the overall client experience and enhance client satisfaction and retention.
• Collaborate closely with Sales, Relationship Management, and Operations teams to ensure alignment on client expectations and service delivery.
• Continuously monitor, evaluate, and report on client service metrics, implementing improvements based on insights and feedback.
• Maintain an in-depth understanding of institutional client needs, market trends, and competitor service offerings.
• Ensure compliance with regulatory requirements, internal policies, and procedures related to client servicing activities.
• Lead or participate in key projects aimed at improving internal processes, technology platforms, and overall operational efficiency.

EXPERIENCE

• Minimum of 10 years' experience in client support/service roles within Asset Management or Financial Services, with at least 5 years in a managerial position.
• Demonstrated knowledge of institutional asset management, including understanding client segments (pension funds, insurance companies, corporates, etc.).
• Strong leadership skills with the ability to motivate, develop, and manage high-performing teams.
• Excellent communication, negotiation, and interpersonal skills.
• Strategic thinker with proven problem-solving capabilities and attention to detail.
• Proficient in relevant systems and technologies utilized within asset management client service operations.

EDUCATION

• Bachelor’s degree in Business Administration, Finance, Economics or related field; MBA or advanced degree preferred.

SKILLS & KNOWLEDGE

• Fluency in English required; additional languages desirable.

If you want to know more about us, follow us on https://es.linkedin.com/company/banco-santander