Santander Bank, NA Head of Capacity Management in Dorchester, Massachusetts

Head of Capacity Management - 1704987



Reporting to the Head of Retail Business Planning &Administration this position will lead capacity planning, analysis, andoptimization across the Retail Banking & Customer Experience division, witha specific emphasis on initiatives impacting sales and service channels. TheCapacity Planning Director will coordinate with program/project owners acrossbusiness areas (including Branch Network, Customer Contact Center, Consumer,Small Business, Investments, Mortgage, Cards, etc) to assess, analyze, map, anddevelop recommendations for senior executives to effectively deliver keyinitiatives while also balancing BAU resource demands. Supports development andimplementation of change management frameworks and processes.


  • Highlight risks to Senior Management andExecutives as necessary

  • Maintains awareness of business environment andpriorities to adjust recommendations as necessary

  • Actively participate in divisional planningprocesses (strategic, tactical, quarterly)

  • Build relationships and regular communicationwith each area supported

  • Facilitates difficult decision making to alignsupport resources with demand from the business areas

  • Make capacity planning recommendations to SeniorManagement and Executives

  • Perform analyses and make recommendations to betteroptimize available resources

  • Supports development and implementation of changemanagement frameworks and processes

  • Operates independently to create a collaborativeplanning process to identify priorities and initiatives to then analyticallyreconcile with business line, sales & service, and support capacity



  • MBA or other graduate degree preferred

  • Ability to demonstrate executive presence

  • Excellent written/verbal communication andinterpersonal skills, including ability to work across organizational hierarchy

  • Expert knowledge of Excel and Powerpoint

  • Problem solving and investigative skills, coupledwith a creative analytical orientation

  • Proficient in statistical analysis

  • Strong financial and business analysis skills

  • Strong negotiation and presentation skills

Job : General Strategy
Primary Location : Massachusetts-Dorchester
Schedule : Full-time
Job Posting : Jun 15, 2017, 10:14:15 AM