Work Café Manager, Williamsburg, Brooklyn, NY

Banco Santander•Brooklyn, NY

3d•$60,000 - $102,500•Onsite

About The Position

The Manager, Work Café Relationship Management is a key position within the Work Café, an innovative and differentiated model for relating to people and the community through the convergence of co-working amenities, community/networking events, premium café, and banking advice. Responsible for the administration of sales, service, operational efficiency, risk applications, internal control and HR management activities to meet bank objectives for the Work Café. Incumbents develop a culture within the Work Cafe in which quality and continuous improvement on all performance accountabilities are understood and utilized by all team members. Ensures the team is focused on delivering an excellent customer experience within the space, the acquisition of new business and personal relationships and the retention and expansion of existing relationships. Lead all people management activities – including hiring, onboarding, development and coaching – of the Work Café colleagues, creating an inclusive and positive team culture. Focuses on coaching and leading the right behaviors which support the business objectives, includes leading the team to deepen existing customer relationships and acquire new customers. Partners with other lines of business to ensure customers are provided with access to a full suite of financial services and products. Delivers operational excellence through the effective delivery of the Work Café operating model. Responsible for the administration and oversight of customer experience, sales, service, operational efficiency, risk, internal controls to meet overall team goals and objectives within the Work Café. Proactively reviews and responds to real time service performance KPIs in the Work Café. Participates in community activities to promote the Work Café and ensure Santander is represented in the local community. Is responsible for Work Café technology and ensuring it is maintained effectively and any issues are resolved or escalated to the appropriate teams in a timely manner. Works closely with other business partners in the space and serve as the day-to-day liaison with the Café Food & Beverage team, technology, security, cleaners, etc. Act as an ambassador to represent and promote the unique benefits of Work Café to local organizations, business associations, small business owners and entrepreneurs. Oversee co-working, meeting facilities and room bookings, and partner closely with the Work Café Director and Work Café Events Manager on the development and execution of local events and programming. Creates a team environment that puts the customer at the heart of the experience and will model a genuine passion for engaging and welcoming people in the Work Café and in the local community. The Work Café Manager is comfortable engaging with new technology and proactively leads the team to encourage customers to embrace the digital products and services. Ensure the team is focused and exhibits the behaviors to acquire new Business and Personal relationships and the retention and deepening of existing relationships. Conducts weekly partnership meetings with partners to ensure proactive communication and promote growth strategies.

Requirements

Bachelor's Degree or equivalent work experience: Business, Finance or equivalent field - Required.
3+ Years Managing a Sales Team in a Financial Services Environment - Required.
2+ Years Managing Vendor Relationships - Required.
Ability to make independent decisions and utilize sound judgment.
Ability to manage, supervise, instruct and coach.
Advanced knowledge of retail and small business products and services .
Consultative, team-oriented sales approach with outstanding personal customer skills.
Ability to provide constructive and positive feedback and manage performance.
Ability to motivate and inspire a team.
Takes personal responsibility for delivering on Santander's and Work Café customer experience standards.
Creates exceptional customer experiences with every interaction.
Establishes and maintains effective working relationships.
Excellent verbal and written communication skills.
Highly-motivated and goal-oriented with proven leadership qualities.
Digital expert; the ability to promote digital engagement and proficiency with all customers and prospects.
Takes responsibility for achieving strong results, despite balancing multiple complex demands.
Creates a good working environment in the team; works towards shared goals contributing ideas and accepting change.
Stays current with industry trends and has good understanding of the market and competitive landscape .
Makes extra effort to satisfy customers needs, meet commitments and resolve situations.
Takes time to develop and maintain relationships with customers.
Executes risk management process and procedures without management direction, and demonstrates awareness of expected results.
Demonstrated success in leading sales teams; includes, business development, outbound calling and prospecting within the community.

Nice To Haves

Established work history or equivalent demonstrated through a combination of work experience, training, military service, or education.
Experience in Microsoft Office products.

Responsibilities

Administration of sales, service, operational efficiency, risk applications, internal control and HR management activities to meet bank objectives for the Work Café.
Develop a culture within the Work Cafe in which quality and continuous improvement on all performance accountabilities are understood and utilized by all team members.
Ensure the team is focused on delivering an excellent customer experience within the space, the acquisition of new business and personal relationships and the retention and expansion of existing relationships.
Lead all people management activities – including hiring, onboarding, development and coaching – of the Work Café colleagues, creating an inclusive and positive team culture.
Focus on coaching and leading the right behaviors which support the business objectives, includes leading the team to deepen existing customer relationships and acquire new customers.
Partners with other lines of business to ensure customers are provided with access to a full suite of financial services and products.
Deliver operational excellence through the effective delivery of the Work Café operating model.
Responsible for the administration and oversight of customer experience, sales, service, operational efficiency, risk, internal controls to meet overall team goals and objectives within the Work Café.
Proactively reviews and responds to real time service performance KPIs in the Work Café.
Participates in community activities to promote the Work Café and ensure Santander is represented in the local community.
Responsible for Work Café technology and ensuring it is maintained effectively and any issues are resolved or escalated to the appropriate teams in a timely manner.
Works closely with other business partners in the space and serve as the day-to-day liaison with the Café Food & Beverage team, technology, security, cleaners, etc.
Act as an ambassador to represent and promote the unique benefits of Work Café to local organizations, business associations, small business owners and entrepreneurs.
Oversee co-working, meeting facilities and room bookings, and partner closely with the Work Café Director and Work Café Events Manager on the development and execution of local events and programming.
Create a team environment that puts the customer at the heart of the experience and will model a genuine passion for engaging and welcoming people in the Work Café and in the local community.
Comfortable engaging with new technology and proactively leads the team to encourage customers to embrace the digital products and services.
Ensure the team is focused and exhibits the behaviors to acquire new Business and Personal relationships and the retention and deepening of existing relationships.
Conducts weekly partnership meetings with partners to ensure proactive communication and promote growth strategies.