Manager, Process Fulfillment, Titles

Operations Support Mesa, Arizona


Essential Functions:

  • Controls workflow management of day to day activities.
  • Maintains all tracking necessary to efficiently and effectively manage the productivity of all resources.
  • Assigns tasks to the team and ensures they are completed in a timely manner and proper evidence is retained.
  • Develops a team that will ensure all associates in the department operate in a manner consistent with company values.
  • Responsible for development and management of all direct reports in line with corporate objectives.
  • Ensures associate have clear understanding of task and deliverables.
  • Conducts regular audits of associate activities.
  • Maintains a comprehensive working knowledge of all tools that are available to each associate, continually coaching and training associates
  • Facilitates meetings with business partners and support groups to build awareness of identified and potential issues impacting Operations.
  • Corresponds with management across the various business lines to provide and / or obtain information as needed.
  • Partners with Enterprise Policy Administration to ensure business policies, processes, standards, procedures, etc. are current and maintained within the appropriate system.
  • Analyzes processes and develops workflow adjustments to improve best practices.
  • Escalates issues or roadblocks, with solutions that may hinder target deliverable dates.
  • Manages all departmental practices and procedures; ensures team alignment as all times.

    Other Functions:

  • Other duties as assigned.

    Supervisory Responsibilities:

    Manages subordinate managers and professional staff. Is responsible for the strategic guidance, development and evaluation of employees. Carries out supervisory responsibilities in accordance with Santander’s policies and applicable laws.


  • Education -
    • Bachelor's Degree: Business, Accounting, Finance or equivalent degree.
    • or equivalent work experience: Equivalent combination of education and experience may be substituted in lieu of degree.
  • Experience -
    • 5-9 years Originations and Servicing within Financial Industry experience.
  • Skills & Abilities -
    • Practical knowledge of Process Fulfillment best practices, identification, resolution and implementation.
    • Demonstrated leadership skills with the ability to motivate team members.
    • Ability to build relationships and trust with team members and customers.
    • Ability to develop goals and consistently seek learning opportunities in order improve.
    • Ability to convey a sense or urgency and drive.
    • Ability to make effective decision making on complex matters.
    • Ability to multi-task and meet strict deadlines.
    • Ability to lead, influence and direct peers, subordinates and management.
    • Ability to interact with senior level management; experience interfacing with multiple levels of the organizational structure.
    • Ability to analyze risk and design efficient control practices to minimize risk.
    • Ability to adjust to new developments/changing circumstances.
    • Excellent critical thinking skills with the ability to be adept in identifying and resolving complex customer service problems.
    • Excellent interpersonal, supervisory, and customer service skills required.
    • Excellent written and verbal communication skills
    • Self-directed, self-motivated and demonstrated experience providing ideas and solutions to further business understanding.

Superior analytical, problem solving and critical thinking skills.