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A gestão bancária ao nível dos clientes particulares: O caso do Santander Totta
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Authors
Advisor(s)
Abstract(s)
O presente trabalho consiste num relatório de estágio realizado no âmbito do segundo ano de Mestrado em Gestão e Administração de Empresas (MBA). O estágio com duração de 10 meses realizou-se na instituição bancária Santander Totta S.A., sendo que teve início a 3 de outubro de 2022.
Ao longo do relatório é efetuada uma caracterização da instituição bancária, seguindo-se uma descrição das atividades desenvolvidas pela instituição, o enquadramento teórico, a apresentação das atividades desenvolvidas ao longo do estágio e, por fim, a análise crítica ao estágio.
O Santander é um Banco com presença multinacional, inserido num mercado competitivo, no entanto, destaca-se pela sua proximidade e relação com os clientes, sendo que dispõe de um enorme leque de produtos que são pensados e adaptados às necessidades dos mesmos. Estas características permitem que esta instituição bancária tenha uma forte presença no mercado.
Aprofundando o enquadramento teórico, é percetível que o setor bancário é um dos pilares do sistema económico de um país, permitindo assim o desenvolvimento e o
crescimento dos seus agentes económicos. O desenvolvimento tecnológico levou à criação da Banca digital, e está cada vez mais presente no dia a dia de cada cliente, tendo
as instituições de se adaptarem à nova realidade.
As atividades desenvolvidas no estágio englobam a maior parte das tarefas desempenhadas no dia a dia de um Gestor de Particulares, desde o atendimento ao cliente e a gestão de contas até à gestão de arquivo e tratamento documental.
Por fim, na análise crítica ao estágio, verifica-se que o BST tem uma presença sólida no mercado, e destaca-se acima de tudo pela sua proximidade com os clientes. Todas as
ações são efetuadas a pensar no cliente. Este é um Banco que oferece segurança e estabilidade aos seus clientes, sendo que apresenta uma elevada quota de mercado. Para
que fosse possível o desenvolvimento das atividades ao longo do estágio, foram essenciais vários conhecimentos adquiridos nas unidades curriculares lecionadas ao longo
do Mestrado.
ABSTRACT: The present work consists of an internship report carried out in the context of the second year Master's degree in Business Administration (MBA). The internship was held at Santander Totta S.A. Bank, starting on October 3, 2022, and had a duration of 10 months. Throughout the report is provided a characterization of the banking institution, followed by a description of the activities carried out by the institution, the theoretical framework, a characterization of the activities carried out during the internship, and, finally, a critical analysis of the internship. Santander is a bank with a multinational presence, operating in a competitive market. The bank specifically stands out for its proximity and relationship with customers, offering a wide range of products designed and adjusted to their needs. These same features allow this banking institution to have a strong presence in the market. With a deeper approach to the theoretical framework, it is evident that the banking sector is one of the pillars of a country's economic system, allowing the development and growth of its economic agents. The technological developments led to the creation of the digital banking, which is more and more present in the daily lives of each customer, requiring institutions to adapt to this new reality. The activities carried out during the internship include most of the tasks performed in the daily routine of a private client manager, ranging from customer services and account management, to archive management and document processing. Finally, in the critical analysis of the internship, it is observed that BST has a solid presence in the market, standing out specially for its customer’s proximity. All actions are executed with the focus on customer. This is a bank that offers security and stability to its customers, owning a high market share. The knowledge acquired during the master’s degree was essential to support in the execution of all activities during the internship.
ABSTRACT: The present work consists of an internship report carried out in the context of the second year Master's degree in Business Administration (MBA). The internship was held at Santander Totta S.A. Bank, starting on October 3, 2022, and had a duration of 10 months. Throughout the report is provided a characterization of the banking institution, followed by a description of the activities carried out by the institution, the theoretical framework, a characterization of the activities carried out during the internship, and, finally, a critical analysis of the internship. Santander is a bank with a multinational presence, operating in a competitive market. The bank specifically stands out for its proximity and relationship with customers, offering a wide range of products designed and adjusted to their needs. These same features allow this banking institution to have a strong presence in the market. With a deeper approach to the theoretical framework, it is evident that the banking sector is one of the pillars of a country's economic system, allowing the development and growth of its economic agents. The technological developments led to the creation of the digital banking, which is more and more present in the daily lives of each customer, requiring institutions to adapt to this new reality. The activities carried out during the internship include most of the tasks performed in the daily routine of a private client manager, ranging from customer services and account management, to archive management and document processing. Finally, in the critical analysis of the internship, it is observed that BST has a solid presence in the market, standing out specially for its customer’s proximity. All actions are executed with the focus on customer. This is a bank that offers security and stability to its customers, owning a high market share. The knowledge acquired during the master’s degree was essential to support in the execution of all activities during the internship.
Description
Dissertação de Mestrado, Gestão de Empresas (MBA), 04 de outubro de 2024, Universidade dos Açores.
Keywords
Banca Crédito Relatório de Estágio Santander Totta
Citation
Narciso, Nicole Tavares. (2024). "A gestão bancária ao nível dos clientes
particulares: O caso do Santander Totta". 56 p. (Dissertação de Mestrado em Gestão de Empresas (MBA)). Ponta Delgada: Universidade dos Açores, 2024. Disponível em http://hdl.handle.net/10400.3/8608