Elsa Graça joined Banco Santander in November 1995.
All her career has been developed in the bank industry. The early steps were taken on the functional side of the business and the area chosen was Credit and Mortgages leveraging her law degree. During that period she implemented important projects to the bank like: 1. subsidize loans, 2. design and implementation of a new Mortgages Process, 3. integration of mortgage areas of three banks in 2001: Banco Totta e Açores, SA Banco Santander Portugal and Crédito Predial Português. This last project included processes alignment, organization of the three teams (over 500 people) and reporting.
In 2005 she implemented a credit workflow process that included document scanning and archiving in the process context (2005). The documents and process “travel” all together accordingly to the different stages of the process and different roles/departments. One of the main achievements of this project was the control of the process, KPI´s definition, and reduce time of process to customer. Several integration and interfaces over the internet were implemented namely with service providers (appraisal). This process grew to support large business loans.
In 2007 she was appointed Managing Director of Credit and Loans reporting directly to the Board. Three years later she was nominated Chief of Operations of Santander Totta, SA. In parallel she managed special Projects such as the merger of Banco Santander Totta, SA and Totta IFIC (Leasing, Factoring, Confirming Company).
One of the important roles she took in the Portuguese banking industry consisted on representing it in a work group, promoted by the Portuguese Government, for simplification of legal processes such as properties acquisition and registration.
Since 2011 she is also member of the Executive Board of Interbanking Payments Systems Commission at Central Bank of Portugal on behalf of Banco Santander Totta, SA.
In 2012 she attended the Corporate Leadership Program by IESE.
In July 2013 she was appointed as Chief Information Officer of Banco Santander Totta, SA. She is also the Managing Director of Processes and Change Management. She aims to establish a comprehensive understanding of customer needs and deliver innovative high value solutions, achieving significant business and sustainable returns for the Group.