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About the role
Key responsibilities & impact- Coordinate the execution of the shared services team's activities, responsible for centralized opening of current accounts and customer data updates, ensuring process quality, efficiency and compliance.
- Ensure operational stability, focusing on service levels, productivity and the experience of members and cooperatives.
- Identify, prioritize and lead the implementation of continuous process improvements, seeking efficiency gains, quality improvements and cost reductions.
- Work in an integrated way with business areas, technology and cooperatives, facilitating problem resolution and the evolution of account and registration journeys.
- Manage and monitor operational indicators, ensuring visibility of performance, adherence to targets and direction of corrective actions.
- Oversee governance of external suppliers (BPO), monitoring performance, delivery quality, SLAs and contractual evolution.
- Identify opportunities and support process automation initiatives, focusing on operational simplification and application of technologies, including AI-based solutions.
- Serve as a subject-matter reference for accounts and customer records, contributing to the evolution of the member journey and to the organization's strategic initiatives.
- Lead the team, promoting development, engagement and alignment with business priorities.
Requirements
What you’ll need- Experience in operations management, preferably in financial services or in high-scale, complex environments.
- Experience leading teams and managing performance.
- Experience managing third-party vendors/BPOs and controlling SLAs.
- Ability to lead improvement and operational transformation initiatives.
- Pragmatic profile with a strong results and execution orientation.
- Holistic business perspective with the ability to work cross-functionally.
- Influencing and stakeholder management skills.
- Knowledge of current account, customer registration or onboarding processes (advantage).
- Experience or familiarity with automation initiatives and the use of technology/AI (advantage).
- Bachelor's degree completed (postgraduate degree desirable).
Benefits
Comp & perks- 14th and 15th fixed salaries
- Profit-sharing / results participation (depending on seniority)
- Health and dental plans with no co-pay
- Wellbeing programs with Wellhub (formerly Gympass), nutrition, psychology, occupational health, massage, running groups and local gym access
- Meal and food allowance – flexible percentage allocation between VA/VR cards, no co-pay
- Extended maternity and paternity leave
- Childcare or nanny assistance for children up to 6 years and 11 months
- Assistance for children with disabilities, no age limit
- Life insurance
- Private pension up to 8% of salary
- Training platform – Sicredi Aprende, offering various courses
- 40-hour workweek – using a time bank system
- Remote work allowance (except for positions that require 100% on-site presence).
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Process QualityPerformance MonitoringSLA ManagementContinuous ImprovementCustomer Onboarding Processes
Soft Skills
Influencing SkillsStakeholder ManagementPragmatic Problem Solving
Certifications
Bachelor's DegreePostgraduate Degree