Shared Services Process Analyst, contributes with operations to build a best in class Customer Experience by daily monitoring and analyzing Relational & Transactional KPIs, sharing inputs, best practices, evolving and enhancing the procedures and standards to provide a top Customer Experience across all the key moments and of truth of their journey working with internal team members.
What You’ll do?
- To be a key partner with operations by working closely with the team.
- Deeply understanding of internal procedures, policies and standards to have assertive communications.
- Consultative conversations with internal customers to be aligned with the operational input of the day to day life in operations.
- Take decisions based on data to ensure the enhancement or development of procedures is conducted the most accurate way possible.
- Enhance procedures to conduct the interaction to be based on stellar customer service.
- Develop procedures to conduct the interaction to be based on stellar customer service.
- Be a role model in terms of the importance of being open to finding better ways to obtain better results but also of the importance of compliance with procedures and policies.
- Understand the core KPIs of the operational business units, Customer Care and Recoveries.
What You’ll Need
- Proven experience in cross functional collaboration with operational areas of at least 1 year or equivalent experience in operations.
- Data driven decision making oriented.
- Proven experience in project management.
- Experience in participating in internal/external audits (basic or certification).
- Exceptional verbal and written presentation skills, especially with non-technical audiences.
- Exceptional, proven ability to translate data into actionable recommendations.
- Fluent in English and Spanish
- Preferred Qualifications:
- Knowledge of the financial services industry (KYC, Customer Service, Collections, financial compliance, etc.)
- Project management skills, ideally Six Sigma training.
- Experience working with an international teams.
- Comfortable with ambiguity
