**Want to develop your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries where we serve over 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with diverse profiles, including finance specialists, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Indefinite) **What are we looking for?** Responsibilities: * Ensure daily and monthly compliance with external agencies’ capacity plans, overseeing agent allocation according to the appropriate profile (Diamond, Gold, Silver) and adjusting headcount composition to direct collection efforts toward the correct customer segment. * Ensure the integrity of contact and exclusion data used by external agencies (CRM, dialer, etc.). * Evaluate, substantiate, and process portfolio status change requests, including proposals for customer management or removal (e.g., unlocatable, judicial), assessment of refinancing requests (SMEs), and escalation of exception-based payment proposals—ensuring correct implementation of defined strategies in coordination with the Strategy team. * Conduct daily operational monitoring of external agencies’ performance, validating management controls (productivity, timing, promises) and analyzing comparative results (benchmarks) to coordinate updates and consistency of KPI dashboards with internal and external teams. * Monitor and analyze key strategic indicators daily to detect result variations, generate immediate alerts, and propose tactical adjustments to the Manager to ensure achievement of target performance levels. * Provide feedback on the operational performance of deployed segmentation approaches and alert/feedback to the Strategy team regarding relevant events during each management period. * Validate and supervise strict adherence of external collection management to Consumer Protection Law and ensure correct implementation of strategy execution (portfolio allocation, channels, daily intensity). * Execute quality monitoring (call listening and audits) to guarantee external agencies’ adherence to script and the Unique Experience Model; additionally, conduct training sessions, develop training materials (manuals, guides), deliver dynamic training sessions (including high-complexity role-plays), administer knowledge assessments, provide feedback for continuous improvement, and propose optimizations or automations for operational efficiency. * Investigate industry best practices to propose innovative management models for evaluation with your manager. * Distribute, validate, and coordinate with the Management team the correct application of special payments (Legal Payment, Transfers, MAC, Collection Accounts), including identification of mono/multi-product accounts. * Perform detailed tracking and control of the status of debt forgiveness (up to issuance of non-debt certificate), installment plans (new and active), and proper application of liquid guarantees. * Coordinate with the relevant team regarding application or evaluation of refinancing. Address inquiries, payment proposals, and notarial letters received from Branch Network concerning customers at any stage of management (extrajudicial, judicial, and write-off). * Handle and ensure resolution of complex complaints, including those from "Non-Customers" (third parties), in accordance with the Consumer Protection and Defense Code. * Provide direct support to collection agencies in account settlements (FDG) and ensure companies maintain control over customer interactions for pending debt forgiveness processes (document submission). * Measure and validate external agencies’ contractual Service Level Agreement (SLA) compliance (including quality notes and reporting deadlines), analyze and provide performance feedback to propose new evaluation parameters and contribute to decision-making regarding next month’s portfolio allocation. * Verify that BBVA’s billing to external agencies aligns with contractual terms (including penalties, bonuses, etc.). Requirements: * Bachelor’s degree in Economics, Industrial Engineering, Statistics, Operations Research, or related fields. * Advanced Excel and advanced SQL skills. * Development and delivery of high-impact presentations (advanced level). * Knowledge of R and Python and Google Apps is desirable. * Minimum 5 years’ experience managing external agencies in similar roles. **Responsible Banking** --------------------- Our responsible banking model **aims to build a more inclusive and sustainable society.** Because the future of finance is financing the future. We began with the spirit of helping others make the best financial decisions. That spirit remains today and drives us forward, prioritizing innovation and digital transformation, and making the opportunities of this new era accessible to all. **Diversity** -------------- At BBVA, we believe that having a **diverse team** makes us a better bank. For this reason, we **actively support diversity, inclusion, and equal opportunity**, regardless of race, gender, age, religion, sexual orientation, gender identity, gender expression, and other factors. We cultivate a collaborative and inclusive work environment that allows everyone to bring forth their best selves. **Our Values** -------------------- **Our values define our identity** and serve as the driving force behind fulfilling our purpose and guiding all our actions and decisions. **Legal Requirements** If the position you are applying for is located outside the country where you currently reside, you may need to obtain a visa and/or work permit and/or residence permit, as well as comply with any other requirements imposed by local labor and immigration regulations or applicable professional regulations for the position in that country. In case you are selected as the final candidate, BBVA may assist you in processing the corresponding permit/visa, with the understanding that if, for any reason (i.) the relevant visa and/or work permit and/or residence permit is not issued, or (ii.) any other requirements mandated by local labor and/or immigration and/or professional regulations applicable to the position in that country are not met, unfortunately you will be excluded from the position. Likewise, if you already hold a visa and/or work permit and/or residence permit for the relevant country, please indicate so when applying for the position.