**How will you add value to the bank?** In this role, you will be responsible for elevating front and back office operations to a new level of excellence, ensuring efficient, human-centered, and resilient management focused on customer experience. You will drive the transformation and optimization of service processes, promoting an agile, data\-driven, and people-centered operation that combines technology, empathy, and a strong service culture. Your leadership will be key in mobilizing large and diverse teams, strengthening team morale, culture, and talent development, while delivering tangible results for the business and our customers. **What will be your main responsibilities?** * Lead the centralization and comprehensive management of Customer Service teams, ensuring an end-to-end perspective in handling requests and complaints. * Transform service processes through journey redesign and data utilization, achieving higher efficiency and customer satisfaction. * Design and implement KPIs and OKRs that drive continuous improvement in customer experience and productivity. * Optimize service channels and customer segmentation, improving first-contact resolution (FCR) and operational continuity. * Integrate data and analytics for decision-making, monitoring performance indicators, and developing dashboards in Power BI. * Foster a culture of leadership, communication, and collaboration, strengthening team morale, resilience, and engagement. * Proactively manage regulatory risk by representing the bank before SBS, Indecopi, and Asbanc, leading defense strategies during audits and inquiries. * Ensure compliance with Market Conduct regulations, promoting ethics, transparency, and a strong service orientation. * Collaborate with product and segment leaders to proactively reduce complaints and enhance customer experience. * Work closely with support areas such as Continuous Improvement, Quality, and Workforce Management to boost the bank’s operational and economic efficiency. * Manage team operations, including leave planning, team climate, and talent development, ensuring close, inspiring, and high-performance management. * Manage crises and business continuity plans, guaranteeing timely responses to reputational or operational risks. **What do we expect from you?** * MBA or postgraduate studies preferred. * Solid experience leading large customer service or sales teams, ideally in banking, financial services, or related industries. * Knowledge of financial products (retail or corporate) and commercial strategies. * Strong communication skills, influence, and ability to collaborate across various business areas. * Data\-driven mindset and experience using analytics for decision-making. * Key competencies: strategic vision, operational execution, inspirational leadership, and results orientation. **What does Interbank offer you?** * Be part of accelerating the digital transformation of one of Peru's most important companies. * Opportunities for development and continuous learning. * Competitive compensation. At Interbank, we are committed to equal opportunities. All applicants will be considered regardless of ethnic origin, gender, age, marital status, sexual orientation, religion, disability, nationality, or economic condition.