ENTERPRISE SENIOR MANAGER I - AFTER SALES

Description

Job Summary: We are seeking a leader to define, prioritize, and govern the after-sales transformation roadmap for corporate clients, leading implementation of the target model and ensuring end-to-end experience. Key Highlights: 1. Lead the after-sales transformation for corporate clients 2. Govern the end-to-end customer service and support experience 3. Drive omnichannel strategy and DIY (Do It Yourself) approach in after-sales **Want to advance your professional career?** BBVA is a global company with over 160 years of history, operating in more than 25 countries, serving over 80 million customers. We are more than 121\.000 professionals working in multidisciplinary teams with diverse profiles including finance experts, legal specialists, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Contract Type:** Regular (Indefinite) **What Are We Looking For?** * Define, prioritize, and govern the comprehensive after-sales transformation roadmap for corporate clients, ensuring phased execution, dependencies management, and deliverables tracking, while maintaining a cross-functional vision that guarantees service consistency across SME, BEI, and CIB segments. * Lead implementation of the To\-Be after-sales model, including N1/N2 support structure, and define/maintain guidelines, protocols, service standards, escalation procedures, client communication practices, tool usage, and knowledge governance. * Govern the end-to-end service and support experience (from request intake through resolution, client communication, closure, measurement, and continuous improvement), coordinating committees, working groups, and governance mechanisms with key stakeholders to prioritize initiatives, resolve blockers, ensure alignment, and provide executive visibility on progress. * Lead and supervise the After-Sales Transformation and Strategy Manager, ensuring initiative advancement, milestone achievement, and coordination with Operations, Product, Systems, Marketing, Data, CX, Talent & Culture, and Relationship Model teams. * Lead and supervise the Channels Enablement Manager, ensuring operational enablement, adoption, and stabilization of digital channels and solutions for corporate clients, coordinating support to clients’ technical teams on interconnected solutions, APIs, Pivot, and Collections. * Ensure service and enablement teams have appropriate roles, responsibilities, training, materials, system access, and protocols required to operate the target model. * Promote after-sales omnichannel integration by unifying and/or integrating email inboxes, telephony, chat, IVR/Voicebot, routing tools, and digital channels. * Lead self-service evolution and DIY (Do It Yourself) strategy across web, mobile app, social media, chat, and AI-powered chatbots, driving implementation of AI-powered after-sales solutions and knowledge bases, ensuring content governance by product owners and supporting N1, N2, and commercial profiles to reduce recurrence and dependency on assisted service. * Drive implementation of traceability and request management tools—including Salesforce or other internal solutions—ensuring single registration, tracking, reporting, and visibility for clients, teams, and commercial roles. * Manage and monitor strategic, experience-related, and operational KPIs for after-sales and channel enablement (perceived resolution rate, FCR, ANS, NPS/CSAT, digital servicing, traceability, productivity, and recurrence), identifying bottlenecks, rework, and automation opportunities to lead continuous improvement and operational efficiency initiatives. * Ensure proper sizing, monitoring, and evolution of service capacity in coordination with Operations and responsible teams, pursuing both efficiency and service quality. * Manage operational risks, technology dependencies, and contingency plans associated with after-sales and channel enablement initiatives. * Ensure customer experience quality and feedback capture, incorporating insights into journey evolution, tools, content, and processes. * Perform other duties assigned by leadership and drive continuous role improvement. **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 inspires us to keep advancing—prioritizing innovation and digital transformation—and making the opportunities of this new era accessible to all. **Diversity** -------------- At BBVA, we believe 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 enables each person to bring forth their best self. **Our Values** -------------------- **Our values define our identity** and serve as the driving force enabling us to fulfill 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 mandated by local labor and immigration regulations or applicable professional licensing rules for that position in the respective country. In the event 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 regulations and/or applicable professional licensing rules for performing 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.