Enterprise Manager - Post-Sales

Description

Job Summary: Lead the knowledge and artificial intelligence strategy applied to Embedded Finance post-sales, driving innovation and efficiency of the model. Key Highlights: 1. Lead AI and knowledge strategy 2. Drive adoption of AI and emerging technologies 3. Design and evolve intelligent assistants **Want to advance 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 experts, legal specialists, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Employment Type:** Regular (Indefinite) **What Are We Looking For?** Lead the knowledge and artificial intelligence strategy applied to Embedded Finance post-sales, ensuring alignment with the unit’s customer service and support objectives. Drive adoption of new AI capabilities and emerging technologies to enhance autonomy, scalability, and efficiency of the post-sales model. Lead the design, training, and evolution of specialized intelligent assistants for different types of partners, customers, and products within the digital ecosystem. Design intelligent routing mechanisms and workflows to human channels or specialists when queries or incidents require advanced intervention, optimizing the customer support journey. Design, manage, and evolve structured knowledge bases used by intelligent assistants and self-service tools in the model. Ensure functional, technical, operational, and regulatory information remains up-to-date, well-structured, and optimally available for AI models. Actively coordinate with Product, Technology, Operations, Risk, and other specialist teams to incorporate new content and updates arising from functional or regulatory changes. Define and govern quality standards, versioning, and knowledge lifecycle management for post-sales, mitigating reputational or operational risks stemming from outdated information. Manage and report key performance indicators (KPIs) related to knowledge quality, automated resolution rate (deflection), partner satisfaction, and post-sales efficiency. Continuously monitor intelligent assistant performance, implementing action plans to improve accuracy, coverage, and resolution capability. Analyze recurring queries and incidents using data analytics to continuously strengthen the knowledge base and sustainably increase self-service levels. Other duties assigned by your manager and drive continuous improvement of the role. **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 moving 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, among others. We cultivate a collaborative and inclusive work environment that enables each person to bring forth their best. **Our Values** -------------------- **Our values define our identity** and serve as the driving force behind fulfilling our purpose, 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 regulations for the role in that country. In the event you are selected as the final candidate, BBVA may assist you with processing the corresponding permit/visa, provided 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 performing the role in that country are not met, regrettably 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 this when applying for the position.