OPS ENG MANAGER

Description

Job Summary: Leads the vision and standards for after-sales service, transforming the Contact Center and managing teams to ensure exceptional and strategic service. Key Responsibilities: 1. Lead the transformation of Contact Centers through innovative projects. 2. Manage customer service teams for critical clients and after-sales support. 3. Convert operational data into strategic insights for leadership. **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 specialists, legal experts, data scientists, developers, engineers, and designers. Our people make the difference in our success. **Employment Type:** Regular (Indefinite) **What Are We Looking For?** * Establish the vision and standards for after-sales and CUC customer service, aligning each cell’s objectives with the bank’s commercial strategy and customer experience strategy. * Lead the agent-based transformation of the PJ Contact Center in alignment with the VoiceBot project, directing the redesign of the co-agent operational model and ensuring the team’s operational adoption from the user experience perspective. * Lead the agent-based transformation of Aló CUC in alignment with the VoiceBot project, from the user perspective. * Manage the CIB operations service team for critical clients, ensuring a highly responsive and resolution-oriented service model, as well as lead the after-sales strategy for the Legal Entities (PJ) and Acquiring segments under its scope. * Ensure all teams under its management operate under homogeneous criteria, guaranteeing strict compliance with legal and operational protocols across the entire structure. * Monitor adherence to response and resolution timeframes, intervening in critical deviations affecting service commitments—especially in incidents that may arise. * Manage financial and human resources for the area, sizing headcount requirements to absorb projected demand across various teams. * Supervise implementation of controls mitigating fraud or errors in processing critical instructions across all service lines. * Transform operational data from service teams into strategic insights for senior leadership, identifying product trends or recurring failures. * Lead resolution of critical or high-reputational-impact cases exceeding the decision-making authority of frontline service team leaders. * Other duties assigned by leadership or supporting continuous role improvement. Requirements: * Technical or university degree in Systems Engineering, Software Engineering, Business Administration, Economics, Industrial Engineering, or related fields. * 3–5 years of experience in roles similar to Data Scientist. * Experience integrating with ADA and ASO (valued). * Proficiency in Python or similar programming languages. * Proficiency in AWS cloud services. * Daily use of AI tools. Soft Skills: Analytical ability, problem-solving, effective communication. * **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 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 enabling everyone to bring forth their best. **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 regulations for the position in that country. Should you be selected as the final candidate, BBVA may assist you in obtaining the relevant permit/visa, with the understanding that if, for any reason (i.) the corresponding 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, you will unfortunately 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.