Product Operations Coordinator

Jobtailor; Porto Alegre; Presencial; BRL 140 000 - 260 000; Tempo integral

Resumo da oferta

Jobtailor in Porto Alegre seeks an experienced Head of Shared Services Operations to oversee centralized account openings and customer record updates with a focus on quality, efficiency, and compliance.

You will drive process improvements, manage external providers, and lead a cross-functional team while maintaining SLAs and exploring automation and AI-driven solutions to evolve the member journey.

Qualificações

• Experience in operations management, preferably within financial services or high-scale environments.
• Experience leading teams and managing performance.
• Experience managing external providers (BPO) and SLAs.
• Ability to lead improvement and operational transformation initiatives.
• Pragmatic profile with results and execution orientation.
• Systemic and business-oriented mindset with cross-functional collaboration.
• Strong influencing skills with diverse stakeholders.
• Knowledge of accounts, customer records or onboarding processes (advantageous).
• Familiarity with automation initiatives and AI (advantageous).
• Bachelor's degree; postgraduate education desirable.

Responsabilidades

• Coordinate execution of the shared services team’s activities for centralized account openings and customer record updates.
• Ensure operational stability focusing on service levels, productivity and member/cooperative experience.
• Lead continuous process improvements to boost efficiency, quality and cost reduction.
• Collaborate with business areas, technology teams and cooperatives to resolve issues and enhance onboarding journeys.
• Monitor operational metrics and provide guidance for corrective actions.
• Oversee governance of external providers (BPO), monitoring SLAs and contract evolution.
• Identify opportunities for automation and AI-driven solutions to simplify operations.
• Serve as SME for accounts and customer records, contributing to member journey evolution.
• Lead the team with development, engagement and alignment with business priorities.

Conhecimentos

Ops management

Team leadership

Vendor management

Process improvement

Cross-functional

AI awareness

Formação académica

Bachelor's degree

Descrição da oferta de emprego

Responsibilities

• Coordinate the execution of the shared services team’s activities, responsible for centralized account openings and customer record updates, ensuring process quality, efficiency and compliance.
• Ensure operational stability with a focus on service levels, productivity and the experience of members and cooperatives.
• Identify, prioritize and lead the implementation of continuous process improvements to achieve gains in efficiency, quality and cost reduction.
• Work collaboratively with business areas, technology teams and cooperatives, facilitating problem resolution and the enhancement of account and onboarding journeys.
• Manage and monitor operational metrics, ensuring visibility into performance, adherence to targets and guidance for corrective actions.
• Oversee governance of external service providers (BPO), monitoring performance, delivery quality, SLAs and contractual evolution.
• Identify opportunities and support process automation initiatives focused on operational simplification and technology adoption, including solutions using AI.
• Serve as a subject‑matter reference for accounts and customer records, contributing to the evolution of the member journey and to strategic initiatives across the organization.
• Lead the team, fostering development, engagement and alignment with business priorities.

Requirements

• Experience in operations management, preferably within financial services or in high‑scale/complex environments.
• Experience leading teams and managing performance.
• Experience managing external providers/third parties (BPO) and controlling SLAs.
• Ability to lead improvement and operational transformation initiatives.
• Pragmatic profile with a strong results and execution orientation.
• Systemic and business‑oriented mindset with the ability to work cross‑functionally.
• Strong influencing skills and the ability to engage with diverse stakeholders.
• Knowledge of processes related to current accounts, customer records or onboarding (advantageous).
• Experience or familiarity with automation initiatives and the use of technology/AI (advantageous).
• Bachelor's degree (postgraduate education desirable).