Formalization Coordinator

Description

Job Summary: We are seeking an Operations Coordinator to manage operational workflows and lead teams, ensuring efficiency, quality, and continuous process improvement. Key Highlights: 1. Lead operational teams and foster a culture of ownership 2. Adopt an end-to-end view of the customer journey and optimize processes 3. Ensure strategic alignment and operational execution For over 90 years, Banco BMG has operated with a focus on democratizing access to financial solutions, always placing the customer at the center of everything we do. We are a reference in payroll-deductible credit and operate nationwide through branches, franchises, banking correspondents, and a comprehensive app that connects millions of people to financial services in a simple, accessible, and innovative way. Growing and generating sustainable results that bring value to our customers, shareholders, employees, and society at large is a top priority for us. Our results reflect this commitment. Guided by principles, we have built an organizational culture that values people, drives ownership, and transforms social impact into legacy. We work with teams that prioritize autonomy, commitment, and excellence. We continuously invest in knowledge and innovation to transform the journeys of both employees and customers. This people-first approach led us to be recognized in 2025 as one of the top 3 best financial institutions to work for in Brazil, ranking 3rd in the Great Place To Work ranking — a source of pride that reinforces our commitment to putting the BMG Way into practice every day. These pillars drive continuous transformation, enabling daily reviews of processes, the customer journey, decision-making, and how teams connect to create value. At BMG, we are driven by doing things differently and better — with integrity, simplicity, and a unique way of being: the BMG Way. **Responsibilities and Duties** We seek an **Operations Coordinator** to manage operational workflows with an end-to-end perspective of the origination, formalization, and post-contracting journey, ensuring operational efficiency, quality, SLA compliance, and continuous process improvement. This professional will be responsible for leading operational teams, strongly focusing on metrics and promoting a culture of ownership, continuous improvement, and data-driven decision-making, with close collaboration across partner areas such as Products, Credit, IT, BI, Customer Service, and Risk. * Coordinate origination, formalization, and credit operations support activities, ensuring smooth workflow, quality, and adherence to internal policies and regulatory requirements. * Adopt an end\-to\-end view of the customer journey, identifying operational bottlenecks and opportunities for automation and digitalization of workflows. * Lead and develop the operational team, fostering an empowering leadership style focused on autonomy, accountability, and continuous development. * Manage operations using performance indicators (KPIs) such as SLA, average handling time (TME), average resolution time (TMA), abandonment rate, productivity, quality, and unit cost. * Conduct operational performance analyses and support data-driven decision-making using management dashboards. * Collaborate closely with Product, Credit, BI, IT, Customer Service, and Risk teams to ensure alignment among strategy, operational capacity, and execution. * Support continuous improvement initiatives, process reviews, standardization, and operational efficiency. * Ensure proper execution of formalization processes, compliance, operational controls, and regulatory requirements. * Support operational capacity management, team sizing, and demand prioritization. * Serve as a technical and behavioral reference for the team, ensuring clear communication, professional positioning, and alignment with company culture. **Requirements and Qualifications** * Prior experience in credit operations, preferably in origination, formalization, or back-office functions. * Experience managing operational teams, directly or indirectly. * Strong experience managing by metrics, interpreting dashboards, and analyzing operational performance. * Knowledge of credit operation formalization workflows, operational controls, and SLAs. * Ability to operate effectively in dynamic environments with multiple interfaces and high operational volume. * Strong verbal and written communication skills, with the ability to articulate technical and managerial positions. * Analytical, organized, and results-oriented profile. **Expected Behavioral Profile** * Empowering leader who develops people, delegates responsibly, and encourages team ownership. * Systemic vision with focus on customer experience and operational efficiency. * Collaborative mindset and ability to influence without direct hierarchy. * Ability to handle pressure, prioritize demands, and make data-driven decisions. * Clear, concise, and respectful communication, with strong interaction across operational and strategic levels. **Additional Information** **Benefits, Health and Well-being** * Health insurance with no monthly fee \+ Telemedicine; * Dental plan with no monthly fee; * Meal and food allowance; * Life insurance; * Funeral assistance; * Private pension plan; * Competitive annual variable compensation (bonus); * PPR \- Profit Sharing Program; * Único Skill (free education benefit); * Bike storage and changing rooms; * Daycare assistance; * Internet allowance; * Quality-of-life programs; * On-site clinic; * Pregnancy program; * Extended maternity and paternity leave; * Copay exemption for pregnant women and babies up to 1 year old; * Customized baby kit; * Dr. BMG – Telepsychology \+ Telemedicine \+ Nutritionist \+ Nurse and Physical Education Specialist, extended to dependents; * PAP \- Financial, legal, and psychological advisory program; * Gympass/Wellhub \- Discounts at gyms; * Pharmacy partnership; * Fresh fruit daily; * Birthday day off; * Flexible dress code; * Hybrid work model. So? Ready to wear the jersey and shine on the field with a bank present in the lives of millions of Brazilians and recognized as one of the best places to work? **\#VamosPraCima** **JOIN BANCO BMG!** We are always looking for people who identify with our culture and are ready to contribute to Banco BMG’s success. With 94 years of history, we are passionate about delivering the best for our customers — who are at the heart of everything we do! At BMG, we lead the payroll-deductible credit market, offering accessible credit to millions of Brazilians. With the largest network of banking correspondents in the country, we drive local economic growth and bring opportunities across Brazil. **Education and Development: Our Passion for People’s Careers** We believe our employees’ development is essential to our success. Therefore, we offer an **educational platform**, providing access to undergraduate and graduate programs, language courses, free courses, and mentoring. At Banco BMG, continuous learning is part of our culture! **Diversity and Inclusion**: We believe diversity strengthens us. We promote an inclusive workplace where you can be yourself and bring your best. We value differences and believe they are fundamental to our success. #### **It’s for our customers that we wear the jersey and dedicate ourselves to executing every play with excellence!**