Senior Process Engineering Analyst - Marketplace

Description

Job Summary: Itaú is seeking a Senior Process Engineering Analyst to optimize post-sales processes at Itaú Shop, ensuring an agile and efficient experience for customers and sellers. Key Highlights: 1. Taking the lead in improving post-sales processes at Itaú Shop 2. Building digital solutions and transforming customer journeys 3. Working on fraud analysis and process automation Itaú is Brazil's most valuable brand, the best company to work for according to Great Place to Work, and the largest bank in Latin America. We impact over 98 million customers daily across 18 countries. We are made up of people, and we believe that having a team with diverse origins, cultures, beliefs, experiences, ethnicities, disabilities, genders, sexual orientations, and generations broadens perspectives and contributes to an environment of respect and appreciation for differences. As the largest private bank in Latin America, we closely follow the development of new technologies and view processes as an essential part of our business evolution. This allows us to get closer to our customers' experiences and continuously enhance their journeys. About Itaú Shop’s Post-Sales / Customer Success and Order Management Area: Our purpose is to ensure an agile, secure, and efficient experience for customers and sellers after purchase on the marketplace. We act to resolve issues at their root, redesign critical processes, and seek innovative solutions that impact key metrics such as quality, cost, risk, and agility. The Senior Process Engineering Analyst will take the lead in designing and improving Itaú Shop’s post-sales processes, ensuring excellence in deliveries, exchanges, returns, cancellations, and chargebacks, while also working on fraud prevention, process automation, and developing controls and indicators for operational quality and efficiency. Join us in building digital solutions and transforming customer journeys at one of Latin America’s largest financial institutions! We are looking for a Senior Process Engineering Analyst – Marketplace who wants to grow, learn, share, collaborate, and innovate — delivering value to all our customers. In this role, you will: * Map, design, and optimize processes related to delivery, exchange, return, and cancellation * Analyze fraud cases and propose improvements to preventive and corrective controls. * Handle ad hoc cancellation cases and resolve critical issues promptly * Automate processes using no-code/low-code solutions (Power Automate, Automation Anywhere) * Develop controls and indicators to monitor performance, quality, and risk * Propose outsourcing strategies for manual processes, ensuring compliance * Collaborate with partner areas (IT, Legal, Risk, Customer Service, Accounting) on improvements * Generate reports, indicators, and dashboards on performance, fraud, and operational efficiency * Identify continuous improvement opportunities and propose innovative solutions * Bachelor’s degree completed in Information Systems, Systems Analysis, Administration, Engineering, or related fields; * Knowledge of the VTEX cloud commerce platform or similar; * Experience in Marketplace operations such as Mercado Livre, Magalu, B2W, Shopee, Amazon, etc. Basic knowledge of Programming Logic, Lean methodologies (Green Belt or higher), and Data Analysis * **As an Ituber, you’ll enjoy:** * Transportation Allowance * Meal Allowance (restaurants) / Food Allowance (supermarkets) * Health Insurance (Fundação Saúde Itaú **or** Central Nacional Unimed) * Dental Insurance (Odontoprev **or** Interodonto) * Life Insurance * Profit Sharing Plan (PLR) – subject to the bank’s results * Private Pension Plan * Exclusive discounts on our financial products * Maternity and Paternity Leave * Daycare / Babysitter Assistance (for moms and dads) * Study Incentives * Wellhub or TotalPass * Access to Itaú Leisure Clubs (Guarapiranga / Itanhaém and São Sebastião) \+ Additional benefits you may discover during the hiring process * Learn more about our culture: https://www.itau.com.br/relacoes\-com\-investidores/noticias/cultura\-itubers\-e\-nosso\-novo\-conjunto\-de\-valores/ * We encourage applications from people with disabilities for all positions; therefore, feel free to apply to roles marked as exclusive or non-exclusive for people with disabilities. We are committed to inclusion and value diversity. **\#VemProItaú \#VemSerItuber**