Senior Operations Analyst

Description

Job Summary: This role involves acting as a focal point for Level 2 and Level 3 support, ensuring precise solutions for customer satisfaction, and optimizing Backoffice processes. Key Highlights: 1. Act in Backoffice operational processes and continuous improvement. 2. Lead root-cause resolution of complex problems. 3. Support the design and implementation of processes for new products. **OUR PEOPLE, TOGETHER, LEAD WITH CONSCIOUSNESS.** At Natura, we have the potential to drive meaningful transformations. This is made possible through the innovative products of Natura and Avon; the memorable experiences of Bluma's beauty services and our financial education platform, Emana Pay. Brands and services that are relevant to those who use them and recognized for our commitment to leading regenerative businesses. **Role Type** Permanent **What will you be doing here?** We are seeking a professional to work on Backoffice operational processes, with a focus on continuous improvement and efficiency of workflows. The ideal candidate must possess solid experience in the financial ecosystem (Account Products, Credit Cards, and Lending) and the ability to handle diverse demands (multi-skill profile), strategically resolving complex problems directly at their root cause. **What knowledge and experiences will you need to bring to share with our network?** \_ Serve as the focal point for Level 2 and Level 3 support, ensuring and delivering precise solutions to satisfy end customers. \_ Ensure execution of support tasks, guaranteeing strict adherence to operational SLAs. \_ Support the design and implementation of Backoffice processes for new products and services. \_ Identify bottlenecks in workflows and propose improvements to ensure fluidity and scalability. Responsible for creating technical specifications, policies, and operational manuals. \_ Provide metrics for developing KPIs that support business strategy execution. \_ Create monitoring dashboards, prepare management reports, and develop reporting materials for leadership. \_ Maintain agile and collaborative relationships with peer areas (Product, IT, CX, and Commercial) to align workflows and expectations. Technical Knowledge: \_ Solid knowledge of Accounts, Cards, and Acquiring (individual and corporate transaction flows). \_ Experience with the lending product lifecycle and recovery strategies/collection models. \_ Hands-on experience executing credit and card usage incentive campaigns. \_ Practical experience in Backoffice routines and SLA management. \_ Proficiency in Level 2 and Level 3 support workflows (critical case analysis). \_ Office: Proficiency in formulas (VLOOKUP, IF), pivot tables, and database manipulation for indicator generation. Preferred Qualifications: Knowledge of methodologies (Lean, Six Sigma, or PDCA). Familiarity with BI tools (Tableau). Google tools: Google Sheets, Gemini, or LM Notebook Expected Behaviors \_ Ability to analyze data and processes to identify patterns, failures, and optimization opportunities. \_ Agility in collaborating across departments, reporting to leadership, and technically advocating for changes to existing workflows. \_ Discipline in time management and problem-solving focus, ensuring timely, high-quality deliverables. \_ Proactivity in handling complex cases and skill in negotiating solutions amid operational obstacles. \_ Flexibility to operate across multiple domains (lending, collections, acquiring) within a dynamic environment. \_ Commitment to ensuring operational execution delivers the best possible experience for the end customer. \#LI\-RM1 **What will you find here?** We are more than just a workplace: we build and live the Well\-Being Ecosystem daily, based on the harmonious relationship between each individual, their surroundings, and the environment they are part of. In addition to offering benefits focused on social, physical, financial, mental, and emotional well\-being, we promote an environment of prosperity, belonging, and purpose, strengthening a solid network of support, expanded awareness, and respect for diversity, equity, and inclusion. We are a movement that transforms the way of living and doing business across 14 countries in Latin America, always guided by consciousness. **Do you know someone at Natura?** If so, ask for their corporate email and use it to request a recommendation when applying for a position. It’s an excellent opportunity to strengthen your network and advance in our selection process! **Natura celebrates and embraces diversity in all its forms and pluralities.** **We encourage \#Women, \#BlackPeople,** **\#PeopleWithDisabilities,** **individuals from the \#LGBTQIA\+ community, \#PregnantWomen, and people aged \#50\+ to apply for this position**