Operations Manager

Description

Job Summary: The Operations Manager will oversee Quality Management, focusing on strategic analysis, leading continuous improvements, and integrating channels to optimize customer experience. Key Highlights: 1. Lead data-driven continuous improvement initiatives. 2. Integrate multiple channels to ensure consistency in the customer journey. 3. Establish quality and customer experience governance forums. **About Bradesco** The Bradesco Group is one of Brazil's largest financial institutions, with a history marked by pioneering spirit and innovation. Through our broadly diversified portfolio of financial products, banking services, and insurance offerings, we contribute to individuals' aspirations and the sustainable growth of businesses and society. Join our financial ecosystem and impact the lives of millions! At Bradesco, we value diversity in all its forms. Therefore, our job openings are open to all individuals, regardless of gender, race, sexual orientation, disability, age, or any other characteristic. Learn more at https://banco.bradesco/html/classic/sobre/index.shtm **Responsibilities and Duties** What is our Bradesco Financing team? Bradesco Financing delivers specialized vehicle financing solutions, connecting customers and partners to the best credit options, financial products, and services through diverse and efficient channels. Focused on simplicity and excellence, it is a market leader in loans and financing, delivering a differentiated, high-value customer experience. Work model: Hybrid – 3 days onsite Unit: Osasco – SP **Your Day-to-Day** As an Operations Manager, you will manage Quality, with primary responsibilities including: * Conduct strategic analyses of customer perceptions to guide operational improvements; * Lead continuous improvement initiatives based on operational data; * Integrate multiple channels and business areas to ensure consistency across the customer journey; * Monitor and manage customer satisfaction and lifecycle performance indicators; * Establish and lead quality and customer experience governance forums. **Requirements and Qualifications** What do you need to have or know? * Bachelor’s degree in Administration, Economics, or related fields; * Experience in projects using agile methodologies; * Advanced Excel proficiency. It’s a plus if you have: * Experience with database tools; * Background in areas tracking NPS; * Knowledge of Qualtrics and Medallia; * Power BI knowledge. **What We Offer** At Bradesco, we value health and well-being, offering an extensive portfolio of benefits to all our employees: * Profit Sharing (PLR) or Bonus: Based on position eligibility* * Health Insurance * Dental Insurance * Life Insurance * Food Allowance * Meal Voucher * 13th Food Basket * Total Pass * Transportation Voucher (optional enrollment) * Discounts on products and services from partner companies * Private Pension Plan (optional enrollment, with financial contribution from Bradesco Organization) * Bradesco Well-Being Program: health, well-being, and quality-of-life initiative * Unibrad: Bradesco Corporate University * Fee Waivers: special conditions on various products and services * Daycare or Babysitter Assistance * Extended Paternity Leave of 20 days * Maternity Leave of 180 days, with assisted support from pregnancy through postpartum #LI-BZ1 #LI-HYBRID