Operations Manager

Description

Job Summary: The Operations Manager will oversee Contracting and Operations, leading strategic analyses, continuous improvements, and quality governance to enhance customer experience. Key Highlights: 1. Lead data-driven continuous improvement initiatives. 2. Integrate multiple channels to ensure consistency across the customer journey. 3. Structure and lead 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 solutions, we contribute to individuals’ aspirations and to the sustainable growth of businesses and society. Join our financial ecosystem and impact millions of people! At Bradesco, we value diversity in all its forms. Therefore, our job openings are open to everyone, 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 offers specialized solutions for payroll-deductible loans and vehicle financing, delivering optimal credit solutions, financial products, and services to customers and commercial partners through diversified channels. As the preferred company in the loan and financing market, we provide the best experience for customers and partners. Work model: Hybrid – 3 days onsite Unit: Osasco – SP **What will your day-to-day look like?** As Operations Manager, you will manage Contracting and Operations, with key 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; * Structure and lead quality and customer experience governance forums. **Requirements and Qualifications** What do you need to have or know? * Bachelor’s degree in Business Administration, Economics, or related fields; * Experience in projects using Agile methodologies; * Experience with database tools; * Background in areas monitoring NPS (Net Promoter Score); * Advanced Excel proficiency. It’s a plus if you have: * Knowledge of Qualtrics and Medallia; * Knowledge of Power BI; * Experience in projects utilizing CSAT (Customer Satisfaction Score), CES (Customer Effort Score), and FCR (First Contact Resolution) tools. **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: subject to 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: 20 days * Maternity Leave: 180 days, with assisted support from pregnancy through postpartum