Customer Management Coordinator

Description

Job Summary: Coordinate and lead the customer and consumer service team, ensuring excellence, efficiency, and continuous process improvement through technology. Key Highlights: 1. People management and team development 2. Customer service leadership with a focus on quality 3. Identification of improvements and process automation **Company Description** Serasa Experian is Brazil's first and largest Datatech company. As a leader in risk and opportunity intelligence solutions—focused on credit journeys, authentication, and fraud prevention—we leverage cutting-edge technology, innovation, and top talent to transform risk uncertainty into the best decision, helping individuals achieve their dreams and enabling businesses of all sizes and sectors to thrive. We have 22,000 people operating across 32 countries, and every day we invest in new technologies, talented professionals, and innovation to help all our clients maximize every opportunity. With our corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100\. **Job Description** * Coordinate and manage people, ensuring team development, engagement, and performance; * Lead the team responsible for handling customer and consumer data requests, ensuring delivery quality, consistency, and efficiency; * Maintain a high standard of service excellence by promoting best practices, ongoing guidance, and team monitoring; * Ensure all service interactions are delivered within established **SLAs**, monitoring KPIs, volumes, deadlines, and operational workflows; * Ensure operational alignment across the team by clarifying roles, priorities, and work routines; * Align processes, workflows, and scripts with other service levels and departments to ensure standardization and consistent customer experience; * Identify opportunities for continuous improvement and process automation, leveraging **technologies and artificial intelligence**, where applicable, to enhance efficiency, scalability, and quality. **Qualifications** * Experience coordinating teams responsible for customer and/or consumer service, with emphasis on quality and efficiency. * A continuous improvement mindset, with interest and ability to implement process automation. * Ownership mentality toward operations, attention to detail, and commitment to meeting deadlines. * Ability to make balanced daily operational decisions—weighing quality, timeliness, and efficiency. * Completed undergraduate degree in fields such as: Administration, Process Management, Engineering, Information Systems, or related areas; additional specialization in people management, operations, or process improvement is a plus. * Proven experience managing SLAs, operational KPIs, and service volumes. * Expertise in improving process workflows will be considered an advantage. **Additional Information** Serasa Experian is much more than you imagine. With a purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are over 4,000 professionals working across diverse teams and specialties. Here, every skill and perspective complements one another—you can work on what you love most. We are committed to building an inclusive culture and an environment where people can balance their careers with personal commitments and interests, prioritizing well-being. We are deeply dedicated to being one of the country’s best and most innovative employers, offering extraordinary experiences and careers for our people. Our strong “people-first” approach is externally recognized through multiple industry certifications: we’ve been awarded Great Place To Work™ in 24 countries and hold the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and maintaining a 4.6 rating on Glassdoor. Each recognition confirms we’re on the right path—delivering an ever-better workplace for our talents. Experian Careers \- Creating a better tomorrow together Find out what it's like to work for Experian by clicking here