SENIOR OPERATIONAL TRANSFORMATION ANALYST

Description

We work tirelessly to connect people. Therefore, working at VERO is the ideal opportunity for you if you enjoy challenges. More than that, it is an opportunity to acquire knowledge and grow within a company that looks toward the future. Our team is expanding—please see below for more information about this position. Responsible for mapping, designing, documenting, and maintaining end-to-end operational processes, ensuring standardization, clarity, and compliance with corporate guidelines. Works closely with departments to gather information, structures work instructions (WIs) and playbooks, identifies bottlenecks and improvement opportunities, and supports operational efficiency and process governance. This role contributes to continuous improvement, execution quality, and decision-making support for involved departments. **Responsibilities and Duties** * Map, design, and document end-to-end operational processes, ensuring clarity and standardization. * Structure, review, and update work instructions (WIs), operational procedures, and playbooks. * Gather information from business areas, understanding workflows, roles, and interdependencies. * Identify gaps, bottlenecks, and deviations in existing processes, proposing operational improvements. * Support the implementation of standards, controls, and process governance routines. * Ensure process documentation remains up-to-date, accessible, and aligned with corporate guidelines. * Assist in tracking action plans related to process improvement. * Prepare reports and supporting materials for communication and alignment with partner departments. **Requirements and Qualifications** **Requirements** * Completed or ongoing undergraduate degree in Process Management, Quality, Business Administration, Engineering, Customer Experience, Data Analysis, Human Resources, or related fields * Knowledge of process analysis and improvement * Knowledge of data and metrics analysis (Excel/Sheets; BI tools preferred) * Experience with continuous improvement methodologies * Analytical capability and systemic vision * Strong communication skills and ability to coordinate across departments **Preferred Qualifications** * Experience in transformation or continuous improvement projects * Experience in Customer Experience (CX) or customer service operations * Familiarity with BI tools (Power BI, Tableau, etc.) * Experience or interface with HR on topics such as organizational structure, performance, or development * Experience in change management **Additional Information** **Working Hours:** Monday to Friday, from 8:00 AM to 6:00 PM **We Offer:** * Results-Based Participation Program (PPR) * Medical Assistance * Dental Assistance * Flexible Benefits Plan * Life Insurance * PAS (VERO Social Assistance Program) * Day Off (One day off during your birthday month) * Totalpass (Discounts at Gyms/Sports Facilities) * Childcare Assistance * Assistance for Children with Disabilities * Corporate University This position is open to candidates with disabilities (PCDs). At VERO, we value Diversity because we believe sharing ideas and diverse perspectives is essential to delivering the representation our customers need! VERO values Privacy and Personal Data Protection. The candidate’s personal data will be processed in accordance with our Privacy Policy available on our website https://verointernet.com.br/politica\-de\-privacidade/, under the dedicated section “WHEN YOU APPLY FOR ONE OF OUR JOB OPENINGS”. * has context menu We are **VERO**, Born from the combination of service quality and agile customer support to simplify the world for each client. Today, VERO ranks among the largest broadband providers in the country, serving over one million subscribers. Our purpose is to lead the (r)evolution in customer experience—beyond connectivity alone. It is not merely about doing more, but about doing better. Our services serve as bridges enabling people to access knowledge, entertainment, and high-quality, high-speed interactions. We understand each person has their own world—and we pay attention to what that world needs. **VERO—As Big As Your World!**