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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operations management, team leadership, and continuous improvement methodologies to enhance efficiency and customer experience. Proficient in managing operational metrics, compliance with SLAs, and utilizing data analysis tools for informed decision-making.
Highest-signal resume keywords
Operations ManagementTeam LeadershipContinuous ImprovementFraud PreventionData Analysis
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational Metrics ManagementProcess StandardizationRoot-Cause AnalysisWorkflow AutomationCapacity PlanningPerformance AnalysisSLA ComplianceQuality ManagementBacklog ManagementCustomer Experience Improvement
Soft Skills
Team DevelopmentFeedback FacilitationProblem SolvingCommunicationCollaboration
Tools & Technologies
SalesforceJiraCabinePower BIAdvanced Excel
Certifications & Qualifications
Postgraduate DegreeMBA in Operations Management
Industry Keywords
Central Bank of BrazilOmbudsman’s OfficeLegal ComplianceOperational Risk ManagementService-Level Agreements
About the role
Key responsibilities & impact- Coordinate operations, ensuring compliance with service-level agreements (SLAs) and productivity and quality targets.
- Lead and develop the team by monitoring performance and conducting feedback sessions and development plans.
- Plan operational capacity and allocate workloads according to volume, complexity, and criticality, managing the backlog and prioritizing critical cases.
- Analyze performance indicators, identify deviations and root causes, and implement action plans to improve results.
- Map, review, and standardize processes, driving continuous improvement to reduce rework, increase efficiency, and enhance the customer experience.
- Coordinate the handling of demands originating from the Central Bank of Brazil (BACEN), the Ombudsman’s Office, Legal, and critical escalation channels, ensuring consistent responses within applicable deadlines.
- Monitor operational risks and fraud indicators, working with the responsible teams on prevention, remediation, and strengthening controls.
- Monitor the logging and traceability of demands in Salesforce, Jira, and Cabine, using data to support operational decisions and improvements.
Requirements
What you’ll need- Bachelor’s degree or equivalent higher education qualification.
- Experience in operations management, team leadership, and employee development.
- Experience managing operational metrics, including SLAs, productivity, quality, capacity, and backlog.
- Knowledge of fraud prevention and operational risk management.
- Knowledge of service and case-handling workflows involving BACEN, the Ombudsman’s Office, Legal, and critical escalation channels.
- Knowledge of Salesforce, Jira, and Cabine.
- Postgraduate degree or MBA in Operations Management, People Management, Process Management, Quality Management, or a related field.
- Experience leading continuous improvement projects, with demonstrated results in operational efficiency, rework reduction, or customer experience improvement.
- Knowledge of improvement and root-cause analysis methodologies, such as Lean, Six Sigma, or PDCA.
- Advanced Excel skills and experience using Power BI for data analysis and the development of metrics and dashboards.
- Experience automating workflows and enhancing case-management tools.
- Experience with integration projects involving Operations, the Ombudsman’s Office, Legal, and Risk and Fraud Prevention teams.
Benefits
Comp & perks- Meal and/or food allowance
- Health and dental insurance
- Life insurance
- TotalPass and Zenklub partnerships
- Extended maternity and paternity leave
- Childcare allowance
- Discounts of up to 50% on postgraduate programs and MBAs at leading institutions, such as FIA, FAAP, and PUCRS
- No dress code
- Birthday day off
- Baby Gift: gift for newborns