Senior Credit Analyst evaluating B2B counterpart credit risks in energy commercialization. Collaborating with teams to establish credit limits and governance policies.
About the role
- Analista Performance Sênior responsible for improving customer experience processes within the education sector.
Responsibilities
- Diagnose processes and implement controls, policies and SLAs to increase efficiency, standardization and operational quality;
- Lead process improvement initiatives with measurable results, such as efficiency gains, reduced turnaround time and improved metrics or customer experience;
- Define, measure and execute actions related to OKRs;
- Design and conduct process audits, analyze non-conformities and propose corrective and preventive actions;
- Apply Artificial Intelligence to support process analysis and improvement;
- Create and analyze customer service journeys;
- Structure and evolve processes with a focus on Customer Centricity, ensuring improvements in experience;
- Support team development to achieve individual and collective KPIs;
- Work on strategic opportunities and projects aligned with the company’s planning;
- Monitor activity schedules, ensuring control, predictability and operational efficiency.
Requirements
- Bachelor’s degree in Engineering, Business Administration, Process Management or related fields;
- Proven experience in process management and improvement;
- Practical experience modeling processes in BPMN (Bizagi or similar tools);
- Experience documenting and standardizing processes (policies, standards and SOPs);
- Experience mapping the customer journey;
- Knowledge of customer experience metrics (NPS, CSAT, CES);
- Familiarity with continuous improvement methodologies (DMAIC and PDCA);
- Desirable: experience with automation initiatives and digital process transformation.
Benefits
- Health insurance
- Dental plan
- Life insurance
- Meal and food allowance on the same card
- Breakfast or afternoon snack at physical sites
- Transportation allowance
- Total Pass and Wellhub (access to gyms and wellness services)
- Birthday day off
- Corporate University
- Program supporting pregnant employees
- Program offering psychological, legal, financial and social counseling
- Wedding gift
- Duo Gourmet (dining benefit)
- Bernoulli Benefits Club: access to a partner network with discounts on undergraduate and graduate courses, electricity bills, language courses and much more for you and your family
- Hybrid-working mothers have 100% remote work from the 6th month of pregnancy until the child is 1 year old
- Hybrid-working fathers have 100% remote work from the child’s birth until 6 months
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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