Hybrid Senior Analyst – Service Management and Governance

at Banco ABC Brasil

• Job title: Senior Analyst – Service Management and Governance
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: BigQuery
• Location requirements: Hybrid, Sao Paulo, Brazil

About the role

• Analista SR for governance and management in a financial institution with a focus on customer centrality and operational excellence. Responsible for documenting processes and improving service areas.

Responsibilities

• The Service Management and Governance Analyst is primarily responsible for defining and documenting processes, rituals, and tools to monitor and improve service areas (middle office, contact center, and pending-items tower).
• Plays a key role in controlling and reporting operational pending items, interacting directly with the Middle Office and other related Manufacturing areas.
• This professional must have experience in financial operations, be able to mentor mid-level and junior analysts, and be regarded as a reference within and outside their area.
• Performs tasks with little or no supervision and is able to propose and implement improvements in their activities.

Requirements

• Requires a university degree (bachelor’s degree, teaching degree, or technologist); proven professional experience and the candidate’s combination of technical and behavioral skills will be decisive factors in our selection.
• Experience in the banking sector.
• Knowledge of data extraction and reporting tools (Looker, BigQuery, etc.).
• Knowledge of process mapping.
• Knowledge/curiosity about applications of Artificial Intelligence.
• Ability to prepare materials and executive presentations.
• Effective communication: able to communicate clearly with internal teams, clients, and other areas.
• Conflict resolution: handle conflicts constructively and fairly.

Benefits

• Health insurance;
• Dental insurance (Omint);
• Life insurance;
• Profit Sharing (PLR);
• PPR (Performance/Profit Participation Program);
• ABC with You: a program that supports employees and their families with legal, social, psychological, and financial assistance;
• Meal allowance;
• Food allowance;
• Extended parental leave: 20 days paternity and 6 months maternity;
• Childcare/Babysitter allowance;
• Annual day off;
• Home office allowance;
• Home office infrastructure support;
• TotalPass.