Contact Center Service Management – Banking Operations (ZINIA)

Contact Center Service Management – Banking Operations (ZINIA)

Country: Spain

Contact Center Service Management – Banking Operations (ZINIA)

Zinia is the new checkout lending platform of the Santander Group. Zinia makes shopping simple, offering the possibility of splitting payments into interest-free installments in a fast and transparent way, powering merchants across Europe using technology from Openbank and Santander Consumer Finance.

 This is an exciting opportunity to make your contribution over a growing market within the business areas of lending, cobranded credit cards and buy-now-pay-later with a solid expansion across different countries with global leading merchants.

 Zinia leverages the technological resources and expertise of Openbank, the digital-native bank of the Santander Group, which is currently rolling out its international expansion plans. Through a simple and flexible banking model, Openbank offers customers the possibility to manage their finances on the website or app.

Mission and responsibilities: 

The mission of the role will be to ensure daily service operations, compliance with SLAs, staffing, volumes and priorities, and efficient management (RTA, multiskill), service levels, adherence to forecast curves, and AHT. Incident management. End-to-end operational efficiency review. The role will be responsible for managing and continuously improving all contact center activities, maximizing efficiency and ensuring the best customer experience. It will manage operational demand and support the launch, ramp-up, and live operation of various customer service offerings within a multiregional, multisite model.

The main tasks of this role will be the following:

• Lead the daily operation of the Amazon service, ensuring compliance with SLAs, NDS, and FCR objectives.
• Continuously monitor operational KPIs: service levels, actual volumes vs. forecast, AHT/TMO, escalations, quality, PRR, Completion Rate, and Handover Ratio.
• Supervise the performance of teams and Team Leaders in the contact centers and sites where the service is delivered, ensuring operational discipline, adherence, and flawless execution of the RTM.
• Manage the direct relationship with Amazon regarding SLAs, performance, improvement plans, and weekly reporting.
• Manage relationships with BPO partners across all geographies, executing the multihub strategy and ensuring efficiency.
• Coordinate forecasting and planning with the WFM team, controlling and optimizing operational costs.
• Ensure compliance with SLAs and KPIs for all services in operation.
• Design and execute the setup of new services and markets, including RFPs and transition plans.
• Support onboarding of new vendors, teams, and ramp-ups.

To be successful in the role you must have: 

• +6 years of experience in a similar role.
• Leadership, ownership and accountability.
• Results-oriented.
• Operational and end-to-end (E2E) process vision.
• Change management and continuous improvement.
• Analytical skills and KPI-driven management.
• Effective communication and cross-functional collaboration.
• Influence and stakeholder management.
• Organization and time management.
• Strategic thinking.
• Problem solving.
• Ability to work under pressure and resilience.

What do we offer?

- Joining a dynamic and agile company undergoing international expansion.

- Working in start-up mode with the support of the Santander Group.

- Competitive remuneration and attractive benefits package.

- Possibility of growth within the company and the Group.

- Collaborating on international projects in different countries.

- Excellent work environment, social clubs and frequent events.

Would you like to grow with us? Join our team!

Openbank / ODS  is an equal opportunity employer. All applicants will be considered as equal without paying attention to gender identity, sexual orientation, ethnicity, religion, age, political orientation, union membership nor disability status.

We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify, and build.

The personal data you provide as well as any data generated during the selection process are confidential and will be processed by Open Bank, S.A./ Open Digital Services, S.L. with registered office at Plaza de Santa Bárbara 2, 28004 (Madrid), for the sole purpose of managing your participation in the selection processes and, where appropriate, to formalise your recruitment.  

For further information about your rights and data protection, please read the ODS/Openbank Privacy Policy applicable to this type of data processing here.