HANS Factory - Operations Specialist - Remote Eligible

Especialista En El Equipo De Operaciones De Hans Factory

BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.

HANS FACTORY is a project by BBVA España to revolutionize the bank's acquiring products that is in the construction phase. Operations is the area responsible for ensuring that we correctly define all the company's business processes to function efficiently and that we deliver excellent service to our clients. Additionally, Operations is in charge of ensuring that they are executed correctly, monitoring the execution of automatic processes, performing the non-automated operational tasks, and coordinating tasks with the suppliers involved in our processes.

We need to incorporate a profile for a Specialist in the Operations Team of HANS FACTORY. This person will be responsible for operational tasks in one or several business processes of the company (resolution of incidents in digital client onboarding, reconciliation and settlement of operations, management of rollbacks, changes in contractual conditions, etc.), ensuring that they are executed in time and form. They will also be responsible for identifying improvements in business processes within their area of responsibility, collaborating with Product and Technology teams in the definition of new business processes and products.

Responsibilities:

• Execution of operational tasks within the business processes in their area of responsibility. These will include, among others:
• Supervision of the correct daily execution of the company's automatic operational processes.
• Interlocution with the third parties involved in the management of the operational processes in their area of responsibility.
• Follow-up and resolution of incidents in the processes within their area of responsibility.
• Monitor, identify cases, and propose initiatives for improving to mitigate incidents in the operation that affect the acceptance rate of the billing platform.
• Perform analysis on the operational information, in order to identify patterns of behavior and opportunities for improving the experience of our Clients.
• Support in the definition of the processes and the continuous improvement of the same.

About the job:

We would like to have a person who meets the following requirements:

• Entrepreneurial spirit. We are a small company with full growth, with a very ambitious project and with an extensive product roadmap, so now the borders between HANS areas are overlapping (but they will become clearer as the project evolves).
• Multidisciplinary. The operational tasks comprise more technical aspects (data exploitation, root cause analysis) and others more business/commercial.
• Knowledge in acquiring products and services, both in the physical world (payment terminals) and online (eCommerce technology products).
• Knowledge in processes of distribution of charges and reconciliations.
• Developing well with processes and tools for managing incidents. Identification of root causes, information reconciliations, proposal of remediation measures, etc.
• Used to working with very defined deadlines and meeting SLAs.

Soft Skills:

• Service vocation with a strong focus on the external and internal customer experience.
• Empathy oriented to understand user problems.
• Methodological thinking.
• Ability to manage crisis situations (serious incidents) calmly and effectively.
• Good communication skills with various interlocutors: link between Product and Technology teams, Business teams and outsourced functions in third parties.
• Decisive, autonomous, and proactive person.

Skills: Collaborating, Communication, Continuous Improvement, Empathy, Invoice Resolution, Payment Reconciliation, Payments Ecosystem (Acquiring), Payment Systems, Remediation, SLA Compliance, Taking Initiative