**Excited to grow your career?** 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. **Learn more about the area:** **"The job posting will be open until 23:59 on 9/28"** **HANS FACTORY** is a BBVA Spain project aimed at revolutionizing the bank's acquiring products, currently in the building phase. Operations is the area responsible for ensuring that we correctly define all business processes of the company so they operate efficiently and deliver excellent service to our customers. Additionally, Operations ensures proper execution by supervising automated processes, carrying out non-automated operational tasks, and coordinating activities with third-party providers involved in our processes. We are seeking an **Operations Specialist for the HANS FACTORY team**. This person will be responsible for operational tasks within one or more business processes of the company (resolving incidents in digital customer onboarding, transaction reconciliation and settlement, managing chargebacks, contractual condition changes, etc.), ensuring timely and accurate execution. They will also identify improvements within their area of responsibility, and collaborate with Product and Technology teams in defining new business and product processes. Responsibilities: Execution of operational tasks within the business processes under their responsibility, including but not limited to: * Supervising the correct daily execution of the company's automated operational processes. * Acting as point of contact with third parties involved in managing operational processes within their scope of responsibility. * Monitoring and resolving incidents within their area of responsibility. * Monitoring, identifying case patterns, and proposing improvement initiatives to mitigate operational incidents affecting the payment platform's acceptance rate. * Performing analysis on operational data to identify behavioral patterns and opportunities to enhance our Customers' experience. * Supporting the definition and continuous improvement of processes. **About the job:** We are looking for someone who meets the following requirements: Knowledge and skills: * Entrepreneurial mindset. We are a small company in rapid growth, with a highly ambitious project and an extensive product roadmap, so area boundaries within HANS currently overlap (although they will become clearer as the project evolves). * Multidisciplinary profile. Operational tasks include more technical aspects (data exploitation, root cause analysis) and others more oriented toward business/commercial areas. * Knowledge of acquiring products and services, both physical (payment terminals) and online (eCommerce product technologies). * Familiarity with payment distribution and reconciliation processes. * Experience working with incident management processes and tools. Root cause identification, data balancing, remediation measures proposal, etc. * Accustomed to working with tight deadlines and meeting SLAs. Soft Skills : * Strong service orientation with a focus on external and internal customer experience. * Empathy-driven approach to understanding user issues. * Methodical thinking. * Ability to calmly and effectively manage crisis situations (critical incidents). * Strong communication skills when interacting with diverse stakeholders: acting as a bridge between Product and Technology teams, Business teams, and outsourced functions. * Solution-oriented, autonomous, and proactive individual. **Skills:** Collaborating, Communication, Continuous Improvement, Empathy, Invoice Resolution, Payment Reconciliation, Payments ecosystem (acquiring), Payment Systems, Remediation, SLA Compliance, Taking Initiative