Job Summary: We are seeking a Technical Support Specialist for Official Requests to supervise and manage tasks related to official requests, ensuring quality and regulatory compliance. Key Highlights: 1. Manages sensitive requests from Courts and Official Agencies. 2. Monitors the execution of outsourced activities and ensures quality. 3. Proposes process improvements to optimize operations. (1\) **Remember to update your professional profile before submitting your application** **What are we looking for?** At present, we are seeking a Technical Support Specialist for Official Requests, with the possibility of joining our teams in Sabadell, Alicante or Madrid, to take our business to the next level. **Your day-to-day responsibilities…** Supervise and manage all tasks related to the Official Requests service, including handling sensitive requests and supervising outsourced services—both procedurally and in terms of productivity. This involves managing incidents, controlling quality, and taking necessary actions to maintain performance within optimal margins. Additionally, training initiatives must be implemented and procedures adapted to current needs, always complying with applicable regulations and established procedures and protocols, thereby guaranteeing timely and accurate service delivery in line with required standards. **Responsibilities:** * Manage sensitive or confidential requests received from Courts, Tribunals and Official Agencies, ensuring their timely and proper processing. * Monitor the execution of outsourced activities, ensuring compliance with established quality standards, deadlines, productivity targets and procedures. * Monitor the correct handling of freezes resulting from official requests, ensuring compliance within stipulated deadlines. * Train internal and external agents, providing the necessary knowledge for effective management of assigned tasks. * Provide support to Legal Advisory Services in obtaining, reviewing and coordinating information and documentation originating from the network of offices and other involved third parties. * Propose process improvements and efficiencies to optimize operations and accelerate team management. * Maintain smooth communication with internal clients to adapt the service to their needs and expectations. * Conduct quality audits to quantify and evaluate service performance. * Monitor service indicators and KPIs to ensure optimal performance levels. **What we value…** * Experience in judicial matters management, particularly in managing Official Requests. * In-depth knowledge of the SIBIS environment is mandatory for internal candidates. * Proficiency in Excel and Word, as well as user-level knowledge of the rest of the Microsoft 365 (Office) suite. * Minimum 3 years’ experience in managing Official Requests from Courts, Tribunals and Official Agencies. Experience in procedural management involving courts is also valued. *Banco Sabadell is committed to fostering work environments where individuals are treated with respect and dignity, promoting the professional development of its workforce and ensuring equal opportunities in recruitment, training, and career advancement. We offer a workplace free from any discrimination based on gender, age, sexual orientation, religion, ethnicity, or any other personal or social circumstances.* *Banco Sabadell is part of the network of companies awarded the "Equality in the Workplace" distinction by the Ministry of Equality.* **Description** --------------- Responsible for reviewing and verifying the soundness and quality of operational activities carried out by servicing teams—both internal and external. Conducts both ad-hoc testing and overall monitoring of defined service delivery parameters or KPIs. Provides feedback and constructive input to support continuous improvement aligned with the business standards and expectations served. **Competencies** ---------------- 62 Process Management (End-to-End flow) 314 Product/Service expertise relevant to role 10 Data analysis and understanding of dashboards 61 Supplier Management 51 Management control and indicators (KPIs, SLAs), dashboard design and monitoring 57 Project Management 286 Basic data exploitation (Excel, Access) 357 Conflict management techniques 356 Customer management platforms (CRM, ticketing…) 54 Digital Transformation 50 Internal audit techniques (risk assessment, root cause analysis, internal control effectiveness analysis…) 382 Organizational negotiation Note: This vacancy is an internal opportunity exclusively targeted at employees covered under the Banking Collective Agreement; therefore, only applications from this group will be accepted. (1\) Multi-location: refers to the job location and allows working from any office or corporate center within the network, irrespective of the physical location associated with your position, while adhering to teleworking guidelines. **Remember to update your professional profile before submitting your application** Contact the Office of Attention and Listening (OAE) for any inquiries.