BBVA Allianz - Operational Steering Manager

Description

Job Summary: BBVA Allianz is seeking an Operational Steering Manager for the OPERATIONAL STEERING team to monitor and report on operational activity, ensuring service quality. Key Highlights: 1. Be part of a dynamic team where your opinion matters. 2. Contribute to the analysis, monitoring, and control of key activities. 3. Opportunity to work at the operational heart of the business. BBVA Allianz – Operational Steering Manager BBVA Allianz is a dynamic company undergoing continuous transformation, where your opinion matters and where you are both part of and a protagonist in change. We listen to and value new ideas aligned with our purpose, driving us to remain the \#EmployerOfChoice \#4all. Would you like to work at your dream company? With your talent, you can help us make that dream a reality. Are you ready to take on the challenge? Join the OPERATIONAL STEERING team at BBVA Allianz, where you will have the opportunity to work at the operational heart of the business, directly contributing to the analysis, monitoring, and control of the partnership’s key activities. What will you do at BBVA Allianz? You will join the team responsible for monitoring and reporting on BBVA Allianz’s operational activity, ensuring service quality and data-driven decision-making. Your key responsibilities will include: * Reporting and tracking of incidents and complaints. * Monitoring of the bank’s contractual KPIs related to Incidents, Complaints, Contact Center, and Back Office. * Analysis, monitoring, and reporting of the Contact Center’s main indicators: * Call volume * Abandonment rate * Service level * Forecasting and monitoring of Contact Center activity. * Preparation of corporate presentations for various committees. * Extraction, analysis, and reporting of NPS. * Management and reporting of information related to the Bank’s RCP project. * Reporting for Allianz Group and external entities such as ICEA. What does BBVA Allianz need from you? We are looking for a highly autonomous individual with strong analytical skills and attention to detail: * Advanced proficiency in Office tools (especially Excel). * Strong capacity for learning and rapid adaptation to new environments and tools. * Excellent oral and written communication skills. * Proactivity and ability to anticipate incidents and needs. * Prior experience or knowledge in the insurance sector is desirable. What does BBVA Allianz offer you? Being part of the Allianz family gives you access to a wide range of benefits designed for your wellbeing and professional development: * Exclusive insurance discounts for you and your loved ones. * Preferential conditions for purchasing shares of the Group. * Comprehensive wellbeing: * Meal allowances and remote work options * Healthy menus in BCN and MAD * Sports clubs and our Allianz Olympics every four years * Flexible working hours and a hybrid work model. * Modern offices designed for collaboration and comfort. * Access to our internal ChatGPT. * Continuous training programs and You Learn, We Pay. * Wellhub subscription to keep you active. * Free fruit and snacks in the office. * Possibility to work abroad for up to 25 days per year. * Additional benefits for employees with disabilities or immediate family members with disabilities, including free support services and a €1,500 contribution in the first payroll upon verification of your disability. \[please translate into your local language] 94382 \| Operations \| Professional / Senior \| Non\-Executive \| Allianz Spain \| Full\-time \| Temporary Allianz Group is one of the world’s most trusted insurance and asset management companies. Our care for our employees, their ambitions, dreams, and challenges is what makes us a unique employer. Together, we can create an environment where everyone feels empowered and confident enough to explore, grow, and shape a better future for our customers and the world around us. **At Allianz, we believe in unity:** we believe a united world is a more prosperous world, and we are committed to consistently supporting equal opportunities for all. The foundation of this is our inclusive workplace, where people and performance matter, and where a culture based on integrity, fairness, inclusion, and trust is cultivated. Therefore, we welcome applications regardless of ethnic or cultural background, age, gender, nationality, religion, social class, disability, sexual orientation, or any other characteristic protected by applicable local laws and regulations. Great to have you on board. Let's care for tomorrow. **Note:** Diverse strengths, experiences, perspectives, and approaches are an integral part of Allianz’s corporate culture. One way to achieve this is through regular rotation of Allianz executives across functions, Allianz entities, and geographic areas. Therefore, the company expects general openness and high motivation from its employees to regularly change positions and accumulate experience within the Allianz Group.