Requirements Support Services Technician (37902)

Description

Position Summary: We are seeking a Requirements Support Services Technician to supervise and manage the Official Requests service, ensuring quality and regulatory compliance. Key Highlights: 1. Manages sensitive and confidential requests from official bodies. 2. Controls the quality and productivity of outsourced services. 3. Proposes improvements and efficiencies to optimize operations. **Reference:** 37902 **Vacancy:** ROL Operational Services – Quality Control Layer **Location:** Spain > Barcelona > Sant Cugat del Vallès **Organizational Levels:** Corporate Banking and Network > Commercial Organization and Productivity > Servicing > Origin Bank Operations and Services > Judicial Management Services **Multi-location possibility:** No (1\) **Remember to update your professional profile before submitting your application** **What we are looking for?** At present, we are seeking a Requirements Support Services Technician, with potential incorporation 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 activities 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 standard compliance. **Responsibilities:** * Manage sensitive or confidential requests received from Courts, Tribunals and other Official Bodies, ensuring their timely and accurate processing. * Monitor the execution of outsourced activities, ensuring compliance with established quality standards, deadlines, productivity levels and procedures. * Ensure proper management of account freezes resulting from official requests, verifying compliance within established 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 from the branch network and other involved third parties. * Propose process improvements and efficiencies to optimize operations and accelerate team management. * Maintain smooth relationships with internal clients to adapt the service to their needs and expectations. * Conduct quality audits to quantify and assess service performance. * Monitor service indicators and KPIs to ensure optimal performance levels. **What we value…** * Experience in judicial matters management, and more specifically in Official Requests management. * In-depth knowledge of the SIBIS environment is mandatory for internal candidates. * Proficiency in Excel and Word, and user-level knowledge of the rest of the Microsoft 365 (Office) suite. * Minimum 3 years’ experience in Official Requests management from Courts, Tribunals and Official Bodies. Experience in procedural management with courts is also desirable. *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 operations performed by servicing teams, whether internal or external. Conducts both ad hoc testing and overall monitoring of parameters or KPIs defined in service delivery. Provides feedback and input for continuous improvement in line with business standards and expectations. **Competencies** ---------------- 62 Process Management (End-to-End flow) 314 Product/Service Subject-Matter Expertise aligned with role 10 Data Analysis and Dashboard Interpretation 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 under the Banking Collective Agreement; only applications from this group will be accepted. (1\) Multi-location: refers to the job location and includes the possibility of working from any office or corporate center, regardless of the physical location associated with your position, while adhering to telework guidelines. **Remember to update your professional profile before submitting your application** Contact the Office for Attention and Listening (OAE) for any queries.