Operations Manager

Description

BNP PARIBAS GROUP BNP Paribas Group is the leading bank in the European Union and one of the most important internationally. We employ nearly 185\.000 people across 65 countries. In Spain, we have over 5\.100 employees operating across 13 business lines. NICKEL Nickel is a startup belonging to BNP Paribas Group. We are a company with a clear purpose: our mission is to fight financial exclusion through a simple, in-person, and accessible service. Nickel offers an account open to everyone, without income requirements or mandatory ties to other products. We already have nearly 880 employees in Paris, Nantes, Madrid, Lisbon, Brussels, and Berlin, in a young, dynamic, and multicultural environment! What do we do? We offer a payment account with a national IBAN and a Mastercard debit card that customers can open at a lottery outlet or tobacconist shop without leaving their neighborhood. This unique business model already serves over 4 million customers and more than 12\.000 points of sale. In Spain, Nickel launched in 2021\. We are currently experiencing rapid growth and already operate 2\.500 Nickel points nationwide. If you want to be part of this exciting journey, keep reading. ABOUT THE POSITION MISSION We seek versatile individuals with knowledge of the financial sector who wish to develop professionally as part of the Operations team, performing both Front- and Back-office administrative tasks. **Front:** You will assist our Customers or Nickel Points in resolving queries, complaints, and incidents; and contribute to our entity’s growth. **Back:** Document management, application of controls, liaison with public authorities and administrations (handling requests, seizures, insolvency proceedings), database cleansing. We seek individuals who enjoy their work and colleagues, are results-oriented, and wish to join a challenging project within an international environment. RESPONSIBILITIES Contact with internal and external stakeholders; the objective of this position is to address departmental priorities according to operational needs, such as: * Responding to and handling requests from Customers or Points of Sale. * Telephone campaigns: contacting prospects for acquisition or analyzing prospect portfolios to assess needs. * Back-office administrative tasks. * Specific assignments: database cleansing, testing new tool developments. All activities must comply strictly with our internal procedures and controls. * Ensuring proper handling and resolution of requests or complaints received via various communication channels. * Promoting all our services. * Contributing to achieving our quality and productivity goals. * Analyzing, monitoring compliance, and tracking files—identifying and escalating any irregularities. * Performing administrative and control-related tasks. * Proactively identifying and participating in process improvements. * Participating, upon request by the manager, in cross-functional projects linked to our operations. REQUIREMENTS Active listening. Customer orientation. Collaboration ability / Teamwork. Attention to detail / Rigor. Creativity and innovation / Problem solving. **Languages: Not required**, but English and/or French are advantageous. COMPETENCIES Technical Microsoft Office tools. **Transversal & Behavioral:** Ability to develop and adapt processes. Ability to understand, explain, and support change. Ability to develop others and enhance their skills. BENEFITS * Meal allowance and transportation allowance. * Pension plan. * Health insurance. * Life insurance. * Training programs, career development plans, and internal mobility opportunities—not only nationally but also internationally, thanks to our presence in multiple countries. * Group-level Diversity and Inclusion Committee ensuring an inclusive workplace. Over recent years, several employee communities have been established, organizing awareness-raising initiatives around diversity and inclusion (PRIDE, We Generations, and MixCity). * Corporate volunteering program (1 Million Hours 2 Help), enabling employees to dedicate working hours to volunteering activities. * Flexible compensation plan. * Hybrid remote work model (47%). * 28 vacation days. Commitment to diversity and inclusion BNP Paribas Group in Spain is an equal opportunity employer and takes pride in offering equal employment opportunities to all job seekers. We actively commit to ensuring no individual is discriminated against on grounds of age, disability, gender reassignment, marital or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex, or sexual orientation. Fairness and diversity lie at the heart of our recruitment policy because we believe they foster creativity and efficiency, thereby enhancing performance and productivity. Therefore, where candidates possess equivalent qualifications and competencies for the role, preference will be given to the candidate of the underrepresented gender at that level. We strive to reflect the society in which we live and maintain alignment with our customers’ image.