About the role

Responsible for quality improvement and process enhancement in financial products at Banco Daycoval. Collaborating with multiple departments to reduce complaints and improve customer experience.

Responsibilities

Act on continuous improvement and quality of product processes and customer journeys, identifying root causes of complaints and customer friction, proposing and monitoring actions with responsible areas (Product, Channels, Customer Service, Operations and IT via Product), with focus on reducing complaints in the Ombudsman, preventing recurrence, ensuring regulatory compliance and improving customer experience.
Conduct in-depth end-to-end analyses of Ombudsman processes, identifying bottlenecks, inefficiencies, risks and improvement opportunities.
Evaluate operational data, performance indicators and customer feedback to support diagnostics.
Prioritize initiatives based on impact, feasibility, risk and business return.
Lead structured root cause analyses using recognized market methodologies.
Assess operational, regulatory, financial and customer experience impacts before implementation.
Plan and lead medium- and high-complexity continuous improvement projects.
Define scope, schedule, success indicators and monitoring criteria.
Work collaboratively with areas such as Operations, Product, Customer Service, Technology, Quality and Compliance.
Monitor the execution of implemented actions, ensuring adherence to the plan and expected results.
Track indicators and ensure sustainability of improvements over time.
Establish governance for monitoring and standardization of processes.
Prepare management reports and executive presentations with analyses, recommendations and results.

Bachelor's degree in Business Administration, Engineering, Economics, Process Management or related fields.
Knowledge of financial products.
Proven experience in Continuous Improvement within Ombudsman / Quality / Processes / Customer Experience (CX).
Experience with process mapping tools and continuous improvement methodologies.
Knowledge of performance indicators (KPIs) and data analysis.
Postgraduate/MBA desirable: Process Management; Quality / Lean / Six Sigma; Customer Experience (CX); Project Management.
SQL.

Medical and Dental Insurance: Comprehensive coverage for quality medical and dental care.
Meal/Food Vouchers.
Life Insurance.
Childcare Assistance: Financial support to help balance work and family responsibilities.
Support for employees with a child with disabilities: Company commitment to the well-being and personal and professional development of employees and their families.
Enhanced Maternity and Paternity Leave: Comprehensive support for employees during important life events.
Profit Sharing (PLR): Financial recognition for your effort and contribution to the company's success.
Results Participation Program: Ongoing incentives to achieve individual and collective goals.
Education Support: Assistance for academic and professional development, investing in your growth.
Partner Discounts: Exclusive benefits on a variety of products and services through strategic partnerships.
Day Off: Flexibility with one paid day off to recharge and balance responsibilities.
TotalPass - Health Incentive: Access to a broad network of fitness activities, promoting an active and healthy lifestyle.
Workplace Exercise Program: Promoting well-being and motivation among our employees.