Analyst managing initiatives for SMEs at BBVA. Responsible for project tracking and collaboration across teams in a prestigious banking institution.
About the role
- Analyzing performance indicators and insights for ALLOS' Shared Services Center. Collaborating on dashboard updates and operational improvements.
Responsibilities
- Act as a strategic partner to the management of the Shared Services Center (SSC), responsible for analyzing operational metrics, monitoring service performance and generating insights to support decision-making and continuous process improvement.
- Monitor and analyze SSC performance indicators (SLA, handling time, productivity, backlog, among others).
- Create and update performance dashboards and management reports; identify trends, bottlenecks and opportunities to improve operational processes.
- Support management with analyses, insights and actionable recommendations.
- Track ticket management, ensuring correct routing and compliance with deadlines.
- Support capacity, attendance and team availability management.
- Prepare management presentations and leadership support materials.
- Use BI, automation and AI tools to deepen analyses.
Requirements
- Bachelor's degree in Business Administration, Process Management, Technology or related fields.
- Experience in data analysis, performance metrics and management reporting.
- Intermediate to advanced Excel; experience with Power BI.
- Experience with ticketing/service management tools such as ServiceNow (desirable).
- Experience in a Shared Services Center or service operations environment (advantageous).
- PowerPoint: preparation of executive presentations.
- Experience using AI and analytics tools to support data analysis (e.g., models for pattern identification, forecasting and exploratory analysis) — a plus.
Benefits
- Meal voucher/allowance
- Transportation allowance/parking
- Health insurance
- Dental plan
- Life insurance
- Wellhub
- Birthday day off
- Saber Online (internal learning platform)
- Annual bonus.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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