Product Operations Coordinator

Responsibilities

• Coordinate the execution of the shared services team’s activities, responsible for centralized account openings and customer record updates, ensuring process quality, efficiency and compliance.
• Ensure operational stability with a focus on service levels, productivity and the experience of members and cooperatives.
• Identify, prioritize and lead the implementation of continuous process improvements to achieve gains in efficiency, quality and cost reduction.
• Work collaboratively with business areas, technology teams and cooperatives, facilitating problem resolution and the enhancement of account and onboarding journeys.
• Manage and monitor operational metrics, ensuring visibility into performance, adherence to targets and guidance for corrective actions.
• Oversee governance of external service providers (BPO), monitoring performance, delivery quality, SLAs and contractual evolution.
• Identify opportunities and support process automation initiatives focused on operational simplification and technology adoption, including solutions using AI.
• Serve as a subject‑matter reference for accounts and customer records, contributing to the evolution of the member journey and to strategic initiatives across the organization.
• Lead the team, fostering development, engagement and alignment with business priorities.

Requirements

• Experience in operations management, preferably within financial services or in high‑scale/complex environments.
• Experience leading teams and managing performance.
• Experience managing external providers/third parties (BPO) and controlling SLAs.
• Ability to lead improvement and operational transformation initiatives.
• Pragmatic profile with a strong results and execution orientation.
• Systemic and business‑oriented mindset with the ability to work cross‑functionally.
• Strong influencing skills and the ability to engage with diverse stakeholders.
• Knowledge of processes related to current accounts, customer records or onboarding (advantageous).
• Experience or familiarity with automation initiatives and the use of technology/AI (advantageous).
• Bachelor's degree (postgraduate education desirable).