Act strategically in the analysis, review and continuous improvement of customer service and back-office processes;
Identify risks, bottlenecks and opportunities based on data, metrics and feedback from the Cooperatives;
Support governance of requests, focusing on prioritization, standardization and root cause resolution;
Contribute to aligning processes, authorities and best practices with Cooperatives and partner areas;
Support the evolution of products and services, generating business value and improving the member experience;
Act as a technical and strategic reference for teams, supporting leadership analyses and decisions

Bachelor's degree in Administration, Management, Engineering, Processes or related fields
Postgraduate degree is a plus (especially in management, customer experience or operations)
Advanced proficiency in Microsoft Office (Excel and PowerPoint)
Strong analytical skills, with the ability to read and interpret data
Experience in customer service, operations or services
Experience in process analysis and improvement
Ability to resolve complex requests autonomously
Systemic view of processes, customer journey and operational impacts
Clear, objective and empathetic communication
Proactivity and ownership of deliverables
Knowledge of performance indicators
Ability to positively influence the team, serving as a technical and behavioral reference

14th and 15th fixed monthly salaries
Profit-sharing (according to seniority)
Health and Dental plans with no co-payment
Well-being programs with Wellhub (formerly Gympass), Nutrition, Psychology, Occupational health, Massage, Running group and local gym;
Meal and Food allowances – with flexible % on VA/VR cards, no co-payment;
Extended maternity and paternity leave;
Daycare or nanny assistance for children up to 6 years and 11 months;
Assistance for children with disabilities, regardless of age;
Life insurance,
Private pension up to 8% of salary;
Training platform – Sicredi Aprende, with multiple courses;
40-hour workweek – using a time bank system;
Remote work allowance (except for positions requiring 100% on-site presence).

Analista de Atendimento SR – Cartões

Key skills