Want to be part of the change?

Then, you’re in the right place. Our ambition is to build a sustainable future for our clients and our teams… But we can’t do that without you!

By joining BNP Paribas Personal Finance, take part in our great transformation towards building a more sustainable world. We are committed to promoting access to more responsible and sustainable consumption, to support our customers and partners.

To achieve this, we implement concrete actions, not only in the way we develop our business and enhance our sustainable growth, with the ambition to reduce our environmental footprint, but also in the way we support those who need it most.

HEAD OF OPERATIONS

SE.T IBERIA

#operations#mutualization#mobility#collections#

In concrete terms, your daily life

The head of Operations will build up a team based in Porto (mainly) and Madrid, ensuring compliance with internal policies and external regulations, and drive continuous improvement to enhance service quality and efficiency.

Will oversee and manage the development of the Operations delivery activity:

· Direct servicing of countries: Collections and possibly other areas of value chain

· Mutualization of niche services across countries with a strong ambition of quality and efficiency:

ü Operations for Mobility (eg: Ops Stock financing, already started with 16 FTE)

ü KYIS

ü Cyber fraud

As a member of SE.T Management Team, the Head of Operations must put in place practices to streamline the management and communication between both countries, such as: SLA between Cetelem PT and IDRAS, invoicing model from Cetelem PT to IDRAS and vice-versa. 

KEY RESPONSIBILITIES

Business development

· Identifies development opportunities on Operations for SE.T Iberia, considering the respective positioning of CE.T Romania and SE.T Iberia

· Acts as a change agent, facilitating the adoption of SE.T Iberia Ops services

· Actively benchmarks with other internal and external Ops shared services centers

New services set up

· Acts as the primary point of contact for PF OBS teams in the design of new operating services. Coordinates contribution of SE.T Iberia experts and ensures appropriate validation & steering from Provider side.

· Coordinates the implementation of new services on Provider side.

· Implement a suitable sourcing strategy, in full alignment with the Group

Service Optimization

· Optimize resources & servicing costs

· Be creative and design options to invoice the customer

· Be a partner of other SET Iberia IT and Data managers to promote optimizations and innovation by exploring AI

Service Management

· Manages service level agreements (SLAs) with clients and providers and ensure adherence to agreed-upon standards.

· Fosters collaboration and transparency by organizing regular governance meetings with key stakeholders to review performance, addresses challenges, and aligns on priorities, as per PF SSC client governance.

· Serves as the primary point of contact for internal Operations customers and ensure their needs are met.

· Drives continuous improvement initiatives to enhance productivity and improve customer satisfaction.

· Develops connections with Cetelem PT to ensure SE.T Iberia teams benefit from the expertise of local Ops teams.

· Responsible and Accountable for the P&L of all activities in the perimeter

Team Leadership and Development

· Designs and implements SE.T Iberia Operations organization.

· Makes sure this new Department develops a strong sense of belonging to SE.T Iberia.

· Recruits, trains and mentors SE.T Iberia Ops Delivery managers fostering a culture of accountability, collaboration, and continuous improvement.

· Conducts performance evaluations and provides regular feedback to team members.

Support functions & Governance

· Coordinates the support functions provided by PF Portugal, ensuring full alignment with existing setup with PF Spain, including Service Level Agreement monitoring and reporting.

· Manages the P&L of all activities under his/her responsibility, taking part of yearly and quarterly budget updates.

· Manages resources, including internal collaborators and external consultants.

· Relies on BRM to ensure proper client governance is in place.

· Accountable for SLA Monitoring with Cetelem PT.

· Co responsible of the success of the collaboration between SE.T Iberia & Cetelem PT.

· Responsible for the Risks Management in the perimeter, according to risks management framework in force

Missions are important, but the team and the work environment too!

Welcome to BNP Paribas Personal Finance Urbo Building, in Senhora da Hora, Matosinhos, where you will join COO Scope and SE.T Iberia.

Established 8 years ago in Spain, SE.T Iberia is a shared services center recognized within Personal Finance for the quality of its delivery. Our teams are in Madrid (Spain), Lisboa and Porto (Portugal). 

Development of Operations delivery services is a strategic priority for SE. T Iberia with an ambition to grow to ~100 FTEs in 2 to 3 years.

You will be welcomed upon your arrival by your team and HR, with on-the-job training and networking. SE.T Iberia is a fast-growing company which offers professional development opportunities for experienced managers with an agile and entrepreneurial mindset. 

What do we have to offer you?

This is a very important topic that we’ll discuss together, based on your specific experience and education.

For now, we highlight the following benefits:

· Flexible Benefits Platform (benefit+): package that considers benefits in areas such as protection, education and well-being, and which always includes Health Insurance, extendable to your familiy, and Life Insurance

· Extra vacation days, up to 31, depending on seniority and volunteering

· Partnerships with thousands of entities that give access to some advantages (tourism, food, hospitality, fashion, technology...

· Personal Credit to employees, under advantageous conditions compared to the market

· Smart working policy

· 24-hour helpline available in case you need psychological, legal, financial/tax and psychosocial support

Are you our new Head of Operations?

Do you meet these requirements?

· At least 15 years in management of Operations teams & projects in Operations / value chain in PF environment

· International exposure

· Strong background in process optimization, service delivery, and stakeholder management.

You stand out for your ability to collaborate and work across the matrix (transversal work), for your experience in Team Management and your Leadership Skills?

Are you client focuses and able to handle multiple priorities? Additionally, you stand out for your entrepreneurial mindset and your ability to adapt and be resilient in a dynamic environment?

Are you committed to fostering a culture of continuous improvement?

At last, are you fluent in English and have an advanced knowledge of French?

If you answered yes to most of these questions and feel motivated to embrace this challenge, then you are our future Head of Operations 😊.

Look no further! You will work with smart teams who will share this challenge with you!

Please, send you CV in PDF, with the label “CV_FirstName_LastName”.

We look forward to your application!

Our commitments

BNP Paribas Personal Finance is an equal opportunity employer that is proud to provide equal employment opportunities to all job seekers. As a socially responsible company, we incorporate the principles of Diversity and Inclusion in our values and practices.

To achieve all our goals, we intend to attract, develop, and retain different profiles, assuming diversity as an enabler and differentiator of innovation, fundamental in our organization.

If you want to know more about our Company, Values and Projects, please follow this link.

What makes us proud as reference employer?

Top Employer Portugal and Top Employer Europe certification, for the eighth consecutive year;

93% of our employees identify BNP Paribas as a company with "an inclusive management that supports all kinds of differences (age, origins, sexual orientation ...)";

94% of employees identify with and benefit from the "Smart Working" policy, feeling comfortable in a hybrid work environment, and with the digital tools and workspaces available;

72% of our customers are promoters of our brand.

#LI-Hybrid

Why joining BNP Paribas? 

· Leading banking institution

BNP Paribas is the European Union’s leading bank, and key player in international banking. It operates in 63 countries and has nearly 183.000 employees, including more than 146.000 in Europe.

· Our presence in Portugal

In Portugal since 1985, BNP Paribas today has more than 8.700 employees, distributed across the Group's 10 business entities established in the country. Its presence also extends to 11 excellence centres providing value-added services to various countries where the BNP Paribas Group also operates.

· International reach 

Thanks to its international presence and regular and close collaboration among its different entities, BNP Paribas has the resources to support all clients with financing, investment, savings and protection solutions that help make their projects a success. BNP Paribas holds key positions in its three core operating divisions:   

• Retail Banking, a division that brings together all of the Group’s retail activities and specialised business lines;  
• Investment & Protection Services that include specialised businesses offering a wide range of savings, investment and protection services; 
• Corporate & Institutional Banking division that offers tailored financial solutions for corporate and institutional clients.

· Diversity and Inclusion commitment 

BNP Paribas is an equal opportunity employer and proud to provide equal employment opportunity to all job seekers. We are actively committed to ensuring that no individual is discriminated against on the grounds of age, disability, gender reassignment, marriage or civil partnership status, pregnancy and maternity/paternity, race, religion or belief, sex or sexual orientation. Equity and diversity are at the core of our recruitment policy because we believe that they foster creativity and efficiency, which in turn increase performance and productivity. We strive to reflect the society we live in, while keeping with the image of our clients.

· Commitment towards work/life balance

At BNP Paribas we care about our employees wellbeing and promote a culture of good integration between work and rest. We believe our employees have rich personal lives outside of work, being fundamental to be disconnected from work to recharge both physically and mentally. Only through this balance we may all be at our best while working.

· Remote Working Conditions

At BNP Paribas, we embrace a Smart Working framework based on trust, autonomy and collaboration. Within this framework, eligible employees can benefit from flexible remote working modalities adapted to our hybrid working environment. To guarantee a comfortable and efficient working set-up, eligible employees are provided with both the office and home equipment, are entitled to an equipment allowance and can benefit from exclusive partnerships to purchase additional equipment at reduced prices. 

To find out more on why you should join BNP Paribas visit https://bnpp.lk/why-BNP-Paribas-Portugal

* Please note that only applications submitted in English will be considered.