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Urgent! Supervisor De Control Y Monitoreo Job Opening In Lima – Now Hiring Scotiabank

Supervisor De Control Y Monitoreo



Job description

ID de la solicitud :

Gracias por tu interés en ser parte de Scotia Contacto, apreciamos tu postulación.

Estamos en la búsqueda de personas con talento que quieran crecer y lograr los objetivos de nuestra organización.

Te deseamos mucho éxito dentro de este proceso

Supervisor De Control Y Monitoreo

Propósito

Lidera y supervisa al equipo de Control y Monitoreo del Centro de Experiencia al Cliente en Perú y garantiza que las estrategias de negocios, planes e iniciativas se lleven a cabo o se cumplan de conformidad con las normas, políticas y procedimientos internos vigentes.

Responsabilidades

  • Lidera y conduce una cultura centrada en el cliente para todo su equipo a fin de profundizar las relaciones con los clientes y aprovechar las amplias relaciones del Banco, así como sus sistemas y conocimientos.

  • Diseñar y desplegar el enfoque de calidad del Contact Center, identificando los aspectos y atributos claves de mayor impacto en la experiencia del cliente y negocio en coordinación con el Comité de Gerencia del Contact Center
  • Elaborar y asegurar la ejecución de los planes de acción para la mejora de experiencia del cliente, estableciendo compromisos y entregables con todas las áreas involucradas como parte del diagnóstico de causa raíz.

  • Planificar y dimensionar las cuotas de monitoreo mensual de los distintos negocios asegurando la cobertura y ejecución al 100% de los servicios y asesores de experiencia al cliente
  • Asegurar el correcto y completo registro de todas las ventas generadas desde la primera línea, validando la correcta ejecución de filtros y requisitos para el registro de ventas
  • Asegurar la correcta ejecución de todos los procesos y normativas por parte de la operación, a partir del monitoreo de todos los servicios y asesores y de la auditoría de los procesos clave del negocio
  • Comprende la cultura de riesgo del Banco y cómo debe considerarse el apetito de riesgo en las actividades y decisiones diarias.

  • Crea un entorno donde su equipo realiza operaciones eficaces y eficientes en sus áreas respectivas, a la vez que garantiza la idoneidad, el cumplimiento y la eficacia de los controles de negocios diarios a fin de cumplir con las obligaciones destinadas a reducir el riesgo operacional, el riesgo de incumplimiento reglamentario, el riesgo de lavado de dinero y de financiamiento al terrorismo y el riesgo de conducta, entre las que se incluyen las responsabilidades establecidas bajo el Marco de Gestión del Riesgo Operacional, el Marco de Gestión de Riesgo del Incumplimiento Reglamentario, el Manual Internacional de Prevención del Lavado de Dinero y Financiamiento al Terrorismo y las Pautas para la Conducta en los Negocios.

  • Promueve un entorno de alto desempeño e implementa una estrategia para la fuerza laboral que atrae, retiene, desarrolla y motiva a su equipo, y para lograr esto, fomenta un entorno laboral inclusivo, comunica la visión, los valores y la estrategia de negocios y maneja un plan de sucesión y desarrollo para el equipo.

Requisitos:

  • Estudios universitarios en carreras de Administración, Ingenierías, Economía, Estadística o carreras afines
  • Experiencia mínima de 02 años Supervisando equipos
  • Experiencia mínima de 02 años cómo gestor de calidad de atención telefónica
  • Experiencia en el sector finanzas y/o Retail

Ubicación: Peru : Lima : Lima

Agradecemos tu interés, sin embargo, únicamente los candidatos/as seleccionados para entrevista serán contactados.
**Scotia Contacto es una empresa incluyente, que respeta la diversidad y no hace ningún tipo de discriminación.

Nota: Todos los puestos que se publican en estarán disponibles durante al menos 5 días


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