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Our ambition is to build a sustainable future for our clients and our teams.
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 in how we develop our business and enhance sustainable growth, with the ambition to reduce our environmental footprint and to support those who need it most.Head of OperationsSE.T Iberia#operations #mutualization #mobility #collections
Role and locationIn concrete terms, the Head of Operations will build a team based mainly in Porto and Madrid, ensuring compliance with internal policies and external regulations, and drive continuous improvement to enhance service quality and efficiency.
The Head of Operations will oversee and manage the development of the Operations delivery activity, including direct servicing of countries (Collections and possibly other areas of the value chain) and mutualization of niche services across countries with a strong ambition for quality and efficiency.
Operations for Mobility (e.g., Ops Stock financing, already started with 16 FTE)
KYIS
Cyber fraud
The Head of Operations will also oversee business activities linked to Mobility stock financing, including product ownership and business support (reporting, process optimization, controls).
As a member of SE.T Management Team, the Head of Operations must implement practices to streamline management and communication between both countries (e.g., SLA between Cetelem PT and IDRAS, invoicing model between entities).
Key Responsibilities
Business development
Identifies development opportunities on Operations for SE.T Iberia, considering the positioning of CE.T Romania and SE.T Iberia
Acts as a change agent, facilitating the adoption of SE.T Iberia Ops services
Benchmarks with other internal and external Ops shared services centers
New services set up
Primary contact for PF OBS teams in the design of new operating services.
Coordinates SE.T Iberia experts and ensures validation and steering from the Provider side.
Coordinates implementation of new services on Provider side.
Implements a suitable sourcing strategy in full alignment with the Group.
Service Optimization
Optimize resources and servicing costs
Secure the setup to address local risks in cooperation with Cetelem PT
Design options to invoice the customer
Collaborate with SE.T Iberia IT and Data managers to promote optimizations and AI-enabled innovations
Service Management
Manage SLAs with clients and providers
Foster collaboration and governance meetings to review performance and priorities
Serve as primary contact for internal Operations customers
Drive continuous improvement to boost productivity and customer satisfaction
Develop connections with Cetelem PT for local expertise
Responsible and accountable for the P&L of all activities in the perimeter
Mobility business services management
Consolidate needs from countries and GBL Mobility for ISF and related tools
Manage and lead POs delegated to SE.T Iberia by GBL Mobility
Define a vision/roadmap for ISF and related tools with Central Mobility Tribe Lead
Collaborate with GBL Mobility and countries to support process and tool improvements, regulatory and technological requirements
Support new OEM integration on ISF
Improve reporting and data visualization for stock financing (ESG, data visualization) with GBL Mobility
Monitor customer satisfaction and propose improvements for ISF
Team Leadership and Development
Design and implement SE.T Iberia Operations organization
Foster a sense of belonging to SE.T Iberia
Recruit, train and mentor Ops Delivery managers; promote accountability and collaboration
Conduct performance evaluations and provide feedback
Support Functions & Governance
Establish governance and communication with Cetelem PT
Coordinate PF Portugal support functions with alignment to PF Spain
Manage the P&L and budget updates
Manage resources and rely on BRM for client governance
Ensure SLA monitoring with Cetelem PT and collaboration between SE.T Iberia & Cetelem PT
Risk management within the perimeter
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 SE.T Iberia and COO Scope.
SE.T Iberia is a fast-growing shared services center with teams in Madrid, Lisboa, and Porto.
The development of Operations delivery services is a strategic priority with a goal to reach ~100 FTEs in 2–3 years.
You will be welcomed by your team and HR, with on-the-job training and opportunities for professional development.
What we offer
This is a topic we discuss based on your experience and education.
Highlights include:
Flexible Benefits Platform (Health Insurance extended to family, Life Insurance)
Extra vacation days up to 31, depending on seniority and volunteering
Partnerships with thousands of entities for discounts
Personal credit to employees at advantageous conditions
Smart working policy
24-hour helpline for psychological, legal, financial/tax, and psychosocial support
Requirements
At least 15 years in management of Operations teams & projects in PF environment
International exposure
Strong background in process optimization, service delivery, and stakeholder management
Knowledge in automotive industry; expertise in stock financing is a plus
Experience in process design/optimization
Business orientation (service quality, client support)
Experience in project management
You stand out for your ability to collaborate across the matrix, team leadership, and leadership skills.
If you are client-focused with multi-priority capability, entrepreneurial mindset, adaptability, and resilience in a dynamic environment, you may be our candidate.
Fluency in English and advanced knowledge of French are preferred.
If you answer yes to most of these questions and feel motivated, please send your CV in PDF with the label "CV_FirstName_LastName."
We look forward to your application!
Company commitmentsBNP Paribas Personal Finance is an equal opportunity employer and is committed to diversity and inclusion.
We aim to attract, develop, and retain diverse profiles to foster innovation.
For more information about the company and its values, follow the provided link.
The organization emphasizes work/life balance and remote working options under a Smart Working framework.
Note: Only applications submitted in English will be considered.
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