Head of Operations

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 teamsBut 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:

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