Commercial and Service Manager

Vacancy: ROL Operations Services Business Support

We are currently looking for our future Commercial and Service Manager in Valencia.

Execute and administer operating procedures for the correct management of products and services linked to banking operations. This includes both the management of products contracted by customers across their entire catalog, as well as the management of the bank's own operations in its daily management of people (registrations, cancellations, etc.) and resources (real estate, contractual, supplies, etc.). Its correct management implies execution in accordance with the operating protocols established throughout its entire chain and sequence of tasks, monitoring service levels, and incorporating continuous improvement processes.

Your mission will be to manage the assigned client portfolio, in accordance with the Office Management and Commercial Policy, in order to ensure its profitability and consolidation. Control and supervise the administrative functioning of the Office, encourage new customer relationship models derived from the Transformation Plan within your team, executing administrative and Customer Service tasks, in accordance with the service requirements determined by the Business Unit to ensure that established regulations and procedures are respected.

Let's talk about the project...

• Plan and execute your commercial activity to ensure you meet your objectives, achieving the required profitability. Identify business opportunities and communicate the information to the Branch Management or the Acquisition Manager.
• Attend to clients and non-clients visiting the offices, as well as via telephone or electronically, to achieve their commercial objectives.
• Promote the referral of clients based on the propensity profile of day-to-day operations to digital channels and energize the use of new processes in the office.
• Ensure the offering of a good customer experience within your area of operation.
• Negotiate the price conditions of negotiable products, within the framework of the autonomy that corresponds to you, and forward those that exceed it to your superior.
• Analyze and inform the Office Director about the market response to our office's commercial and pricing policy.
• Control the operational/administrative compliance of agreements derived from commercial actions and risk operations, verifying the veracity of the data, application of guarantees and price conditions, and controlling possible variations over time.
• Control and analyze the use of cash in the till for daily operations, determining movements with the central cash, guaranteeing the coverage of service needs.
• Negotiate and carry out specific actions for the regularization of irregular investment, before it passes to litigation, with clients assigned to unmanaged portfolios.
• Perform the study of human, technical, and material resource needs to ensure the operational functioning of the office, optimizing resources, distributing tasks and workloads, and controlling the availability of employees according to service needs, sick leave, and vacations.
• Collaborate with commercial processes and transmit the business opportunities/weaknesses detected through the contacts established with clients daily.

Location: Valencia

Reference: 38849

62 Process Management (End to End flow)

314 Specialized product/service knowledge according to function

208 Written communication (reports, ppts, minutes, letters to customers or third parties,...)

276 Business Backlog: prioritization and governance

81 Fraud: methods (phishing, smishing etc.)

316 Administrative tasks: organization and management

110 Incident management and monitoring

286 Basic data exploitation (Excel, Access)

357 Conflict management techniques

356 Customer management platform (CRM, ticketing...)

359 Product management in corporate technological systems and platforms

48 Operational Risk