Service Technical Project Manager

hace 1 mes

Madrid, España Tech Rise People A tiempo completo

The **Atradius Group** provides trade credit insurance, surety, and collections services worldwide, and has a presence through 160 offices in 52 countries. The products offered by Atradius protect companies around the world against the default risks associated with selling goods and services on credit. At Atradius, they believe in personal development and the Growth Mindset. Our Culture is based on teamwork, reliable accountability, constant improvement, and unrivaled service.

**Unit: IT Services**

**Location**: Madrid - Hybrid 20% Work from Office 80% Work from home**

**Job description**:
You play a pivotal role in ensuring seamless and efficient services within a complex international environment. You oversee the delivery of high-quality service while managing diverse operational aspects of the credit insurance institution.

**Our main Stakeholders are**:

- Group Finance
- Group Control
- Group Provisioning
- Internal and External Auditors
- Company C-Level

**The chain you’ll be involved in consists of several (modern) technologies, based on Azure Cloud Stack**:

- Azure Storage Gen2
- Azure Data Factory
- Databricks
- Spark - pyspark
- Kubernetes Services
- Oracle Golden Gate
- Power Bi
- GitHub
- Azure DevOps

**Responsibilities**:
**Service Delivery Oversight**:

- Develop and implement strategies to enhance service delivery across various Financial channels.
- Monitor service performance metrics and identify areas for improvement.
- Ensure compliance with regulatory standards and industry best practices in service delivery.
- Monitor the data loads and the jobs running within the big data platform

**Team Management**:

- Lead and supervise a diverse team of service representatives and operational staff.
- Foster a culture of excellence, teamwork, and continuous improvement within the service department.
- Provide coaching, guidance, and performance feedback to team members to enhance productivity and efficiency.


**Customer Relationship Management**:

- Cultivate strong relationships with key clients and stakeholders to understand their evolving needs and preferences.
- Address customer inquiries, concerns, and escalations in a timely and professional manner.
- Collaborate with other departments to develop customized solutions to meet client requirements.
- Participate and provide input in future roadmap discussions
- Provide guidance and be a sparring partner for continuous improvement.
- Translate dependencies between business and IT stakeholders

**Process Optimization**:

- Streamline operational processes and workflows to maximize efficiency and minimize operational risks.
- Implement technology-driven solutions to automate routine tasks and improve service delivery.
- Conduct regular audits and assessments to ensure adherence to internal controls and compliance standards
- Keep the documentation up-to-date on the data catalog, the Data architecture, Data flow diagrams, and Data Lineage amongst others


**Risk Management**:

- Identify potential risks and vulnerabilities in service delivery processes and systems.
- Stay abreast of emerging threats and industry trends to proactively address risk-related challenges.

**Performance Reporting**:

- Prepare and present comprehensive reports on service performance, key metrics, and operational KPIs.
- Analyze data trends and insights to inform decision-making and drive continuous improvement initiatives.
- Communicate findings and recommendations to senior management and relevant stakeholders.

**Skills and Experience**:

- Understanding of international Finance regulations, compliance requirements, and risk management practices.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in data analysis, reporting tools, and technology platforms used in banking operations.
- Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities effectively
- Demonstrated track record of driving process improvements and delivering exceptional customer service
- Excellent communication skills (written and verbal) and stakeholder management
- Effective IT data documentation skills.
- Curious and thinking out-of-the-box
- Ability to remove unneeded complexity without oversimplification
- Strong customer focus and demonstrated ability to work in geographically dispersed teams.
- Ability to work in a team environment and efficiently under pressure
- **Fluent in English, spoken and written**:

- **Willingness to travel**

**What do we offer?**
- A competitive salary.
- **Hybrid work, one day at the office 4 days from home**:

- A dynamic, international, and challenging work environment
- Training and support to reach your full potential including the opportunity for continuous professional development
- Attractive terms and conditions, including competitive salary, pension package, and a range of flexible benefits and rewards
- Challenging tasks with individual development and training opportunities.

**Interested?

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