BBVA is a global banking and financial services group working to modernize how people and businesses manage money. Its activities span corporate and investment banking, fintech, and digital banking, serving 71.5 million customers through technology-enabled financial solutions. With more than 121,000 employees, BBVA brings together expertise across banking, consulting, and marketing in a collaborative environment focused on innovation, digital transformation, and professional excellence.
BBVA Operations Engineer Associate II, AI Transformation and PQR Quality (Bogotá, Hybrid)
Support BBVA’s banking operations in Bogotá by managing PQR cases, quality, KPIs, and process transformation. Help oversee customer responses, regulatory reporting, operational suppliers, and service improvements.
Description
- Independently contribute operational and tactical expertise to the end-to-end PQR case process.
- Take part in working groups focused on PQR transformation, root-cause analysis, and mitigation.
- Continuously improve PQR processes.
- Monitor PQR information to identify patterns and spot emerging issues early.
- Prepare structured and unstructured reports.
- Create presentations for senior management, CODIR, and regulatory bodies.
- Track process compliance and quality KPIs.
- Monitor service-level agreements and manage operational suppliers.
- Provide functional support and training to different work groups.
- Flag incidents in the PQR management application.
- Prioritize the creation of response protocols for incidents affecting bank applications or products, limiting operational impact and disruption to PQR submissions.
- Apply legal concepts and terminology when responding to requests from institutions, oversight bodies, the Superintendency, the Ombudsman, and others.
- Apply RCP (Radical Customer Perspective) principles.
Requirements
- A degree in Business Administration, Industrial Engineering, Systems Engineering, Law, or a related field.
- Postgraduate study in Project Management, Big Data, Data Analytics, or Artificial Intelligence is valued.
- At least two years of financial-sector experience, particularly managing operational teams and customer service (SAC).
- Knowledge of SAC policies and procedures.
- Legal knowledge related to SAC procedures and financial consumer support.
- Knowledge of financial products and services.
- Experience or knowledge in supplier management.
- Knowledge of data analysis and dashboard creation in Looker Studio.
- Knowledge of artificial intelligence and creating or managing automation workflows is valued.
- Knowledge of creating, managing, and updating KPIs, service-level agreements, and strategies.
- Knowledge of operational model design and transformation.
- Strong reading comprehension.
- Information analysis skills, with analytical and strategic thinking.
- Communication, teamwork, decision-making, and problem-solving skills.
- Commitment to continuous learning, adaptability, proactivity, and planning.
Benefits
- A culture of continuous learning and knowledge sharing at BBVA.
- A diverse and inclusive team.
- Professional development and learning opportunities in technology and innovation.