Customer Operations Supervisor Sales Network

About the role

We are one of the world's most important insurers, made up of positive, dynamic, and committed people who make things happen. We believe our diversity brings value to our teams, our culture, and our customers. We know that the best ideas and solutions come from inclusive environments where everyone feels seen, heard, and valued so that we can develop our full potential.

We have been recognized as one of the best places to work in Spain by the Forbes list and the Actualidad Económica ranking, and we have the best value proposition for everyone who is part of Aegon:

🤸♂️ We believe in flexibility through our hybrid work model: we offer the possibility of working remotely at least three days a week, as well as spending time in offices adapted to an agile methodology.

💃🏻 We help you achieve work-life balance and disconnect, with flexible working hours all year round and intensive working hours in the summer.

🥰 The best actions for your physical and mental well-being (free health insurance, physiotherapy in the office, healthy lifestyle initiatives, etc.) and a wide range of benefits and social advantages (the company makes a significant contribution to your pension plan, retirement savings insurance, flexible compensation, training support, Christmas gift, etc.).

🏔️ Development opportunities at all levels through cross-functional and international projects. We have recognition programs, variable compensation for everyone, and continuous feedback. Our management model is based on having quality conversations on a regular basis, where you will play a leading role.

💙 Culture: 87% of employees are proud to work at Aegon. We are an international, approachable, and empathetic company

The job opportunity of your life

Would you like to help people live their best life? That is what we do every day. We achieve this because we are a company of people who care for people, who are curious, connected to the reality around us, and focused on leaving the world a better place than we found it. We always learn from our customers and from other people.

We hope it excites you as much as it excites us!

At Aegon, we are looking to hire a Santander Sales Network Service Coordinator to lead an internal team responsible for providing support.

What you'll do

• Lead, accompany, and motivate the team, establishing clear objectives and promoting an environment of collaboration, trust, responsibility, and development.
• Organize and supervise the daily operations of the various service and management channels, ensuring compliance with service and quality levels.
• Drive the evolution and optimization of Contact Center tools, contributing to the improvement of productivity, service, and user experience indicators.
• Perform the monitoring and analysis of operational and quality indicators, identifying trends, deviations, root causes, and opportunities for improvement.
• Translate data and analysis conclusions into concrete action plans, monitoring their implementation and evaluating their impact.
• Supervise the quality of interactions and provide structured feedback to the team, fostering continuous improvement and people development.
• Manage incidents, complaints, and complex situations, guaranteeing an agile, coherent, and resolution-oriented response.
• Coordinate with commercial, technical, and operational areas to facilitate case resolution, optimize workflows, and reduce unnecessary escalations.
• Review and improve procedures, processes, and operational criteria, identifying opportunities to increase service efficiency and quality.
• Participate in the implementation and evolution of telephony, CRM, analytics, and management automation tools.
• Prepare content, presentations, and knowledge transfer sessions for different audiences, facilitating meetings and work sessions in a clear, dynamic, and results-oriented manner.
• Drive the responsible adoption of new technologies, automation, and Artificial Intelligence within the service.
• Travel occasionally when service needs require it.

What we're looking for

• At least 3 years of experience in coordinating operations teams, Contact Centers, customer service, or back office.
• Experience in people management and development, including individual monitoring, motivation, and feedback.
• Experience in the monitoring and analysis of operational and quality indicators, such as service levels, productivity, management times, dimensioning, resolution, satisfaction, and quality.
• Deep knowledge of Contact Center tools, preferably Genesys, and experience working with CRM tools.
• Analytical capacity to interpret data, detect deviations, and transform them into action and improvement plans.
• Excellent oral and written communication skills, as well as the ability to prepare content, presentations, and facilitate training sessions.
• Commercial profile, with an orientation toward the customer, results, and continuous improvement.
• Availability to travel.

Nice to have

• Experience with Salesforce, Power BI, Copilot, or other Artificial Intelligence tools will be valued, as well as knowledge of automation, agent assistants, and knowledge bases.
• Familiarity with omnichannel service models, self-service, and user experience improvement will be valued.
• Previous experience in the insurance sector and/or providing support to sales networks is desirable.
• English level is a plus.

Rueda Montero, Begoña