BANAMEX - Digital Channels Management Associate Incident Analyst

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Job Overview

The Associate Product Analyst is an entry level position responsible for assisting, tracking and following up the actions that must be completed to solve incidents that impact customers on Mobile channel in an end to end process.

Is the link between operative areas, product/services, tech/development and production management in the incident management resolution process. 

Responsibilities:

• Gather documentation and evidence to fulfill control processes for incident management on Mobile channel.       
• Track every Mobile incident status, plans and actions to follow through the final solution
• Document every case to have metrics and analytics of most common errors.
• Serve as point of contact of multidisciplinary teams to analyze incident scenarios of occurrence
• Participate in cross-functional teams to analyze improvements that can be implemented in Mobile app as a result of the issues that the customers experience
• Elaborate incident status reports to senior Management.
• Coordinate areas to have SLAs of attention for problems that the products/systems originate to the channels.
• Ensure that the final analysis and actions solve customer’s issue.

Qualifications:

• 1-2 years of customer service experience
• English intermediate level.
• Customer centric perspective.
• Consistently demonstrates verbal communication and negotiation skills.
• Prioritize and gives order to multiple cases and follow up actions of each of them
• Provides alternatives and tries different ways to solve a problem
• Knowledge of digital channels and products rules
• Knowledge of different systems involved in how digital channels work, business, and operative areas relevant to the function.

Education:

• Bachelor’s degree/University degree

• Habilidades de negociación para lograr resultados en problemas que requieren la participación de múltiples áreas en un periodo de tiempo reducido.
• Capacidad para trabajar en equipo.
• Seguimiento puntual de acciones para lograr el análisis y la resolución definitiva de los incidentes.
• Liderazgo y proactividad para coordinar integralmente a todas las partes involucradas (canales, sistemas, productos y áreas operativas).
• Tolerancia a situaciones de presión y estrés.
• Gestión de crisis tecnológicas.
• Toma de decisiones bajo presión.
• Priorización de incidentes basada en impacto al cliente y al negocio.
• Comunicación ejecutiva.
• Coordinación transversal entre tecnología y negocio.
• Análisis de causa raíz.
• Orientación al servicio y experiencia del cliente.

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Job Family Group:

Product Management and Development

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Job Family:

Product Management

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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