European CSC Performance Analysis Business Partner

2 weeks ago

Bucharest, Bucureşti, Romania Provident Romania Full time €40,000 - €60,000 per year

Purpose of the role

In this international role, the candidate is responsible for providing detailed reporting and analysis for the European Home Credit markets in the KYC area. The candidate will actively participate in performance-related changes, ensuring timely delivery aligned with business needs, cost, and quality standards.

Key responsibilities include ensuring the stability of CSC performance, resolving incidents, and providing core analysis solutions for new business requirements. The candidate will standardize and optimize performance analysis on regional and European levels and support CSC operational budgets for performance optimization and issue resolution.

Here's what you will do:

  • Collaborate closely with the marketing department to build and deliver the CSC budget aligned with European strategy.
  • Challenge CSC Heads across European markets to improve performance using a deep understanding of KPIs and business results.
  • Advise local CSC teams with clear, actionable recommendations based on performance analysis.
  • Set performance benchmarks and provide regular reports (e.g., CSC BPR, complaints, performance calls).
  • Share best practices across markets and forecast weekly/monthly KPIs.
  • Ensure compliance with CSC KPIs and drive customer-centric culture and operational excellence.
  • Support CSC modernization and standardization across Europe.
  • Respect and apply company rules, policies, and procedures.

The Ideal Candidate

We are proud to be part of the Provident team and make a difference in our customers' lives. We want all new colleagues to feel the same. That's why we'll give you opportunities to grow, innovate, and make an impact.

What we expect from you:

Knowledge:

  • Strategy creation and delivery, especially in sales.
  • Expertise in commercial sales/service processes.
  • Performance analysis, budgeting, and forecasting.
  • Coaching and team development.
  • Change management tools and techniques.
  • Advanced English and a degree in finance, economics, or management.

Skills:

  • Advanced Excel and PowerPoint.
  • BI tools (e.g., COGNOS, Microsoft Reporting Services).
  • Strong analytical and communication skills.
  • Budgeting, coaching, and managing remote teams.
  • Ability to lead through change and develop talent.

Experience:

  • Contact center performance and strategy.
  • Business performance analysis in financial/CSC environments.
  • Budget creation and tracking.
  • Team leadership and motivation.

Other:

  • Financial professional qualification (desirable).

What's in it for you?

  • Annual bonus based on performance.
  • Medical subscription (Regina Maria or Medicover).
  • Meal vouchers (30 lei each).
  • Hybrid work model 1 month/year work from anywhere.
  • 21 vacation days 4 wellbeing days.
  • Extra days off for seniority and birthdays.
  • Financial benefits for special events.
  • Discounts at partners (Orange, Samsung, dental, banking).
  • Friendly office near Parcul Tineretului.

Development Programs:

  • Induction: 3-month onboarding with buddy support.
  • Mentoring: Sessions with professionals across domains.
  • Wellbeing: Social and networking events.
  • Training: Courses via Provident Academy, technical upskilling, and succession programs.

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