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Position Summary: We are seeking a professional to administer, orchestrate, and manage the ecosystem for resolving claims and requests, driving continuous improvement and enhancing customer experience. Key Highlights: 1. Administration and orchestration of claim and request resolution. 2. Leadership in optimizing and automating PQR processes. 3. Development of competencies and support for the team. **Job Description** ---------------------- Administer, orchestrate, and manage the ecosystem for resolving claims and requests. Orchestrate the operational flow of claims and requests between frontline staff and resolution departments. // Continuously monitor resolution KPIs and gap-closure action plans. // Coordinate the receipt, management, analysis, and response to petitions, complaints, and claims received via service channels; additionally, generate alerts to the channel for PQRs that should not have been submitted or should have been resolved during first contact. // Coordinate with various resolution departments on investigation, management, and response, ensuring timely responses prior to SLA expiration to meet SLA commitments and improve customer experience. // Manage and implement automation projects in back-office processes (RPA, AI). // Support the team by delivering clear procedures, necessary training, tools, and best practices for service delivery, while also developing and strengthening the competencies of the assigned team. // Drive initiatives focused on optimization, automation, and continuous improvement in PQR-related processes. // Lead claims-oriented projects and initiatives aimed at improving customer experience and reducing incoming claims and requests. // Coordinate, supervise, and distribute the operational workload among analysts, monitoring achievement of departmental goals and KPIs. // Conduct and coordinate quality assurance tests on new developments, integrations, and system enhancements used in PQR management. // Promote and support service channels to improve First Contact Resolution (FCR) efficiency and prevent unnecessary submission of PQRs. **Candidate Requirements** -------------------------- * Bachelor’s degree in Industrial Engineering, Business Administration, or related fields. * + Preferred specialization in Process Management, Operations, Strategy, or Customer Experience. * Over 5 years of experience in service operations (Ops), PQR management, and cross-departmental collaboration to achieve objectives. **Selection Process** ------------------------ Our selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to this position. 2\. Check your email. 3\. Log into Aira and respond to the requested questions and/or assessments. If your profile matches our requirements, we will contact you via email (through Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 88,000 people who work every day toward our shared Purpose — Simplify and Enjoy Life More. We operate across 9 countries and comprise five major brands spanning diverse industries: Falabella Retail, Sodimac, Banco Falabella, Tottus, and Mallplaza. Each brand shapes who we are, and together — as One Team — we strive daily to reinvent ourselves and exceed our customers’ expectations. A team full of dreams that makes things happen. We dare to launch, innovate, take risks, and create opportunities — enabling us to remain at the forefront and continuously reinvent ourselves to deliver the best shopping experience at every touchpoint with us.
