Back Office Manager

Description

Job Summary: This role ensures the implementation and continuous improvement of management systems to deliver high-quality service, optimizing administrative processes and guaranteeing communication and feedback with customers and collaborators. Key Highlights: 1. Manage continuous process improvement in Back Office BXB 2. Ensure communication and collaboration among teams and customers 3. Evaluate and ensure the implementation of technological tools **Spin is FEMSA’s business unit that enriches and simplifies people’s lives. It is a financial and digital solutions ecosystem that generates added value by helping our users and communities do more with their time and money. The Spin ecosystem comprises simple, agile, and accessible solutions that help our customers address everyday needs and earn rewards for doing so—such as the digital wallet Spin by OXXO, the loyalty program Spin Premia, and Spin Negocios, which offers various business solutions including NetPay and OXXO PAY.** **Job Responsibilities** * Ensure the implementation and continuity of the Integrated Work and Management System to deliver high-quality service to our customers, generating business value. Manage the evolution and continuous improvement (innovation and best practices) of processes within Back Office BXB through analysis to identify opportunities or innovative practices that generate business value, while sustaining efficiencies that prepare us for growth—elevating the level of efficiency, compliance, and quality of administrative activities. * Guarantee communication between the Back Office team and our customers by mapping, designing, evolving, and monitoring management rituals that enable direct dialogue and collaboration across operational, tactical, and strategic levels. * Ensure the existence of customer and collaborator feedback tools (CX, EX), such as satisfaction surveys, focus groups, etc., that * evaluate our service to capture opportunities for improvement and continuously enhance our processes and deliverables. * Evaluate technological systems/tools that could be implemented in Back Office BXB to make processes more efficient and agile, enabling cost reduction and/or delivery of higher-quality service. * Ensure access to relevant Back Office BXB information through the development, issuance, and evolution of key performance indicator "dashboards" to measure our operations and the trajectory of businesses related to the services we provide. * Guarantee an annual planning process for Back Office BXB aligned with business strategy and ensuring current and future customer needs are met. **Qualifications Required to Perform the Role** * Experience in administrative processes * Knowledge of reconciliation tools * ERP system knowledge * Process and clarification management At Spin, we are committed to building a diverse and inclusive workplace. We believe in equal opportunity and foster an environment free from discrimination based on race, national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.