Outsourcing Operational Coordinator

BNP Paribas - Outsourcing Operational Coordinator

Do you want to work in a dynamic team in modern spaces in the center of Bratislava? Do you have experience in contact center operations, outsourcing or vendor management, and want to make sure drivers get great service from our outsourced partners? Then this position might be for you!

Brief description of our company - ARVAL COMPETENCE CENTER

We belong to the multinational bank group BNP Paribas and in Slovakia we operate as an organizational unit of Arval Slovakia since 2015. Our main task is to provide support to Arval BNP Paribas group entities. Arval BNP Paribas is a provider of operating leasing in 30 countries worldwide. The support we provide is associated with technical and financial support as well as with expertise, consulting, and outsourcing services. Moreover, we are present in all fields that are linked to operating leasing such as customer contact center, controlling, warranty, insured accidents, or back office. One unit of the company is composed of Department of Operations – call center, communication with drivers and technical department. The other one covers financial field such as complex accounting advisory.

What will be your main duties?

In our Driving Experience department, you will be responsible for the day-to-day operational management of our outsourced contact center partners. Your goal is to make sure they deliver high-quality, cost-effective and compliant services to drivers, in line with agreed SLAs (service level agreements), KPIs and company standards. In the transition period, you will be heavily involved in coordinating the re-outsourcing project, ensuring smooth knowledge transfer and infrastructure setup.

• Act as the main operational contact for our outsourced call center partners.
• Provide and maintain the information flow between Arval entities and the outsourced call center partners.
• Coordinate call center transaction activities, track milestones and manage operational risks during the vendor switch.
• Monitor vendor performance against SLAs and KPIs and prepare performance reports.
• Coordinate regular operational meetings and governance with vendors.
• Manage escalations and ensure timely resolution of critical issues.
• Ensure compliance with Arval processes, policies and regulatory requirements.
• Approve, evaluate and calibrate quality, ensuring alignment with corporate standards, without performing direct call monitoring.
• Collaborate with internal ACCB teams, teams in the countries (e.g. Account teams, Operations) and external vendors.
• Cooperate with key stakeholders and continuously improve processes within your defined scope.
• Support the implementation of process changes, new services and system updates.
• Maintain documentation such as work instructions (WIs), workflows and training materials.

We are looking for candidates with:

• Experience in the car leasing business or a related field, or equivalent experience.
• 5+ years of experience in contact center operations, outsourcing or vendor management.
• Strong analytical and reporting skills (Excel, BI tools such as Power BI / Tableau).
• Excellent communication, presentation and stakeholder management abilities.
• Good English, written and spoken. German (written and spoken) is an advantage.
• Strong organizational and coordination skills.
• Strategic thinking combined with the ability to execute operationally.
• A problem-solving and continuous improvement mindset.
• The ability to manage multiple stakeholders and priorities.
• Good understanding of contact center technologies, CRM systems and CX best practices.

We offer:

• Contract: full-time, fixed-term (with a possibility of prolongation)
• Salary: from 2000 euro brutto (the final salary will depend on a candidate's previous experience)

Benefits

• Team-buildings, Family day celebrations, Christmas party, Health Awareness day and other social occasions to celebrate the teamwork and Arval company culture
• Bonus salary
• Yearly salary review
• Cafeteria.sk benefit program
• Multisport Card for active free time
• Meal contribution - 8,00 euro of credit for every working day to cover the costs of lunch breaks
• 2 sick days per year
• Bonus vacation
• Home Office
• Flexible working hours
• Fruit Days – fresh fruits everyday delivered to the office
• Referral Bonus for recommending new employee
• Life insurance