Analista Sênior de Processos e Automação

Accountabilities:: Map and document current processes across the Backoffice service pillars, including volumes, SLAs, bottlenecks, ownership, and service scope. Redesign processes with a focus on reducing manual effort, improving consistency, and maintaining effective SLA performance. Maintain and evolve the Backoffice service catalog, including scope, SLAs, and process ownership, in collaboration with the relevant specialist. Identify, prioritize, and implement or enable automation opportunities using RPA, generative AI, integrations, APIs, and other technologies for activities such as reporting, triage, routine responses, and reconciliation. Act as the bridge between operational business needs and available internal or market-based technology solutions. Build and maintain dashboards covering volumes, SLAs, and team capacity to support leadership decision-making. Apply impact, effort, and risk criteria to prioritize initiatives across service pillars and competing workstreams. Measure the impact of implemented process changes by establishing before-and-after performance indicators. Lead the mapping and gradual migration of selected activities from New Business and Product/CX into the Backoffice. Identify manual demands that could be transformed into Product backlog items and collaborate with Product and CX teams on potential solutions. Prepare and present data-driven proposals related to processes, automation, and headcount for leadership review. Support operational teams with process and prioritization decisions without taking ownership of recurring day-to-day operations. Requirements Experience as a Business Analyst, Business Development professional, Process Analyst, RevOps/BizOps specialist, Strategy or Operations professional, or consultant, with a proven track record of mapping, redesigning, or automating business processes. Experience in CS/Backoffice, benefits or HR operations, or HR technology environments is a strong advantage. Strong knowledge of process mapping and documentation methodologies, including BPMN, flowcharts, and SOPs. Advanced Excel or Google Sheets skills, combined with SQL experience for data analysis and KPI development. Experience creating BI dashboards and reports that actively support business decisions rather than simply presenting information. Practical experience with automation and AI tools such as n8n, RPA solutions, generative AI, API integrations, or similar technologies applied to business processes. Ability to structure business cases and prioritization proposals using impact, effort, and risk considerations. Strong critical thinking and business acumen, with the ability to challenge existing processes and identify opportunities for improvement. High degree of autonomy and confidence in researching, proposing, and defending process changes with leadership. Strong executive communication skills, with the ability to translate technical and operational analysis into clear business decisions. Excellent collaboration skills and the ability to work effectively across Specialist, Product, CX, and New Business teams. Comfort working with ambiguity and contributing to an evolving function where processes and responsibilities are still being developed. Benefits Full-time employment with a fully remote work model within Brazil. Flexibility to work remotely from anywhere in Brazil, subject to the role’s location requirements. Multi-benefit card covering categories such as meals, food, mobility, health, home office, culture, and education. Health insurance with no coparticipation, with available providers including Unimed, SulAmérica, and Alice. Access to online therapists and coaches through Zenklub for mental health support. Wellhub membership to support physical activity and wellbeing. Rosetta Stone partnership supporting language learning and development. Recharge Day / day off for personal wellbeing. Online medical consultations through Conexa Saúde. Childcare allowance. Access to Alura for professional learning and development. Work equipment provided. Opportunities for professional growth within a rapidly evolving organization. Although the role is remote, candidates should reside in São Paulo city or the metropolitan region and be available for occasional in-person participation in team events and client visits. Inclusive workplace with a stated commitment to welcoming people from underrepresented and minority groups.