Job DescriptionKey ResponsibilitiesReceive, log, and analyze reported incidents, maintaining a professional and client-focused approach.Evaluate the operational and financial impact of incidents, prioritize resolution, and implement corrective actions.Escalate complex incidents to appropriate technical or leadership teams when necessary.Maintain accurate documentation of incidents, including root causes, timelines, and final resolutions.Generate and present reports on KPIs such as response times, resolution rates, and financial implications.Partner with finance and accounting teams to identify and assess potential financial impacts (losses, risks, costs).Conduct post-incident analysis to identify process improvements and prevent recurrences.Communicate proactively with clients throughout the incident lifecycle, ensuring transparency and empathy.Recommend improvements in processes, systems, and training to strengthen incident management practices.Candidate ProfileEducation: Bachelor's degree in Finance, Accounting, Business Administration, or related fields.Experience:0-2 years in customer service, incident management, or financial analysis.Experience in corporate, outsourcing, or fintech environments preferred.Technical & Analytical Skills:Strong ability to diagnose, prioritize, and resolve incidents.Proficiency in preparing financial and operational reports.Familiarity with CRM platforms or ticketing systems (ITIL framework experience is a plus).Soft Skills:Excellent communication and interpersonal skills, both oral and written.Client-oriented mindset with empathy, patience, and problem-solving attitude.Ability to work under pressure and meet SLA-driven targets.Language Requirement:Fluent English (oral and written) - mandatory for cross-regional communication.Spanish or additional languages are a plus.Tools & Technology:Strong command of Excel, PowerPoint, and financial systems.Why Join BMA Group?Be part of a global consulting firm with innovative solutions in HR and outsourcing.Professional growth and continuous learning opportunities.Collaborative and multicultural work environment.Exposure to international clients and projects, with English as a core communication tool.
