Customer Operations Specialist

Description

Summary: Drive digital transformation and process optimization in litigation and debt recovery through data analysis, automation, and AI solutions. Highlights: 1. Lead modernization and automation of workflows for efficiency 2. Utilize advanced analytics and AI for strategic decisions 3. Foster a culture of continuous improvement Location: Lisboa \- Portugal Salary: Competitive Type: Permanent Main Industry: Search Information Technology Jobs Other Industries \& Skills: Legal Advertiser: EDP Energias de Portugal S.A. Job ID: 133134237 Company: EDP Energias de Portugal S.A. Posted On: 28 June 2026 We are EDP, a global energy company present in around 29 markets with a particular emphasis on renewable energies. With more than 45 years of experience, we have been consolidating a relevant presence on the world energy scene based on the commitment to be all\-green by 2030, leading the energy transition. With more than 13,000 employees around the world, we are committed to using our energy and heart to drive a better tomorrow. What you will do: The candidate will map and quantify existing processes, delivering clear and data\-driven insights into operational performance, while driving the modernization and automation of workflows through digital and advanced analytics solutions to improve efficiency, reduce cycle times, and generate measurable cost savings. Key Responsibilities Data analysis and decision support style\="list\-style\-type:disc"\- * Analyse operational, financial, and legal recovery data to identify trends, patterns, deviations, and opportunities style\="list\-style\-type:disc"\- * Use analytical tools (Power BI, advanced Excel, SQL or similar) to generate actionable insights style\="list\-style\-type:disc"\- * Create dashboards and simple predictive models to support strategic decisions, such as: style\="list\-style\-type:circle"\- * recovery probability, style\="list\-style\-type:circle"\- * process prioritisation, style\="list\-style\-type:circle"\- * portfolio segmentation, style\="list\-style\-type:circle"\- * profitability assessment. style\="list\-style\-type:disc"\- * Provide clear, evidence\-based recommendations to support strategic and operational decisions Innovation and Digital Transformation style\="list\-style\-type:disc"\- * Identify automation opportunities (RPA, workflows, smart forms). style\="list\-style\-type:disc"\- * Support the implementation of tools such as RPA, workflow solutions, smart forms, AI\-based classification models, and advanced analytics solutions. style\="list\-style\-type:disc"\- * Contribute to the integration of Artificial Intelligence and data\-driven tools into litigation and debt recovery processes style\="list\-style\-type:disc"\- * Monitor market trends, best practices, and emerging technologies that may improve the performance of the area. style\="list\-style\-type:disc"\- * Proactively propose innovative solutions to reduce costs, increase productivity, and improve recovered amounts. Process mapping, analysis, and optimization style\="list\-style\-type:disc"\- * Map end\-to\-end processes, identifying bottlenecks, inefficiencies, and improvement opportunities. style\="list\-style\-type:disc"\- * Design future\-state processes (as\-is / to\-be) with a focus on efficiency, cost reduction, and shorter cycle times and improved recovery performance style\="list\-style\-type:disc"\- * Quantify process performance through operational and financial indicators style\="list\-style\-type:disc"\- * Identify root causes behind operational inefficiencies and propose practical improvement measures style\="list\-style\-type:disc"\- * Produce clear documentation: flowcharts, business cases, decision matrices, and performance KPIs. Functional requirements definition and writing style\="list\-style\-type:disc"\- * Translate business needs into detailed requirements for IT, data, and automation teams. style\="list\-style\-type:disc"\- * Support implementation, validation, and testing of new solutions or tools. style\="list\-style\-type:disc"\- * Act as a bridge between business teams and technical teams, ensuring that solutions are aligned with operational needs. style\="list\-style\-type:disc"\- * Support user acceptance testing and post\-implementation monitoring. Continuous Improvement Culture style\="list\-style\-type:disc"\- * Challenge existing practices constructively and promote a culture of continuous improvement. style\="list\-style\-type:disc"\- * Encourage data\-based decision\-making within the team. style\="list\-style\-type:disc"\- * Support change management initiatives and help embed new ways of working. style\="list\-style\-type:disc"\- * Contribute to increasing operational maturity, efficiency, and accountability across the Litigation and Debt Recovery area. Employment type: Full Time Work model: Hybrid Location: Lisbon What are we looking for style\="list\-style\-type:disc"\- * Strong critical thinking and ability to challenge the status quo style\="list\-style\-type:disc"\- * Structured thinking and problem\-solving orientation style\="list\-style\-type:disc"\- * Knowledge of Artificial Intelligence (AI) applications in operational contexts, such as case classification, predictive modelling for debt recovery probability, and workflow optimisation style\="list\-style\-type:disc"\- * Experience with data analytics tools (e.g., Power BI, SQL, Python, R) for creating dashboards, extracting insights, and supporting decisionmaking style\="list\-style\-type:disc"\- * Understanding of machine learning concepts and their application to portfolio segmentation, prioritisation of legal actions, and trend forecasting style\="list\-style\-type:disc"\- * Familiarity with process automation technologies (RPA, smart forms, integration platforms) style\="list\-style\-type:disc"\- * Ability to translate business challenges into data and AI requirements, collaborating effectively with data scientists, engineers, and IT teams style\="list\-style\-type:disc"\- * Ability to work independently, with initiative style\="list\-style\-type:disc"\- * Previous experience in Litigation, Debt Recovery, or regulated industries style\="list\-style\-type:disc"\- * Experience in automation or digital transformation or process improvement projects style\="list\-style\-type:disc"\- * Basic understanding of predictive models or machine learning concepts and their application to portfolio segmentation, prioritization of legal actions, and trend forecasting style\="list\-style\-type:disc"\- * Experience in cost optimization, operational efficiency, or profitability analysis. style\="list\-style\-type:disc"\- * Experience preparing business cases and supporting management decision\-making More than academic knowledge and technical skills, we are looking for ambitious people who are enthusiastic about the future and who bring human skills aligned with our purpose. Equal opportunities for all Our vision is that each person combines their unique characteristics and experiences to fulfill our mission of creating new energy for the planet. We are an inclusive employer, ensuring all candidates are treated fairly throughout the recruitment process. We welcome and value all people, and we are committed to fostering a sense of belonging for each person who is part of the EDP group. Need more reasons to apply? As a top employer we: style\="list\-style\-type:disc"\- * Empower our employees through a positive and innovative work environment that promotes collaboration and agile decision\-making; style\="list\-style\-type:disc"\- * Respect and value each person, providing a flexible, healthy, and inclusive workplace with a range of attractive benefits; style\="list\-style\-type:disc"\- * Provide a meaningful work experience and prepare our people for future challenges through different opportunities for development and internal mobility; Our efforts have resulted in several distinctions over time, highlighting the EDP group's strong positioning and its dedication and commitment to attracting and retaining the best talent: style\="list\-style\-type:disc"\- * Top employer certification by Top Employers Institute style\="list\-style\-type:disc"\- * Part of the Bloomberg Gender\-Equality Index style\="list\-style\-type:disc"\- * Global certification as a family\-responsible company by Fundación Másfamília style\="list\-style\-type:disc"\- * Top 100 Wor style\="list\-style\-type:disc"\- * kplaces by Houston Chronicle Discover our tips to enhance your performance during the recruitment process and apply until 08/07/2026 if you think you are the right fit for this opportunity.