B2B Operations Coordinator

Role Overview

• Lead the onboarding process for new B2B clients, from receipt of the commercial contract through to full activation on the Univers platform.
• Manage the contract signature and validation flow with Legal and the clients' legal representatives.
• Configure contract parameters in internal systems, including setup of discount campaigns, benefit policies and rules.
• Validate system behavior after configuration, ensuring all flows respond correctly before client activation.
• Conduct training sessions with client company managers on the use of the Manager Portal (portal for uploading beneficiary databases, financial monitoring and benefit utilization).
• Serve as second-level support for reconfiguration and contractual-edit requests coming from Customer Service (SAC) or from issues raised directly with the commercial team.
• Manage contract amendment flows in partnership with Legal, ensuring compliance and agility in changes.
• Act as the client point of contact in critical situations, representing the company with confidence and decisiveness.
• Identify and report systemic issues to the Technology team when the platform does not behave according to configuration.
• Support upsell and cross-sell processes, adapting configurations according to new conditions negotiated by the commercial team.
• Desired experience: experience in defining processes, monitoring processes and service SLAs, managing metrics and people.
• Quality control and inventory management;
• Team supervision;
• Flow planning and management;
• KPI management;
• Operational safety assurance;
• Quality control and inventory;

Requirements

• Bachelor's degree completed.
• Intermediate/advanced Excel proficiency for operational control and indicator monitoring, and experience using BI tools as an indicator visualization user.
• Ability to create and critically analyze performance indicators (operational KPIs, SLAs, TAT, rework rate, etc.).
• Ability to read, interpret, critique and propose improvements to operational flows and processes.
• Experience with process mapping and documentation (BPMN, flowcharts, SOPs).
• Preferred: experience with Salesforce used as the primary operational management tool for tracking contracts and tickets.
• Process and flow orientation: discipline to follow and improve procedures, ensuring operational consistency.
• Analytical mindset: ability to understand a complex environment such as PBM and make well-founded decisions.
• Resilience and emotional maturity; ability to interact with different corporate clients.
• Clear and objective communication: ability to navigate between technical (IT, Legal) and commercial/client languages without losing clarity.
• Cross-functional collaboration: able to work with multiple areas (commercial, customer service, Legal, IT) with fluency and ownership.
• Experience in B2B contract management: reading, interpreting and managing contract amendments.
• Experience in B2B environments with multiple stakeholders (commercial, Legal, client, IT).
• Knowledge of the PBM sector, health plans or corporate benefits.
• Familiarity with Lean and/or Six Sigma methodologies; Belt certification (White, Yellow or Green) is a relevant differentiator.

Benefits

• Profit sharing (PLR)
• Flexible schedule
• Hybrid working model 4x1 (4 days on-site / 1 remote)
• On-site cafeteria
• Transportation allowance
• 3%
• Free shuttle service departing from Osasco bus terminal, Lapa station (Line 7 Rubi) and the Butantã, Tatuapé and Santo Amaro metro stations
• Medical plan (monthly payroll contribution + co-payment)
• Dental plan
• ID Conecta – telemedicine at no cost for the employee
• Pharmacy benefit
• Therapy
• Physical health and wellness platforms
• Life insurance
• Wellhub
• On-site gym at headquarters/campus
• RD University
• NiveRD – day off
• Christmas gift basket