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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational workflow design and optimization, with a strong focus on AI and automation implementation in high-volume tech environments. Proficient in data analysis and compliance within regulated financial services, ensuring effective decision-making and continuous improvement.
Highest-signal resume keywords
Process OptimisationAI Tools ImplementationSQL ProficiencyOperational KPI FrameworkRegulated Financial Services Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process OptimisationData AnalysisSQLPythonMachine LearningApplied AIAutomationWorkflow AutomationContact Drivers AnalysisKPI Development
Soft Skills
Analytical SkillsSystems ThinkingCommunication Skills
Tools & Technologies
IntercomZendeskZapierMakeN8nBI Tools
Industry Keywords
FintechBankingE-commerceHigh-Volume Tech EnvironmentComplianceData ProtectionAML/CFTQuality ControlCustomer ExperienceContact Rate
Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Design and optimise end-to-end support operational workflows for speed, quality and efficiency
- Drive the roadmap and deployment of AI agents, chatbot deflection, intelligent routing, auto-tagging, macros and workflow automation
- Build and own the operational KPI framework, including contact rate, deflection, AHT, FRT, backlog, cost per contact, CSAT/NPS and QA scores
- Turn operational data into clear decisions
- Cooperate with Product and Engineering on integrations, data flows and internal tool development and optimisation
- Analyse contact drivers and work with Product, Engineering and Compliance to remove root causes
- Ensure AI and automation changes comply with complaints-handling, data-protection, AML/CFT and QC/QA obligations
- Work closely with Operation Managers and Performance Leads to build a culture of experimentation, measurement and continuous improvement
Requirements
What you’ll need- Background in operations, process excellence, business operations or a similar role, ideally in fintech, banking, e-commerce, marketplaces or another high-volume tech environment
- A track record of process optimisation with measurable results
- Hands-on experience putting automation and AI tools into production operations, such as LLM-based agents, chatbots, classification/routing models or workflow automation, and measuring what they deliver is strongly valued
- Strong analytical skills: comfortable with SQL and/or Python, spreadsheets and BI tools, and able to build your own analyses without waiting on a data team
- Systems thinking: you naturally look at inputs, outputs, failure points and feedback loops
- Excellent written and spoken English
- A background in machine learning, data science or applied AI (formal or self-taught)
- Experience in a regulated financial-services environment (EMI, payment institution, bank or CASP)
- Familiarity with Intercom, Zendesk or similar CX platforms, and with automation tools like Zapier, Make or n8n
- French and/or Portuguese
Benefits
Comp & perks- Competitive salary
- Private dental + health insurance
- The best tech for your job
- 25 days of paid holidays (excl. bank holidays)
- Option to work hybrid model
- Ability to work abroad for 4 months a year
- A high-ownership role where you’ll shape how a regulated fintech runs its operations at scale