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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing operational teams, with a focus on KPIs, SLAs, and capacity planning. Proficient in fraud management, operational risk, and leveraging AI tools for workflow automation.
Highest-signal resume keywords
Team LeadershipKPI ManagementOperational Risk UnderstandingAI Tools UtilizationBilingual in French and English
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ManagementSLA ManagementFraud ManagementOperational Risk AnalysisCapacity PlanningDecision Making on High-Value CasesCross-Training ImplementationData ForecastingAutomation of WorkflowsChargeback Management
Soft Skills
CoachingCollaborationAnalytical ThinkingAdaptabilityCommunication
Tools & Technologies
AI ToolsOperational Workflow Automation
Industry Keywords
BankingPaymentsCard OperationsPSD2 ComplianceAML & Fraud
About the role
Key responsibilities & impact- Lead and grow a team of 7 people by setting expectations, coaching people at different levels, and implementing cross-training and backup rotations
- Own fraud, commercial and ATM disputes and Mastercard chargebacks within Mastercard and PSD2 rules
- Make decisions on complex or high-value cases
- Own KPIs and SLAs, forecast workload from live data, and manage spikes and absences by reprioritising
- Decide what moves to the BPO partner, automation, or AI-assisted analysis, and measure the results
- Collaborate with Customer Care, AML & Fraud, Risk & Compliance, Product, and Ops Engineering
- Report to Justine, Head of Banking Operations Payments
Requirements
What you’ll need- 3+ years of experience leading an operational team
- Ideally experience in banking, payments or card operations
- Experience owning KPIs and SLAs and planning capacity
- Analytical approach to ambiguous or high-value cases
- Understanding of operational risk and L1/L2 controls
- Daily use of AI tools
- Enjoy working with engineers to automate operational workflows
- Fluent in French and English
Benefits
Comp & perks- Every Qontoer gets unlimited access to the best AI tools
- Opportunity to work with AI dispute analysis, automatic alerts and bots
- Opportunity to own the full chargeback chain in-house from first to second presentment
- Direct impact on Qonto’s losses and customer trust
- Lead a diverse team of senior analysts