Collaborating with all areas within Trustpair, our Operations team covers 2 main missions :
- KYS (Know your supplier) : processing detailed checks on our clients’ suppliers by collecting contact information and reaching out to them directly - This approach compliments Trustpair’s automated data workflows and risk assessment models, and strengthens our ability to prevent fraud.
- Level 1 Support : providing our clients with functional assistance in their day-to-day usage and understanding of the platform
Within the KYS area, we are opening a new Operations Manager position, in charge of managing and coaching specifically the team reaching out to suppliers (by phone and email) to confirm their bank accounts. The team is currently composed of 8 people, but is growing steadily and is expected to double up by the end of the year.
Missions
You will work closely with the other Operations Manager (responsible for High Risk, Contact collection and Level 1 Support areas) and be directly mentored by our Head of Operations to work on the following challenges :
- Organise the team’s work on a daily basis, allocating responsibilities and ensuring daily volumes are handled within performance standards defined ;
- Directly manage, assess and coach the team members, relying on your skills, experience and empathy to create a positive environment helping them reach their full potential ;
- Carefully recruit and onboard new team members to ensure team growth matches our client & suppliers volumes progression ;
- Create and maintain clear processes and their supporting documentation ;
- Continuously improve and optimize the team’s processes, organisation and tools, leveraging your experience and knowledge ;
- Work in collaboration with the Operations Project Team and an external partner (to be identified) to set up an offshore platform helping us manage reachout campaigns for non-complex KYS - complimenting an internal team focusing on more complex KYS ;
- Track and manage the team’s KPIs - both regarding internal and offshore teams ;
- Arbitrate on potential new issues / operational cases that might arise, and be available to answer the team’s questions ;
- Liaise with other teams (Customer Support, Sales, Product, Tech, etc…) to ensure smooth communication and alignment between all stakeholders at Trustpair