Operations Manager - Customer Service F/H

Résumé du poste
Salaire : Non spécifié
Télétravail non autorisé
Expérience : > 1 an
Compétences & expertises
Gestion de projets


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Le poste

Descriptif du poste

Founded in 2013, Lydia Solutions has rapidly become the benchmark for payments between friends. The French fintech has built up a strong reputation thanks to this feature and now has more than 7 million users.

Now, Lydia Solutions is taking things to the next level: after launching our new Lydia application in early April, 100% dedicated to friend-to-friend payments and savings accounts, we are now unveiling our new application: Sumeria. It's the start of a new era, where we're determined to create a banking experience that customers want.

Part of our growth strategy is centered around attracting top talent to help us nurture our ongoing success. We are now looking for our new Operations Manager for our Customer Service Team.

One of the key pillars of Lydia’s strategy to part from competition is to put the customer at the center of all we do. To ensure operational excellence and continuous improvement, we are recruiting a second Operation Manager for our CS operations.

The position is physically based in our Paris headquarters.

What you will do:

Reporting to our Senior VP Customer Knowledge and Service, you will work closely with him and Customer Service leaders to:

  • Improve the Customer Experience from its operational point of view;

  • Take the lead and ownership on operational projects around efficiency, productivity and continuous improvements for our Customer Service operations;

  • Identify potential innovations or existing frictions, propose proactively improvement areas - then document and implement the operational improvements;

  • Help the Vertical Lead in monitoring operations on their perimeter;

  • Work closely with the Head of Internal Customer Service and the Head of External Customer Service to improve quality and efficiency of our Customer Service Advisors;

  • Improve and manage tools used by operational teams in order to strengthen efficiency, communication and controls;

  • Contribute to provide a top-notch user experience whichever the channel (multi-channel approach);

  • Be a bridge between Operation and tech.

  • You are in the right place if:

  • You have preferably 1 to 3 years of experience in a scale-up and / or in a consulting firm but the position can be open for a first job if you can prove long internships experiences relevant to this position;

  • You have strong knowledge in project management;

  • You have a good understanding of SQL language;

  • You know how to collaborate with technical teams on product development projects;

  • You are relentlessly finding pragmatic solutions and know how to make consensus;

  • You speak english and french fluently (oral and written);

  • You are a positive, energical, hard working and tolerant person.

  • Recruitment Process:

  • Phone interview with a Talent Acquisition Specialist ;

  • 15 minutes phone exchange with the William Brulin (Senior VP) to determine if the position is a good fit for you ;

  • Business case (2 to 3 hours home-work);

  • First interview round Interview with Claire Waldberg (Head of external Customer Service) and Arbia Khelifi (Head of internal Customer Service);

  • Second interview round with William Brulin.

  • At Lydia, we believe that diversity is a strength. Diversity is part of our culture and identity. We want to create an inclusive culture where all forms of diversity are seen as a real value to the company. Lydia is therefore proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, physical characteristics, age, status as an individual with a disability, or other applicable legally protected characteristics.

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