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

MUST HAVE

• Graduated from Business / Engineering school - Business or scientific / quantitative studies - Masters degree level ;
• Minimum 3 years of professional experience (internships excluded) ;
• Including successful experience of managing a volume-processing Operations team (KYC, call center, collections, etc…) in Financial Services, Fintech, Tech, Outsourcing company (e.g. Webhelp…) on a day to day basis ;
• Analytics mindset / logical thinking, at ease with data / numbers and KPIs tracking (excel, data visualisation tools, etc…), high rigour and attention to detail ;
• Experience of working on back-office / CRM type tools ;
• Fluent in French and English ;
• Very strong sense of autonomy, organization and prioritization, result oriented, problem solver, can do attitude ;
• Strong human values, translating into a solid & empathetic management style, team player

NICE TO HAVE

• Experience of managing call-processing teams / call centers AND/OR client support teams ;
• Startup / scaleup experience ;
• Other structuring experience (involving analytics and project management) ;
• Other team management experience ;

• Screening call with Maja, Lead Talent Partner (30 min) ;
• Case Study (around 2 hours of work in a week timeframe) ;
• Hiring Manager Interview + oral case study with Cyrille, Head Of Operations (1h) ;
• Coffee fit with Léa, Operations Manager and Maxile, Business Ops Manager (45 min) ;
• Founders Meeting (30 min)