Job description

The Operations team is responsible for setting up and managing the processes to provide merchants and customers with the best payment experience in several installments and to handle the risk and fraud operations.

Concretely, this means:

• Provide customer and merchant support: we are there to support them in using Alma, and their feedback allows us to improve the product;
• Protect Alma against fraud and mitigate the risks
• Manage debt collection actions: our role is to minimize the rate of delay and default to guarantee the company's margin;
• Take charge of the on-boarding of new merchants, and ensure that they can install the Alma solution as quickly and easily as possible.

We offer you a role at the heart of Alma's operational reactor. You will have the following responsibilities:

1. MANAGEMENT & ORGANIZATION

• Organize and lead weekly team meetings with your team and instill a positive and caring dynamic
• On a daily basis, help coordinate the day-to-day tasks of the team and prioritize based on the staffing and business context and priorities
• Define achievable goals in accordance with the established goals of the broader Ops organization
• With the help of the management and the country Ops teams, define and adapt the team specialization when relevant
• With the help of the management and the country Ops teams, revisit and adapt the team organization to fit the business needs and support the business growth

2. OPERATIONAL TASKS & PROCESS

• Help the team handle email and chat requests on a daily basis - between 10% and 25% of your time depending on the context and the size of the team
• Take care of the most complex issues raised by the team and handle potential escalation requests from the team members
• Participate in process definition or update, animate quality approach and be part of continues improvement
• Participate in the growth of the team by helping with recruitment
• Participate in the training of newcomers

2. COACHING

• Set up 101's with each team member to give feedback on the quality of their tasks and gather feedback on how we can improve
• Ensure that the team has the right resources, tools and skills to succeed in their mission
• Provide the team with the support they need in their daily tasks by lifting potential roadblocks whenever needed
• Ensure the well-being of your team by creating a work environment that inspires, motivates and builds confidence while developing new skills

3. COORDINATION WITH KEY STAKEHOLDERS

• Liaise with the Ops Managers and Specialists in the countries and help convey the messages and communication on new products, projects, etc.
• Maintain a good knowledge of the product and new features in our constantly changing environment
• Gather feedback on processes, tools, etc. from the on-the-ground team, consolidate it and deliver it to the country teams to help improve our processes
• Participate in the maintenance of the knowledge base to ensure that the content is always up to date and relevant

About you

Alma is the right fit for you if you are:

• Able to speak English and French. Italian is a plus.
• Open and friendly : you know how to listen to your team and customers, you have easy contact and you show empathy
• Perseverant : you don't get stuck in the face of difficulties, you know how to bounce back in the event of failure
• Autonomous and resourceful : you know how to find a solution to each problem, without losing view of your objective
• Rigorous and organized : you work in a methodical and structured way, you do not leave any subject untreated
• Analytical Skills : Abilities to manipulate figures and statistics
• Demanding and reliable side : you do not compromise on the quality of your work, and you make it a point of honor to keep your commitments
• You ideally have a first experience in a similar role.

ABOUT THE RECRUITMENT PROCESS

Because of the importance of this role for Alma, the process is quite intense :

• The realization of practical cases remotely and business case
• An interview (s) with Team Leads, Global Operations Members and Head of customer operations
• A team fit!