About the job

Since Alma’s launch in 2018, our growth has been exponential: every month, dozens of new merchants install our solution and thousands of new customers use Alma for the first time. This growth implies a high operational workload that continuously needs to be processed and improved.

The Operations team is responsible for setting up and managing the processes to provide consumers and merchants with the best user experience. In other words, this means:

• Provide consumer and merchant support: we are there to assist them in using Alma and their feedback allows us to improve the product
• Manage debt collection actions from A to Z: our role is to minimise the default rate of our loans in order to guarantee the company’s margin
• Ensure consumer and merchant compliance and risk processing: we are on the front line to protect Alma against regulatory and other risks via rigorous guidelines for both our customers and merchants
• Be a process catalyst: we help teams at Alma scale their processes

We are offering you a role at the heart of Alma's operational engine. A classical blend of getting your hands dirty while taking a big step back, which is what Operations are all about!

About the mission

Working in the Consumer Operations pole, the Operations Associate - Consumer Risks will be the main owner of all subjects related to consumer risks (process creation and continuous improvement, long-term projects, incident management, operational expertise, etc.). Some of the main responsibilities are:

1) Expertise & ownership

• Become the business expert on consumer risks and compliance (fraud, KYC, after-sales review optimums, consumer journeys, etc.)
• Be the main Operations point of contact on all subjects related to the Consumer risks scope, handling the relationship with all stakeholders: Risk Project Management, Consumer fraud, Compliance, Legal, Internal Control, etc.
• Be the point of contact for Product & Engineering teams in the delivery of all consumer risks related topics, making sure that our roadmaps and priorities are aligned and that teams are aware of our stakes and focus points, and gathering feedback from the ground to help them identify priorities
• Design and improve compliance and risk processes in collaboration with internal stakeholders executed by our Customer Care officers (our in-house operational team)

2) Operational excellence: Facilitate and scale the day-to-day of operational teams (internal and external) on all processes and actions they may participate in.

• Provide Customer Care Officers with the right tools, guidelines and processes to deliver the expected level of quality and efficiency
• Measure and improve the efficiency of these processes, be the sole owner to keep them clean and constantly up-to-date
• Follow-up rigorously on volumes and trends to anticipate staffing needs
• Challenge the existing and be proactive in sniffing out friction points
• Help our Customer Care Officers on their day-to-day challenges. Be perfectly aware of how they do things and emit recommendations on how they could be more productive
• Work closely with Experts and Team Leads to align on common objectives, roadmaps, and expectations
• Build training and coaching tracks, deliver them to our new agents, and help them ramp up during their first weeks at Alma

3) Project management & strategy

• Create and run small to large project plans to address improvements and new initiatives autonomously, and large or long term projects with manager’s support
• Work hand in hand with the Senior Operations Manager - Consumer Risks to define the team roadmap, the priorities, and the level of involvement on each project & task
• Be punctually involved in topics within the Consumer scope that are not directly linked to Consumer Risks (Merchant Risks and Consumer collection for example), as a way to work more transversally

As an Operations Associate - Consumer Risks, your impact on the business will be immediate and tangible: your actions build a positive consumer experience on a daily basis, and improve Alma’s operating margin.

About you

You will be a good fit for the role if (mandatory requirements):

• Experience: You have 1-3 years of relevant experiences, and ideally in a similar role
• Language: You are fluent in both French and English
• You have strong communication skills

The soft skills

• Customer-centric: You understand and wish to exceed customers’ expectations in all circumstances
• Humble, creative, and a fast learner: You have a real desire to constantly experiment, learn, and try new things. You handle your relationships with the appropriate level of confidence, and do not believe that you hold all the answers
• Autonomous, resourceful, and solution-oriented: You are a doer. You know how to find a solution to each problem, and to quickly bounce back in case of failure
• Rigorous and organised: You work in a methodical and structured way, you don't leave any unfinished business unattended. You don’t leave anything to chance, and always weighs the situation before taking a risk
• An analytical thinker: You know how to define and analyse KPIs. You have a systematic data-informed approach when dealing with any kind of topic

Experience in a similar role in banking, insurance, e-commerce, payments, Fintech within a start-up or scale-up environment will be a huge plus!

About the recruitment process

• Phone interview with Recruiter (30 mins)
• On-site / Remote interview with Hiring Manager (45 mins)
• Take-home case study, following by an On-site Business Case Study presentation (60 mins)
• On-site / Remote Team Fit interview (30 mins)