Operations Associate – Consumer Risks

Job title:

Operations Associate – Consumer Risks

Company

Alma

Job description

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

• Experience: You have 1-3 years of relevant experiences (internships & apprenticeships excluded) in similar functions
• Language: You are fluent in French and have a full professional proficiency in 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)
• Remote interview with Hiring Manager (60 mins)
• On-site / Remote Business Case Study presentation (60 mins)
• On-site / Remote Team Fit interview (30 mins)

Envie d’en savoir plus ?Rencontrez Maureen, Operations LeadRencontrez Sarah, Risk Process ManagerDécouvrez l’entrepriseExplorez la vitrine de l’entreprise ou suivez-la pour savoir si elle vous correspond vraiment !Ils sont sociablesL’entrepriseFinTech / InsurTech300 collaborateursCréée en 2018Âge moyen : 32 ans40%60%Qui sont-ils ?At Alma, we are convinced that trade must be well balanced to be sustainable. Because finance has a key role in business, our mission is to put it back in its rightful place : at the service of merchants and consumers !That’s why we create financial products that empower merchants to sell more, and help consumers purchase better products while never encouraging them to get over-indebted.Our tech solutions are accessible to all, easy to implement, and that eliminate purchase friction.For merchants, our instalment and deferred payment solutions are excellent ways of increasing customers’ loyalty and satisfaction, as well as generating up to 20% extra sales revenues without any risk. and they generate an incomparable level of satisfaction with 64 Net Promoter Score.For consumers, the purchase experience is enhanced (4.7/5 on Trustpilot) and Alma helps them handle their budget easily. They pay later, Alma pays the merchants right away.We are the leader in France, on track to win the European market on the (very) powerful Buy Now Pay Later (BNPL) industry, as we’re now processing payments in 10 European countries. Over the past 5 years, more than 11 000 merchants have chosen Alma to be their innovative BNPL solution, and we have served over 2.7 million consumers.The team has grown from 2 to 350+ people, we raised a €210M series C early 2022 to help us accelerate further and Alma is already part of the Next40 ranking of the most promising French technology companies. And that’s only the beginning.Les avantages salariés

• Horaires de travail flexibles
• Télétravail de n’importe où
• Recrutement encourageant la diversité
• Formations sur le temps de travail
• Accès aux personnes à mobilité réduite
• Incentives à long terme

38Le lieu de travailBesoin de plus d’infos ?Vie d’entreprise, ambiance, réalisations… On a encore plein de choses à vous dire !D’autres offres vous correspondent !Ces entreprises recrutent aussi au poste de “Management Consulting”.SpendeskParisCDITélétravail fréquentil y a 4 joursAXAParisCDITélétravail fréquentil y a 7 joursSociété GénéraleCourbevoieCDIil y a 7 joursOrnikarParisCDITélétravail fréquentil y a 8 joursKyribaSaint-CloudCDIil y a 9 joursARIAParisCDITélétravail fréquentil y a 10 joursSauvegarderA proposNous rencontrerLa newsletter qui fait le tafUne fois par semaine, des histoires, des jobs et des conseils dans votre boite mail.Je m’abonneVous pouvez vous désabonner à tout moment. On n’est pas susceptibles, promis. Pour en savoir plus sur notre politique de protection des données,

Expected salary

Location

Paris

Job date

Sun, 18 Aug 2024 05:13:38 GMT

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