What you’ll do

• Coordinate your team’s activities on a daily basis (planning, staffing), methodically manage unforeseen events (activity peaks, urgent escalations, etc.), and propose solutions to improve organization along the way;
• Support the team in the resolution of customer requests (handling of complex cases, coordination with other departments) and ensure a customer-centric approach within the team;
• Monitor the performance indicators of the internal fraud team (average processing time, pending volumes to be tackled, quality, etc.) and work with the VP to identify improvement areas;
• Identify individual and collective support needs and set up dedicated action plans (ramp-up with new recruits, shadowing of analysts, challenging the organization, etc.)
• Participate in the recruitment of new agents and contribute to their onboarding and their skills development;
• Take ownership of all the managerial and HR processes of the team (performance review, personal development plan, one-to-one).

You’re in the right place if

• You demonstrate solid experience in managing a team in customer service and/or fraud detection (at least 2 years in a manager position) and have already led an operational team to success;
• You are a patient teacher, have good interpersonal skills, and drive to thrive in team leading;
• You are methodical, organized, and able to prioritize daily tasks in a rapidly changing environment;
• You have experience in scaled-up environment to ensure a smooth and sustainable growth;
• You how how to work with outsourced teams;
• You know how to interact with different teams (support, technical, etc.) and formulate the needs of your team with precision;
• You care deeply about delivering a user experience of the highest level, no matter the circumstances;

Pre-existing knowledge about fraud-fighting would be a plus, otherwise, Lydia will train you comprehensively and make you grow in that area. In return, we only ask you to bring your best managerial skills to the team 😊

And it’s a plus if

• You are keen on new technologies and/or passionate about FinTech
• You use Lydia every day and are familiar with the product

Recruitment Process

1. Phone interview with a Talent Acquisition Specialist to talk about your experience and the fit with the position
2. A business-case to assess your managerial and organizational skills (home-assignment)
3. A first round of interviews with the Fraud Manager and the VP Fraud & KYC
4. A second round with Lydia’s COO