Financial Criminality Team Lead
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
- Phone interview with a Talent Acquisition Specialist to talk about your experience and the fit with the position
- A business-case to assess your managerial and organizational skills (home-assignment)
- A first round of interviews with the Fraud Manager and the VP Fraud & KYC
- A second round with Lydia’s COO
- Département
- Fraud
- Locations
- Paris
- Remote status
- Hybrid Remote
- Employment type
- Full-time
About Lydia Solutions
Financial Criminality Team Lead
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