Senior Operations Manager

Company Description

We’re Checkout.com

Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.

Job Description

Senior Operations Manager, Identity Verification Operations @ Checkout.com (ex-Ubble)

In 5 years, CKO IDV (formerly Ubble) has become a European leader in online identity verification. Its proprietary technology, based on real-time video recognition, is unique in the world. We process identity verifications for leading tech companies like Docusign or UberEats, traditional banks like Credit Agricole, BPCE Group or BPI France, and successful startups (Next 40 or FT120) like Swile, Treezor or Yousign.

Our mission is to enable citizens to use their civil identity easily and securely in the digital world, in order to build the necessary trust between digital services and their users. We protect users against identity theft and service providers against fraud.

In 2022, ubble was acquired by Checkout.com to become CKO IDV with the aim of combining our forces to build the future of identity together.

Your position within CKO IDV

Our company has grown rapidly over the past 5 years and now needs to scale its identity verification (IDV) manual operations in different geographies to support efficiently its commercial growth.

Our algorithms coordinate and optimize identity verification processes. They solicit humans when needed, and learn from identity experts.

Based in Paris, you will be responsible for the entire IDV Operations team and function.

Currently, the IDV operations team is:

• Made of ~70 fraud experts both internally in France and externally in Romania 
• Assisted by groundbreaking technologies 
• In charge of verifying the identity of our users manually 24/7.

How you'll make an impact:

• Handle day-to-day operations with a focus on analytics, coaching, recognition, and performance management
• Ensure optimal team performance and maintain the proposed operational standards
• Manage the BPO for our outsourced activities in Romania
• Report to the IDV leadership team the activity of the operations team
• Be accountable for delivering processes in line with conduct/regulatory risk standards
• Take prompt action to mitigate issues identified through auditing measures
• Work with the business to deliver new products, changes, or initiatives impacting the Identity Fraud department
• Ensure new processes and practices are adopted and understood to drive quality and efficiency

Qualifications

About you

• Demonstrated experience in a similar position as an operational manager of large teams within a call center/operation center
• Proven track record in offshoring and/or outsourcing manual operations teams of more than 50 people,
• Excellent management and interpersonal skills, you're a good communicator and are comfortable with public speaking
• You're passionate about data and are able to understand and use complex tools (forecast, staffing, reporting) and translate this into directional recommendations for the business
• Ability to work in a team measured using qualitative and quantitative targets and KPIs
• Ability to receive and provide feedback and hold yourself and your team accountable to values, targets, metrics, and KPIs
• Fluent in French and English

Additional Information

Apply without meeting all requirements statement 

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

We believe in equal opportunities

We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 

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