Operations Analyst – Consumer Care

Job title:

Operations Analyst – Consumer Care

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.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 Ops are all about!About the jobAs an Operations Analyst – Consumer Care, you are the main owner of all subjects related to consumer support (process creation and continuous improvement, long-term projects, incident management, operational expertise, etc.). In more details:Working closely with our Operations leadership members (VP of Operations, Head of Operations France and Operations Managers), you will have the following responsibilities:

• Expertise & ownership

• Become the business expert on consumer lifecycle (support, consumer journeys, product iterations, etc.).
• Be the main Ops point of contact on all subjects related to the Consumer care scope, handling the relationship with all stakeholders: Collection, Risk, Compliance, Legal, Internal Control, etc.
• Be the point of contact for Product & Engineering teams in the delivery of all consumer care related topics. Make sure that our roadmaps and priorities are aligned, and that teams are aware of our stakes and focus points. Gather feedback from the ground to help them identify priorities.
• Design and improve care and litigation processes in collaboration with internal stakeholders executed by our Customer Care officers (our in-house operational team).
• Operational excellence

• Facilitate and scale the day-to-day of operational teams (internal and external) on all processes and actions they may participate in.
• Project management & strategy

• Create and run small to large projects and 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 Ops Manager – Consumer to define the team roadmap, the priorities, the level of involvement on each project & task.
• Be punctually involved in topics within the Consumer scope that are not directly linked to Consumer care (Merchant care, Consumer risk, and Consumer collection for example), as a way to work more transversally.

As an Operations Analyst, 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 youAlma is the right fit for you if you are:

• Customer-centric: you understand and wish to exceed customers’ expectations in all circumstances
• Humble: you understand that you have to learn, and are eager to do so. 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 organized: 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.
• A strong communicator: You communicate clearly and synthetically in writing and orally. You don’t like spelling mistakes and they don’t like you.
• 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.
• Creative and a fast learner, you have a real desire to constantly experiment and try new things.
• You have a good level of English and French.
• The precise experience and academic background you have don’t matter that much, if you’ve already worked in an office for a while and you consider you have a sharp mind, go for it.

About the recruitment process

• Visio call with Ryslene, our Talent Acquisition Manager
• Visio call with Maxence, Senior Operations Manager
• Case study with Maxence
• Team fit

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.For consumers, the purchase experience is enhanced (4.8/5 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 16,000 active merchants have chosen Alma to be their innovative BNPL solution, and we have served over 5 million consumers.The team has grown from 2 to 300+ people, we raised a €115M series C early 2022 to help us accelerate further and Alma is already part of the French Tech 120 ranking of the most promising French technology companies. And that’s only the beginning.Les avantages salariés

• Horaires de travail flexibles
• Jusqu’à 1-2 jours de télétravail
• 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”.JokoBarcelona · ParisCDITélétravail totalil y a 13 heuresAXAParisCDITélétravail fréquentil y a 3 joursSociété GénéraleCourbevoieCDIil y a 3 joursPixpayParisCDIil y a 8 joursTrustpairParisCDITélétravail fréquentil y a 8 joursFlowdeskParisCDITélétravail fréquentil y a 14 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

Wed, 25 Dec 2024 05:38:26 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (vacanciesineu.com) you saw this job posting.