Customer Service Operations Manager, Lydia
Mobile financial services app
Open for applications
Mobile financial services app
201-500 employees
Open for applications
201-500 employees
Company mission
To make the payment experience as easy as possible for everyone.
Role
Who you are
- You have preferably 1 to 3 years of experience in a scale-up and / or in a consulting firm but the position can be open for a first job if you can prove long internships experiences relevant to this position
- You have strong knowledge in project management
- You have a good understanding of SQL language
- You know how to collaborate with technical teams on product development projects
- You are relentlessly finding pragmatic solutions and know how to make consensus
- You speak english and french fluently (oral and written)
- You are a positive, energical, hard working and tolerant person
What the job involves
- We are now looking for our new Operations Manager for our Customer Service Team
- One of the key pillars of Lydia’s strategy to part from competition is to put the customer at the center of all we do. To ensure operational excellence and continuous improvement, we are recruiting a second Operation Manager for our CS operations
- Reporting to our Senior VP Customer Knowledge and Service, you will work closely with him and Customer Service leaders to:
- Improve the Customer Experience from its operational point of view
- Take the lead and ownership on operational projects around efficiency, productivity and continuous improvements for our Customer Service operations
- Identify potential innovations or existing frictions, propose proactively improvement areas - then document and implement the operational improvements
- Help the Vertical Lead in monitoring operations on their perimeter
- Work closely with the Head of Internal Customer Service and the Head of External Customer Service to improve quality and efficiency of our Customer Service Advisors
- Improve and manage tools used by operational teams in order to strengthen efficiency, communication and controls
- Contribute to provide a top-notch user experience whichever the channel (multi-channel approach)
- Be a bridge between Operation and tech
Application process
- Phone interview with a Talent Acquisition Specialist
- 15 minutes phone exchange with the William Brulin (Senior VP) to determine if the position is a good fit for you
- Business case (2 to 3 hours home-work)
- First interview round Interview with Claire Waldberg (Head of external Customer Service) and Arbia Khelifi (Head of internal Customer Service)
- Second interview round with William Brulin
Our take
The Lydia app has rapidly become France’s leading banking challenger. As France’s 2nd most downloaded fintech app, its has onboarded nearly 6 million users and became a unicorn in late 2021. The company has reached these heights with its savvy strategy: building out gradually from a modest P2P payments app into a multi-service “super app.”
It’s a remarkable player in the broader, global banking revolution that’s seeing neobanks and fintech startups outmanoeuvre incumbent institutions to net the Millennial and Gen X markets. Whilst this frenzy of competition makes the fierce market difficult to access for smaller, newer competitors, Lydia’s deeply embedded French user base has earned it a powerful reputation.
With “super-apps” such as Lydia consolidating in their own regions, many have their eyes on a more global reach. This is where the pressure may be applied to Lydia, which only operates in a handful of EU territories, whereas close competitor Revolut operates in dozens, with plans to expand intercontinentally. Although Lydia has added competitive novel features like crypto-investing capabilities to its platform, it will need to continue to innovate in order to fend off international competitors.
Kirsty
Company Specialist
Insights
1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Dec 2021
$100m
SERIES C
Dec 2020
$86m
SERIES B
Total funding: $258m
Company values
- We are agile but thoughtful and demanding
- We are creative and ambitious but pragmatic
- We are not afraid to undo what we hardly built the day before, if that can allow us to do even better
- We speak little, but with one voice
- We are looking for talents that inspire us and that we inspire
Company HQ
Sentier, Paris, France
Articles
Leadership
Cyril Chiche
(CEO)Previously a Co-founder and COO for Avitis, who went on to co-found and serve as CEO at the mobile drinks payments platform Drinkon.me. Also a board member of France Fintech.
Antoine Porte
(CPO)Previously an associate and entrepreneur, and Co-founder of Drinkon.me.
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