Lead Banking Operations - Cards

Lead and grow your team: Coach the team of 7 and put cross-training and backup rotations in place.

Own card disputes end to end: Resolve fraud, commercial and ATM disputes and Mastercard chargebacks within Mastercard and PSD2 rules and make the call on complex cases.

Keep SLAs and backlog under control: Own the KPIs, forecast workload from live data and absorb spikes and absences by reprioritising.

Scale with BPO, automation and AI: Decide what moves to our BPO partner, to automation or to AI-assisted analysis and what stays with the team, then measure the result.

Cross-team collaboration: Align with Customer Care, AML & Fraud, Risk & Compliance, Product and Ops Engineering to get the team what it needs.

People leadership: You’ve led an operational team through volume peaks and absences while keeping SLAs on track.

Performance and forecasting: You’ve owned KPIs and SLAs and planned capacity.

Analytical Judgement: You stay analytical on ambiguous or high-value cases and understand operational risk and L1/L2 controls.

AI-native workflow: You use AI tools daily and enjoy working with engineers to automate how operations run.

Languages: You’re fluent in French and English.

The whole chargeback chain in-house: Since our move to our own card processor and direct link with Mastercard, you run it from first to second presentment.

Automation: AI dispute analysis, automatic alerts and bots are live, and you inherit the roadmap to take them further.

Real impact: Your decisions on fraud and chargebacks directly affect Qonto’s losses and customer trust.

A team ready to grow: You’ll lead a diverse team of analysts.