Customer Service Representative providing information about products and services and processing orders for clients. Engage with customers via phone, fax, or email in a manufacturing environment.
About the role
- Senior Support Team Lead at Pennylane managing financial services support operations with a hybrid team. Transforming financial support into a strategic asset while fostering team development.
Responsibilities
- Define and communicate the team’s vision and long-term strategy
- Oversee resource planning, including precise forecasting and hiring plans
- Make high-impact strategic decisions based on KPI analysis
- Manage and mentor Associate Team Leads and Individual Contributors
- Act as the primary point of contact for externalized teams
- Identify, lead, and follow through on innovation projects
- Design and enforce certification programs for agents and managers
- Ensure seamless collaboration between Support, Sales, Product, and Compliance departments
- Handle sensitive interpersonal conflicts and high-level client escalations
Requirements
- Minimum 10 years of experience in Support/Ops within a Financial Services / Banking / PSP / Fintech environment, with strong quality and compliance constraints
- Strong experience in performance management and data-driven management
- Solid experience in compliance & risk topics applied to support operations (KYC/KYB, AML/CFT, GDPR, PSD2)
- Ability to structure and industrialize operations
- Experience managing hybrid teams (in-house + outsourced)
- Proven experience in projects / transformation initiatives with measurable impact on scalability and costs
- Strategic leadership
- High standards, rigor, and a strong risk mindset
- Clear communication and influence.
Benefits
- One of the best health insurance plans on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days on top of 5 weeks of paid leave
- Opportunity to improve your English through Busuu
- A dedicated monthly budget for all our Pennylaners to support working from home or from a coworking space
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- An allocation of BSPCE (stock options)
- Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
- A Mac
- We play many sports together and make a point of getting together regularly for company events such as Tech Days (which bring remote Pennylaners together every 3 months) or our annual company retreat, which fosters strong team cohesion for everyone.
Job title
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