About this role
Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here).
Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,700 Qontoers serving over 750,000 customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.
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Join us as Lead Banking Operations, Cards to keep card disputes and card fraud under control across Qonto’s European markets. You’ll lead a team of 7 people and run the full chargeback chain. You’ll also prepare it to scale through our BPO partner, automation and AI, under the guidance of Justine Knop, our Head of Banking Operations Payments.
➡️ What you’ll do
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.
➡️ What we’re looking for
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.
Don’t tick every box? Apply anyway. ➡️ What we can offer you
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.
➡️ Your future manager You will report to, Justine, Head of Banking Operations Payments, who leads the team responsible for ensuring smooth and secure payment operations across all Qonto markets. Your manager brings extensive experience in banking operations and control frameworks, and is committed to building a robust, scalable control environment while developing team members' expertise.