Financial Crime Operations Manager

Bitpanda

WHO WE ARE  We simplify wealth creation. Founded in 2014 in Vienna, Austria by Eric Demuth, Paul Klanschek and Christian Trummer, we’re here to help people trust themselves enough to build their financial freedom — for now and the future. Our user-friendly, trade-everything platform empowers both first-time investors and seasoned experts to invest in the cryptocurrencies, crypto indices, stocks*, precious metals and commodities* they want — with any sized budget, 24/7. Our global team works across different cultures and time zones, bringing our products to more than 7 million customers, making us one of Europe’s safest and most secure platforms that powers modern investing.   Headquartered in Austria but operating across Europe, our products are built by fast-moving, talented, “roll-up-your-sleeves-and-make-it-happen” kind of people. It’s these diverse perspectives and innovative minds operating as ONE TEAM that keep Bitpanda at the cutting edge of our industry. So if you’re someone who thinks big, moves fast and wants to make an impact right from day one, then get ready to join our industry-changing team. Let’s go!   YOUR MISSION As a Localized Customer Care Associate, you will provide high-quality, phone-based customer care for a specific market. In this role, you will handle customer inquiries with professionalism and care, ensuring every interaction builds trust and loyalty, and contribute to the growth and success of localized customer care operations. WHAT YOU’LL DO: * Provide world-class service to Bitpanda’s customers by handling their requests primarily through phone support, but occasionally also via ticketing system and live chat, ensuring timely and professional support that enhances customer satisfaction and loyalty. * Align daily with your manager and collaborate to achieve company and team targets through strategic planning, strong communication, and consistent focus on performance metrics. * Dive deep into user feedback to identify critical product and feature requests, working closely with internal teams to share actionable insights and improve the customer experience. * Continuously strive to identify opportunities to improve Bitpanda’s support processes, contributing to overall excellence in customer care. * Build strong relationships with other departments, fostering collaboration to increase Customer Satisfaction (CSAT)  and Net Promoter Scores (NPS). WHO YOU ARE * Proven experience within Customer Care or Sales, providing support to clients via phone or video calls. * Excellent verbal and written communication skills in French (C2 level or equivalent) and English (B2 level or higher); additional languages are a plus. * A passion for crypto, investing, and an interest in global financial markets or fintech domains is advantageous but optional. * Flexible and adaptable to thrive in a dynamic, fast-paced environment; willing to work in shift patterns, including evenings and weekends, as needed. * Experience with Customer Care systems, such as Zendesk, is desirable but optional. WHAT’S IN IT FOR YOU * Flexibility to work where you thrive – Enjoy the freedom of our Hybrid working model, combining onsite collaboration and remote work, with an additional 25 days per year to work from a city or country of your choice. * Reward for your impact – Receive a competitive total compensation package aligned with Bitpanda’s pay-for-impact policy, including participation in our stock option plan. * Support for your mental wellbeing – Access confidential coaching, counselling, and mental health resources whenever you need them through OpenUP. * Time to recharge – On top of your standard annual leave, Prioritise your wellbeing with 3 additional days of paid time off to rest, reset, and recharge, available once you’ve been with us for 6 months. * Continuous learning and growth – Grow your skills and stay ahead in your career with unlimited access to Udemy’s library of online courses at your own pace. * Exclusive perks and rewards – Enjoy discounts, rewards, and perks from partners worldwide across lifestyle, wellness, tech, and travel. * Support during life milestones – Take advantage of our additional 8 weeks of gender-neutral new parent leave to welcome and bond with your new addition to the family. * Fuel and focus on-site – Pandas in Vienna, Bucharest, Barcelona, and Berlin can enjoy free onsite dining, with freshly prepared lunches and snacks to keep you fueled and focused all day long. * Recognition for your contributions – Celebrate milestones and achievements with recognition and rewards for your Tenure at Bitpanda. * Show your Bitpanda pride – Access exclusive Bitpanda-branded merchandise and gear to represent. * Connect and celebrate with your team – Join unforgettable company events, from our Winter Party in Vienna to gatherings worldwide, fostering fun, connection, and celebration        .…and even more location-specific benefits designed to make life at Bitpanda even more rewarding wherever you are.   Above all, you will have the opportunity to learn and grow as part of Bitpanda’s incredible journey towards being Europe’s future #1 investment platform. BITPANDA IS COMMITTED TO FOSTERING A FAIR AND EQUAL ENVIRONMENT BASED ON TRUST AND MUTUAL RESPECT. WE BELIEVE THAT A DIVERSE AND INCLUSIVE WORKPLACE IS PARAMOUNT TO OUR SUCCESS AND WE ARE COMMITTED TO BUILDING A TEAM THAT REPRESENTS A WIDE VARIETY OF BACKGROUNDS, PERSPECTIVES, AND SKILLS. * THESE BENEFITS MAY BE ADJUSTED AT BITPANDA’S DISCRETION AND DO NOT APPLY TO OUR INTERNSHIPS AND EXCEPTIONS TO OUR HYBRID WORKING POLICY APPLY TO TEAMS WITH SHIFT SCHEDULES OR FOR FOLKS WHOSE ROLES REQUIRE THEM TO BE IN-OFFICE (THINK: WORKPLACES TEAM OR IT).

Qonto

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 1,600+ Qontoers serving over 600,000+ 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. ------------------------------------------------------------------------------------------------------ Join us as a Banking Operations Manager (Juridical) for the German Market, based in Paris, where you will handle sensitive operations related to Qonto's customers. You will contribute to the day-to-day management of operational banking topics for our German market 🇩🇪, playing a key role in establishing Qonto as the leading European business finance solution. You will join our international Banking Operations team of 4 people (and counting!), under the supervision of Matthias, our Team Lead Banking Operations Juridical - Germany, Netherlands, Austria. 👩‍💻🧑‍💻 As a Banking Operations Manager (Juridical) - German Market at Qonto, you will: Manage sensitive procedures: Process and follow up on administrative seizures, judicial liquidations, enforcement actions (bailiff seizures), and inheritance procedures. Handle communication: Interact directly with German authorities, creditors, and lawyers in writing to ensure accuracy and compliance (no direct calls or direct customer communication). Collaborate cross-functionally: Work closely with internal teams (Banking Operations, Customer Care, and Legal) to ensure operations are handled efficiently and with care. Oversee account lifecycle: Manage account closures smoothly and prepare circular letters for external auditors. Improve processes: Refine and update daily operational processes to enhance efficiency and maintain excellence. 🤔 What you can expect: International Team – Collaborate with colleagues from diverse cultural and professional backgrounds. Hyper-Growth Environment – Contribute in a fast-paced context with strong opportunities for career development. Cross-Functional Collaboration – Work closely with Banking Operations, Customer Care, and Legal teams. Tangible Impact – Play a key role in shaping Qonto’s banking operations and helping establish it as a leading European business finance solution. 🤝 About your future manager Your manager will be Matthias, our Team Lead Banking Operations Juridical - Germany, Netherlands, Austria. His path? Matthias began his career in the legal field, specializing in European and international tax law with experience as a Tax Trainee at several law firms. He joined Qonto in early 2022 as a Banking Operations Manager and quickly climbed the ranks, becoming a Senior Manager before stepping into his current role as Team Lead in 2024. What he can bring to the team? With his strong academic foundation in tax law and years of hands-on experience in Qonto's banking operations, Matthias brings exceptional analytical rigor, precision, and a deep understanding of our core financial processes. His rapid progression within the company is a testament to his adaptability and proven leadership. Additionally, as a Franco-German bilingual, he brings a valuable cross-cultural perspective and excellent communication skills to the team. 🏅 About You Experience: You have initial experience in administrative or banking operations and are comfortable handling operational, sometimes sensitive, topics. Languages: You are fluent in German and English (written and spoken). Proficiency in French is a plus. Analytical & Detail-Oriented: You have sharp organizational skills, a meticulous eye for detail, and the perseverance to handle repetitive tasks. Critical Thinker: You bring intellectual curiosity, always seeking better solutions and feeling comfortable challenging the status quo. Team Player: You are proactive, motivated, and ready to grow in a supportive and dynamic team environment. At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.

Qonto

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 1,600+ Qontoers serving over 600,000+ 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. ------------------------------------------------------------------------------------------------------ ⭐ Mission As Head of CRM, you build and lead a customer-centric CRM practice that elevates the function from execution to strategic influence across Qonto’s global markets. You will have a direct impact on our growth toward banking status by shaping the customer experience and advising key stakeholders.   👩‍💻🧑‍💻 As a Head of CRM at Qonto, you will Drive commercial performance: Lead strategic CRM initiatives to boost customer lifecycle performance (MAC, revenue, conversion rates) and increase traffic to our product. Establish strategic influence: Transition the team from an execution mindset to a strategic advisory role, building credibility with stakeholders and taking full ownership of the CRM roadmap. Pioneer AI personalization: Launch and lead our new agentic AI decisioning and personalization capabilities, encompassing segmentation, decisioning, and content timing. Grow and elevate the CRM practice: Lead and develop the team as Qonto scales, raising the bar on customer-centric lifecycle strategy, ways of working, and operational excellence and providing the hands-on support and vision necessary for them to scale and succeed. Manage execution and optimization: Oversee the team’s campaign execution and optimization across email, push notifications, SMS, and in-app communications. 🤔 What you can expect Market/Team Context: You’ll join a fast-scaling, multi-market environment as Qonto progresses on its journey toward becoming a Credit Institution. The CRM team already runs one-shot campaigns and automation; the opportunity now is to raise the bar on customer experience—bringing deeper customer-centricity, stronger lifecycle thinking, and tighter alignment across Marketing, Product, Sales, and Operations. Methodologies, how we work, and what we value: We value a deeply customer-centric and analytical approach, where you will translate market feedback and customer data into actionable, prioritized strategies. Examples of successful projects we recently worked on: You will take the lead on forward-looking initiatives, such as our cutting-edge agentic AI decisioning project designed to pioneer 1:1 personalization at scale. Tools we use: We perform deep, hands-on work with top-tier modern CRM platforms, specifically Braze and Customer.io. 🤝 About your future manager Your manager will be Kim Tran, our VP Marketing. Her background: With a dual background in tech and business, Kim's career is rooted in data-driven customer engagement. After starting at IBM and helping launch the data agency fifty-five in the UK, she held senior marketing leadership roles at Blizzard Entertainment and Ubisoft Mobile before joining Qonto. What does she bring to the team? Kim brings a powerful mix of strategic vision and deep martech expertise. She will provide the technical mentorship and cross-functional leadership needed to help you elevate Qonto's CRM function into a true strategic powerhouse. 🏅 About You Strategic Stakeholder Management: You have a proven track record of elevating a function's positioning, establishing credibility, and advising cross-functional stakeholders (Product, Sales, localized Marketing) using data-driven insights. Customer Journey & Personalization: You combine strong martech foundations with a deep understanding of customer behavior to expand personalization capabilities across channels. You have consistently pushed the boundaries of personalization and measurement at scale (experience with AI decisioning is a plus). Technical Expertise: You possess strong, hands-on administration skills and tactical depth with modern CRM platforms (specifically Braze or Customer.io), including data ingestion and complex tool architecture. Marketing Analytics: You are highly data-driven, with a structured approach to measuring and optimizing lifecycle metrics to directly improve commercial performance (MAC, revenue, conversion rates). People Management: You’ve helped teams evolve their operating model as companies scale (roles, processes, rituals, stakeholder interfaces) and can do so with care and clarity.