KYC/B (Know your Customer/Business) Lead

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 Customer Onboarding Officer to help scale Qonto's Italian market. You'll conduct deep-dive account validations in strict compliance with Bank of Italy guidelines, tackling a significant operational backlog while maintaining high quality standards. You will report to Alessandro Pesapane, Team Lead KYC-B Operations Italy. ➡️ What you'll do Validate customer and company profiles: Conduct thorough manual validations (15-20 per day) to determine account eligibility — analysing structures, beneficial owners, and business models. Review complex KYC/KYB documentation: Verify passports, IDs, company registration documents, and financial statements across the customer lifecycle. Draft detailed analytical reports: Write comprehensive, structured justifications for each acceptance or rejection decision — Bank of Italy guidelines applied meticulously. Support the frontline team: Provide direct operational guidance to our level one (DTO) team on complex cases they cannot resolve. Maintain operational cadence: Process accounts efficiently to clear the backlog while upholding quality standards — speed and rigour, not one at the expense of the other. ➡️ What we're looking for Operational experience in KYC/compliance: 1-2 years in customer care, KYC/KYB, or compliance — ideally in fintech or a fast-paced environment. You've reviewed real documentation, not just studied the theory. Compliance mindset: Strong attention to detail and completely comfortable reviewing complex legal and financial documentation. You follow regulatory guidelines to the letter. Analytical writing: You write detailed, structured analyses to justify your decisions. Clear reasoning on paper is as important as the decision itself. Languages: Fluent written and spoken Italian. Excellent English (Qonto's internal language). Customer awareness: You understand that every validation impacts a real person waiting to open their account. You balance compliance rigour with respect for the customer journey. ➡️ What we can offer you A high-impact role in a scaling market: Italy is growing fast at Qonto. Your work directly impacts compliance rate and customer satisfaction — every account you validate is a business that can start banking with us. Real compliance depth: You'll apply Bank of Italy guidelines daily, review complex corporate structures, and build expertise in KYC/KYB that compounds over time. A close-knit team at a pivotal moment: You're joining the Italian onboarding team as it rebuilds and scales. There's room to evolve toward process improvements once the backlog is cleared. Direct access to decision-makers: You'll work closely with key stakeholders and have visibility on how your operational work feeds into Qonto's Italian market strategy. ➡️ Your future manager Your manager will be Alessandro Pesapane, Team Lead KYC-B Operations Italy. His path? 5+ years at Qonto — Alessandro started as KYC KYB Operations Manager, was promoted to KYC KYB Operations Expert, and became Team Lead in 2026. Before Qonto, he spent 3+ years at Comdata France, progressing from Customer Care Agent to Quality & Training Manager. He studied at the Università degli Studi di Cagliari and brings a background in press communication, education, and customer care. What does he bring to the team? A customer-obsessed, quality-driven approach built from years of frontline experience. Alessandro has done every level of the work he now leads — from processing cases to designing quality standards. He combines operational depth with clear communication to keep execution smooth in a fast-scaling Italian market.

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 Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across all of Qonto's Ops factories — Banking Operations, AML/Fraud, KYCB, and Customer Care & Success. You'll set the methodology every factory uses, hold the consolidated budget view, and be the senior owner of BPO relationships at a strategic and contractual level. This is a hands-on build-and-run role: you'll design the model and direct its rollout, under the guidance of Marie Piquemil, our Head of Operations Enablement. ➡️ What you'll do Design and own the capacity planning framework: You'll build the reference model — volume drivers, FTE requirements, BPO productive-hours — and set the forecasting cadence, templates, and definitions every factory's WFM analyst works from. Optimise the internal vs. BPO capacity mix: You'll build the system that determines the right balance of internal agents and BPO capacity to cover workload at the lowest sustainable cost and risk, across all factories. Own the global BPO budget view: You'll hold the actuals-vs-plan picture for exec reporting, interface with Finance on planning and reconciliation, and surface cross-factory cost inefficiencies invisible at the local level. Lead BPO relationships at a strategic level: You'll be the senior point of contact for BPO partners on capacity, contracts, and escalations — and define the invoice validation standard used across all factories. Enable and align factory-level WFM analysts: You'll set the standards and operating cadence for factory analysts through dotted-line governance, and run the monthly cross-factory alignment ritual covering forecast review, capacity risk, and invoice anomalies. ➡️ What we're looking for WFM leadership with BPO depth: You've got 5+ years in Workforce Management, with hands-on exposure to both BPO-managed and internal-agent capacity models. Methodology builder, not just operator: You've designed or significantly overhauled a capacity planning framework — you know what it takes to build one from scratch, not just run what's already there. BPO vendor ownership: You've managed outsourcing relationships at a contractual and strategic level — SLAs, invoicing, escalations — and held partners accountable to real standards. Influence-based leader: You're effective without direct authority — you set standards, coach local relays, and drive adoption across semi-autonomous teams who don't report to you. AI-curious: You look for ways to use AI to work faster and smarter, and you're ready to keep adapting as the role evolves with it. ➡️ What we can offer you A founding mandate in a brand-new, centralized operations function — you'll help shape how it works from day one. Direct line of sight into Qonto's banking license transition, raising the bar on operational rigor as the company scales. Real autonomy over a strategic mission with executive visibility into the outcome. A seat at the table as a genuine business partner to Finance and factory leadership, not just an operator. ➡️ Your future manager Your manager will be Marie Piquemil, our Head of Operations Enablement. Her path? Marie spent five years as COO at Morning, then built and led an international CX operations team at Swile (7 people across France and Brazil, five post-merger integrations). Most recently as VP Operations at Combo, she ran RevOps, Enablement, and Data teams, drove a post-merger integration, and launched a new Payroll Business Unit from scratch. She's been an operator, a builder, and a manager of managers. What does she bring to the team? Marie has built exactly the kind of cross-functional operations infrastructure this role will strengthen. She'll give you the strategic context and the autonomy to own your projects — while staying close on the decisions that matter.

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. ------------------------------------------------------------------------------------------------------ As our Strategic Operations Project Manager & Analyst, you will own the execution of Qonto's most complex cross-functional initiatives — and bring the analytical rigour that makes each project land with evidence, not assumptions. You'll take projects from ambiguous brief to clean BAU handover while building the performance frameworks that help our operations factories plan, steer, and improve. This is a hybrid role: ~70% project leadership, ~30% analytical work. The two are inseparable — you use data to structure, challenge, and measure your own projects, and you contribute to shared performance cycles across the factories. You'll report to Marie Piquemil, our Head of Operations Enablement. ➡️ What you'll do Project leadership (primary) Lead cross-factory operations projects end-to-end: Own the full project lifecycle — governance setup, milestone tracking, cross-team coordination, and clean handover to BAU. Typical scope: initiatives impacting at least two ops factories (compliance framework rollouts, routing and escalation rework, inter-governance harmonisation across Customer Care & Success, AML & Fraud, Banking Operations, and KYCB factories). Turn strategic priorities into execution: Before work starts, define the problem, clarify scope, outcomes, success metrics, timelines, and dependencies — so every stakeholder aligns on "what good looks like" before a single slide is built. Build and maintain senior stakeholder alignment: Manage dependencies, resolve friction, and keep initiatives moving from decision to delivery — without formal authority. Anticipate misalignment early and escalate when needed. Contribute to strategic assessments: Size opportunities, structure business cases and scenarios, and support leadership decisions with clear recommendations and explicit open questions. Performance analysis (secondary) Instrument and track your projects: Define leading and lagging indicators per initiative, build the dashboards and measurement frameworks that prove impact, and deliver ROI measurement post-implementation — not as an afterthought, but as part of the project close. Contribute to shared performance monitoring: Support the weekly, monthly, and quarterly performance rhythms (WBR/MBR/QBR) across the operations factories — surfacing early signals before they become problems and contributing analytical narratives to steering discussions. Run structured deep-dives when needed: Go beyond dashboards — run funnel, cohort, or segmentation analyses to understand a project's root cause or quantify its levers. Deliver clear "so what / now what" with explicit trade-offs. Partner with Finance on budget and forecast cycles: Work closely with the Finance team to provide operational input into budget planning and rolling forecasts — translating factory performance trends into forward-looking projections, flagging variance drivers early, and ensuring operations data feeds financial decisions with the right level of granularity. Support factories on compensation and performance analysis: Proactively partner with factory leads to structure and run compensation reviews and performance analyses — building the frameworks and data views that help them make informed, consistent decisions, rather than waiting to be asked. ➡️ What we're looking for End-to-end project leadership: You've run large, ambiguous, multi-stakeholder initiatives from kickoff to delivery — not just coordinated them. You know how to design governance, build a RASCI, manage a decision log, and keep delivery on track when things get messy. Analytical rigour: You write SQL confidently, can frame a problem before opening a spreadsheet, and produce decision-grade narratives — not just charts. You connect metrics to operational reality and make the ambiguous concrete. Senior stakeholder management: You've built alignment at VP and director level without formal authority. You know how to frame decisions, pre-empt pushback, and maintain momentum across departments with competing priorities. Data storytelling for non-technical audiences: You communicate analysis clearly to operations leaders. You challenge constructively, drive alignment through evidence, and know when to simplify and when to go deep. AI fluency and modern tooling: You're actively using AI tools to accelerate your work (Notion AI, Claude). You're comfortable in Notion for visual management, and in Metabase or Tableau for data and BI. Process challenger: You step back on ways of working, question organisational defaults, and propose more efficient operating mechanisms — while keeping stakeholder buy-in. ➡️ What we can offer you Multi-factory scope: Your projects span Compliance, Routing, and Governance across Qonto's operations factories — not siloed in one team or one market. Senior exposure from day one: You'll work in close collaboration with the Operations leadership team, with real decision-framing authority — not just slide preparation. A central team with broad reach: You'll join Marie's Operations Enablement function — spanning Operations Engineering, Knowledge & Learning, Workforce Management, and strategic project execution. Your work lands fast and visibly. Build things that don't exist yet: Standardising KPI definitions, building scalable measurement frameworks, improving operating mechanisms — this is not a "maintain the existing" role. A modern toolkit, used for real: Notion, Metabase, SQL, and AI tools are standard equipment — not aspirational. ➡️ Your future manager Your manager will be Marie Piquemil, our Head of Operations Enablement. Her path? Marie spent five years as COO at Morning, then built and led an international CX operations team at Swile (7 people across France and Brazil, five post-merger integrations). Most recently as VP Operations at Combo, she ran RevOps, Enablement, and Data teams, drove a post-merger integration, and launched a new Payroll Business Unit from scratch. She's been an operator, a builder, and a manager of managers. What does she bring to the team? Marie has built exactly the kind of cross-functional operations infrastructure this role will strengthen. She'll give you the strategic context and the autonomy to own your projects — while staying close on the decisions that matter. ➡️ Hiring process Intro call with TA (30 min): alignment on your experience and motivation, plus role/Qonto Q&A. Hiring manager interview (60 min): deep dive on project delivery and stakeholder management with Marie. Case study (take-home + review): a real-life ops project scenario to assess structuring, prioritisation, governance, and impact measurement (followed by a debrief). Final leadership discussion (45 min): wrap-up on scope/fit and mutual expectations.