Lead Banking Operations - Debt Collection

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 – Debt Collection to build how Qonto recovers what it’s owed. You’ll lead a growing team, steer our recovery provider and BPO, and own our debt collection rate. You’ll do this under the guidance of Justine, our Head of Banking Operations Payments.

➡️ What you’ll do

• Map, then rebuild our collection flow: You’ll learn how debt collection works at Qonto today, then spot what’s missing and build it.

• Own the debt collection rate: You’ll use data and AI tools to turn daily KPIs into initiatives that push the rate up.

• Lead and grow your team: You’ll organise the team’s daily work and set up the rituals that help everyone improve.

• Steer our external partners: You’ll set objectives for our recovery provider and BPO, and hold them to account on quality and results.

• Shape new credit products early: You’ll join Risk and Product workshops so that collection is built into the new features coming with our banking license.

➡️ What we’re looking for

• Hands-on recovery experience: You’ve made debt collection calls yourself, and you’re at ease handling a tough conversation with a client.

• Team leadership: You’ve managed a team working in debt collection, customer care or another phone-based activity.

• Data fluency: You’re comfortable with numbers and use them to decide what to fix next.

• Builder mindset: You enjoy starting from a blank page and bringing structure where things are unclear.

• AI-curious: You already use AI tools in your work and want to explore how they can change debt collection.

➡️ What we can offer you

• A real build: Debt collection is one of our priorities, and there’s still a lot to create.

• Direct P&L impact: Every euro your team recovers protects Qonto’s finances, and millions are at stake each year.

• A team that grows with you: You’ll start with a small team which will grow as the activity scales.

➡️ 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.