Banking Operations Team Lead — Data-Driven, People‑First

Swan; Paris; On-site; EUR 65,000 - 90,000; Full time

Job summary

Swan is seeking a Banking Operations Supervisor to join the Customer Experience team in Paris. You will oversee the day-to-day Banking Operations, escalate complex cases, and develop specialists to deliver reliable service to partners and end customers.

You combine hands-on operational know-how with people leadership, using data to spot trends and drive improvements. You will coordinate capacity, monitor KPIs, and collaborate with cross-functional teams to address issues and uphold compliance.

Qualifications

• 4+ years in customer support, banking operations, or a similar field.
• Experience as a team lead, supervisor, or informal leadership role.
• Strong coaching, feedback, and people-development capabilities.
• Experience using operational data and KPIs to drive decisions.
• Familiarity with ticketing tools, CRM software, and AI capabilities in operations.

Responsibilities

• Lead day-to-day Banking Operations activities and manage escalations.
• Coach and develop Specialists, set clear expectations, and provide regular feedback.
• Monitor KPIs (OTIF, CSAT, AHT, quality) and ensure high-quality execution.
• Collaborate with Product, AI, Compliance, Legal, and other teams to resolve issues.
• Allocate workload, plan capacity, and ensure SLAs are met.

Skills

Data-driven

People leadership

Customer support

English communication

Analytical skills

Tools

Zendesk

Forest

Job description

Swan is seeking a Banking Operations Supervisor to join the Customer Experience team in Paris. You will oversee the day-to-day Banking Operations, escalate complex cases, and develop specialists to deliver reliable service to partners and end customers.

You combine hands-on operational know-how with people leadership, using data to spot trends and drive improvements. You will coordinate capacity, monitor KPIs, and collaborate with cross-functional teams to address issues and uphold compliance.