Global Fraud Operations Team Lead

Checkout.com; Paris; Hybride; EUR 70 000 - 95 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Résumé du poste

Checkout.com in Paris seeks a Team Leader, Production to architect operational output and staffing across multiple sites. You will merge capacity planning with floor management to ensure timely verification tasks and maintain data integrity while controlling costs.

You will lead and mentor operators, drive a unified culture with BPO partners, design performance monitoring, and own staffing forecasts, incident readiness, and business continuity.

Responsabilités

• Management of Operators & Performance
• Direct Leadership: Build and mentor a high-performance team of operators.
• Culture & Alignment: Foster a unified "One Team" culture between internal staff and BPO partners, ensuring productivity and quality standards across locations.
• Performance Frameworks: Design and oversee performance monitoring frameworks to measure productivity and impact.
• Staffing & Capacity Planning
• Capacity Planning: Develop and maintain capacity planning models and update for new launches.
• Demand Management: Collaborate with Customer Success to forecast merchant activity and adjust staffing.
• Multi-Site Governance: Manage production across sites, ensure SLA adherence and cost-efficiency.
• Operational Blueprint: Maintain master documentation for production activities and incident management plans.
• Business Continuity & Crisis Readiness: Maintain Business Continuity Plans and on-call rotation frameworks.
• Incident Frameworks: Oversee post-mortem reports and incident response improvements.
• Operational Policy: Update merchant prioritization policies in line with Account Management.
• Post-Mortem Integration: Translate findings into documentation and training.

Description du poste

Checkout.com in Paris seeks a Team Leader, Production to architect operational output and staffing across multiple sites. You will merge capacity planning with floor management to ensure timely verification tasks and maintain data integrity while controlling costs.

You will lead and mentor operators, drive a unified culture with BPO partners, design performance monitoring, and own staffing forecasts, incident readiness, and business continuity.