Global Workforce Architect - Capacity Planning & BPO Strategy

Qonto; Paris; Sur place; EUR 90 000 - 120 000; Plein temps

Résumé du poste

Qonto in Paris is seeking a Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across Banking Ops, AML/Fraud, KYCB, and Customer Care.

You will design the model, set the forecasting cadence, balance internal vs BPO capacity, and lead strategic BPO relationships with executive visibility.

This hands-on build-and-run role offers autonomy, a founding mandate in a new centralized function, and a clear path to shape Qonto's scaling.

Qualifications

• 5+ years in Workforce Management with hands-on exposure to both BPO-managed and internal-agent capacity models.
• Designed or significantly overhauled a capacity planning framework — you know what it takes to build one from scratch, not just run what's there.
• Managed outsourcing relationships at a contractual and strategic level — SLAs, invoicing, escalations, and partner accountability.
• Influence-based leader who can drive adoption across semi-autonomous teams without direct authority.
• AI-curious and ready to adapt as the role evolves with AI integration.
• Fluent in French and English.

Responsabilités

• Design and own the capacity planning framework: build the reference model, volume drivers, FTE requirements, and forecasting cadence.
• Optimise the internal vs. BPO capacity mix to cover workload at the lowest sustainable cost and risk across all factories.
• Own the global BPO budget view and exec reporting; interface with Finance for planning and reconciliation.
• Lead BPO relationships at a strategic level; define invoice validation standards across factories.
• Set standards and cadence for factory analysts and run monthly cross-factory alignment on forecast, risk, and invoices.

Connaissances

WFM leadership

BPO management

Vendor management

Influence without authority

AI curiosity

French fluency

English fluency

Description du poste

Qonto in Paris is seeking a Senior Workforce Manager – Capacity Planning & BPO Strategy to own the global capacity planning framework across Banking Ops, AML/Fraud, KYCB, and Customer Care.

You will design the model, set the forecasting cadence, balance internal vs BPO capacity, and lead strategic BPO relationships with executive visibility.

This hands-on build-and-run role offers autonomy, a founding mandate in a new centralized function, and a clear path to shape Qonto's scaling.