Senior Workforce Manager - 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

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 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.
• French and English fluency: You have a strong command of both French and English.

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.

At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick — who knows? You may have the missing piece of the puzzle we’ve been searching for all along.

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On average, our hiring process lasts 20 working days. More information on our candidate journey here.