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Qonto is Europe's leading finance workspace for SMEs, combining banking with financial tools. Founded in 2017, the company now serves over 750,000 customers across 8 European countries and has been profitable since 2023. The company employs 1,700 people across 80+ nationalities with a strong commitment to diversity and merit-based hiring.
You will lead the Banking Operations team responsible for card disputes and chargebacks across Qonto's European markets. This is a people-management role overseeing a team of 7 analysts, reporting to Justine, Head of Banking Operations Payments.
Key responsibilities include:
- Leading and developing your team of 7 people, setting expectations, coaching across levels, and building resilience through cross-training and backup rotations
- Owning the full chargeback chain end-to-end: fraud disputes, commercial disputes, ATM disputes, and Mastercard chargebacks within Mastercard and PSD2 rules
- Making decisions on complex dispute cases and managing escalations
- Owning KPIs and SLAs, forecasting workload from live data, and managing spikes and absences through reprioritization
- Scaling operations through BPO partnerships, automation, and AI-assisted analysis—deciding what moves to partners, what automates, and what remains in-house
- Cross-functional collaboration with Customer Care, AML & Fraud, Risk & Compliance, Product, and Ops Engineering
Qonto has recently moved to its own card processor with a direct link to Mastercard, giving you end-to-end visibility from first to second presentment. AI dispute analysis, automatic alerts, and bots are already live, with a roadmap to expand automation further. Your decisions directly impact Qonto's fraud losses and customer trust.
The role emphasizes AI-native workflows—you'll work daily with AI tools and collaborate with engineers to automate operational processes.
Requirements:
- 3+ years leading an operational team, ideally in banking, payments, or card operations
- Proven experience owning KPIs, SLAs, and capacity planning
- Strong analytical skills for ambiguous or high-value cases; understanding of operational risk and L1/L2 controls
- Daily use of AI tools and comfort working with engineers on automation
- Fluency in both French and English
