Lead Banking Operations - Cards

Join us as Lead Banking Operations, Cards to keep card disputes and card fraud under control across Qonto’s European markets. You’ll lead a team of 7 people and run the full chargeback chain. You’ll also prepare it to scale through our BPO partner, automation and AI, under the guidance of Justine, our Head of Banking Operations Payments.

What you’ll do

• Lead and grow your team: You’ll set expectations, coach people at different levels and cut dependence on individuals through cross-training and backup rotations.
• Own card disputes end to end: You’ll own fraud, commercial and ATM disputes and Mastercard chargebacks within Mastercard and PSD2 rules, and make the call on complex cases.
• Keep SLAs and backlog under control: You’ll own the KPIs, forecast workload from live data and absorb spikes and absences by reprioritising.
• Scale with BPO, automation and AI: You’ll decide what moves to our BPO partner, to automation or to AI-assisted analysis and what stays with the team, then measure the result.
• Cross-team collaboration: You’ll work with Customer Care, AML & Fraud, Risk & Compliance, Product and Ops Engineering to push through what the team needs.

What we’re looking for

• People leadership: You’ve led an operational team for 3+ years, ideally experience in banking, payments or card operations.
• Performance and forecasting: You’ve owned KPIs and SLAs and planned capacity.
• Analytical: You stay analytical on ambiguous or high-value cases and understand operational risk and L1/L2 controls.
• AI-native workflow: You use AI tools daily and enjoy working with engineers to automate how operations run.
• Languages: You’re fluent in French and English.

What we can offer you

• The whole chargeback chain in-house: Since our move to our own card processor and direct link with Mastercard, you run it from first to second presentment.
• Automation: AI dispute analysis, automatic alerts and bots are live, and you inherit the roadmap to take them further.
• Real impact: Your decisions on fraud and chargebacks directly affect Qonto’s losses and customer trust.
• A team ready to grow: You’ll lead a diverse team of senior analysts.

Your future manager

You will report to, Justine, Head of Banking Operations Payments, who leads the team responsible for ensuring smooth and secure payment operations across all Qonto markets. Your manager brings extensive experience in banking operations and control frameworks, and is committed to building a robust, scalable control environment while developing team members' expertise.