Operations Specialist - KYC, TM, CX

About the role

Swan, an embedded banking specialist, is creating three Operations Specialist roles in its Paris-based operations teams: KYC, Transaction Monitoring (TM) and Customer Experience. You will report directly to the Head of your operational team, with a dotted-line relationship to the Operational Excellence team. The role is full-time, permanent and hybrid, with a salary of 48,000 to 61,000 euros per year.

Key responsibilities

• Design and document processes, coordinate SOPs with Operations managers, resolve gaps and align with Product, Risk, Compliance and regulatory requirements
• Assess the operational impact of new products, policies, tools and processes, coordinate implementation and monitor adoption
• Gather feedback and incidents, run root cause analyses, prioritise corrective and preventive actions and track owners and deadlines
• Represent Operations in Product, Risk and Compliance forums and translate decisions into operational routines
• Analyse volumes, processing times, backlog, quality, SLAs, customer experience and iteration rates, set baselines and success metrics and present recommendations

Required profile

• 3 to 6 years of experience in KYC, Transaction Monitoring, Customer Experience or a related operational role
• Experience driving improvement initiatives and challenging existing processes to find root causes
• Ability to coordinate cross-functional teams and drive projects through to completion without direct authority over people
• Proactive, assertive communicator who takes ownership from problem identification to implementation

Required skills

• Excel or Google Sheets (expected)
• SQL, Metabase or similar tools (a plus)
• Ability to write clear documentation and communicate with diverse stakeholders

The recruitment process includes a 30-minute screening, a 1-hour interview with the hiring manager, a case study, a peer interview and a final meeting with the COO.