Job Overview :

To support and enable the next level of growth Contis is now looking for a dynamic COO who will own and scale our operations end to end.

The successful candidate will be accountable for developing the operations function at Contis – looking at both internal operations (including business resilience and process improvement) and client operations, driving the growth of our key accounts providing best-in-class support to our clients.

They will be responsible for a broad set of functions and teams, including account management, client support, technical client support, onboarding, and operations in general.

They will also be responsible for our call centre operations, that directly support our clients’ customers.

This role is fundamental for Contis’ success and will report directly to the Managing Director of Contis, sitting on Contis’ executive team.

It will also require coordination and collaboration with equivalent roles within the Solarisbank group.

To be successful, the candidate has to demonstrate superb client focus, attention to detail, inspirational vision and great stakeholder management skills.

We have talented teams across all our functions, and we are always interested in talking to more talented people who want to be a part of this journey. 

Responsibilities & Duties : 

Overall

• Understand our product and services and be completely up to speed with all new propositions launched.
• Deeply understand our clients and their operations, what success looks like for them and what we need to do to be able to support their growth.
• Structure Contis end to end client operations in order to achieve client revenue growth and highest possible NPS.
• Bring a commercial mindset to client operations, ensure the team always focuses on the ultimate goal – grow our clients.
• Be the escalation point for all client issues both internally and externally.

Management of Client Operations

• Provide leadership and very clear direction to the whole client operations organisation, composed of: Account Management, Onboarding, Client Support, Technical Client Support, Call Centre Operations.
• Identify and execute plans to improve the way the whole client organisation operates.
• Ensure we have the most efficient process from contract signature to go live.
• Ensure we have the most efficient process for enhancing client programs and for fixing any potential live issues.
• Ensure we have the most efficient process for closing client
• In all cases ensure we always maintain the right trade-off between simplifying client processes and ensuring we are fully compliant to regulations.

Management of Internal Operations

• Understand our regulatory requirements and ensure we have structure and processes in place to cope with it.
• Be the guardian of critical activities such as Operational Resilience.
• Identify areas for process improvement, draw and execute plans for addressing them.
• Own and lead on Contis’ business continuity plan.
  

• Work in strict collaboration with the MD Sales to align on commercials for new sales (prospects) vs upsell / cross sell (clients)
• Align with all other exec members with regards to strategy, product, technology, regulations.
• Establish a strong relationship with the COO and CCO at Solarisbank – share and implement best practices
• Empower and manage the team to facilitate efficient delivery of objectives in line with Contis’ values and drive professional development of team-members

Skills & Knowledge Required : 

• Strong knowledge of the BaaS space, ideally in payments and / or crypto
• Strong commercial background
• Very good understanding of operational dynamics within a regulated business
• Passion for helping clients succeed
• ‘Completer-finisher’ with great attention to detail.
• Proven leadership skills across large organisations
• Proven ability of scaling organisation and improving processes.
• Ability to build consensus, command respect at all levels of an organisation.

All of the above should be clearly demonstrated through behaviours in-line with Contis’ Values: Customer, Ownership, Nimble, Teamwork, Innovation and Simplicity.

Why Work at Contis ?

• We seek out and hire only exceptional talent, and therefore recognise that each individual brings value and contribution which has made us who we are today.
• We have a tech stack to be proud of and a working environment framed by our Contis values and behaviours.
• We are passionate people who share a common vision, can think big, and thrive on delivering results.
• We value diversity of thought and expect that you bring all of you to work; your passion, creativity and ideas on how we can be the best in the space that we operate in.
• In return we will help you to be the very best that you can, we will support with development, give you opportunities to get involved in key projects and offer exposure to challenges that you may not get in a larger organisation.

The benefits on offer:

• 25 days annual leave
• Birthday Policy
• Yearly Performance Bonus
• EAP
• Employee Referral Bonus
• Private healthcare
• Pension scheme, with Company contribution
• Membership of our life insurance scheme

Contis is an equal opportunity employer, embraces diversity and builds an inclusive environment for its employees and customers. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.