• Conduct preparatory work for new projects, document operational processes, support planning efforts, and proactively identify inefficiencies to recommend and implement process improvements.

• Develop and maintain troubleshooting instructions; lead knowledge transfer and training sessions to ensure efficient onboarding and continuous development of support teams.

• Perform regular quality review checks to ensure service consistency and drive continuous improvement in operational delivery.

• Manage the complete invoicing lifecycle, including data validation, interest revenue reporting, and execution of soft collection strategies for outstanding payments.

• Compile, analyze, and distribute SLA/KPI performance reports; lead monthly support reviews to assess service quality, team performance, and highlight trends for improvement.

• Support teams by coordinating the collection of necessary documentation and information required for audits and compliance review.

• Provide daily operational support by monitoring support tickets, ensuring timely resolution, and escalating complex issues or manual requests to back-office or third-line support as needed.

• Facilitate and actively participate in meetings with partners and internal stakeholders; contribute to weekly support calls to align priorities, address challenges, and coordinate ongoing activities.

• Bachelor’s degree in Finance or a related field.

• Minimum of 2 years of experience in operations or customer support within core banking sectors.

• Proven experience working with corporate clients, including issue resolution and stakeholder engagement.

• Adaptable to dynamic environments and evolving operational demands.

• Good level of Polish and English, with strong written and verbal communication skills.

• Strong analytical and problem-solving skills; capable of troubleshooting and resolving complex operational issues independently.

• Highly organized, detail-oriented, and comfortable managing multiple priorities in a fast-paced environment.

• Familiarity with tools such as Jira, Excel, and other ticketing/reporting platforms is a strong plus.

• Solid understanding of operational processes, including SLAs and KPIs; experience in process improvement initiatives is an advantage.

• Demonstrated ability to work effectively with cross-functional and multicultural teams.

• Self-motivated with a proactive attitude and the initiative to identify and implement improvements.

Diverse teams really are the best teams. Research shows that some candidates may hesitate to apply for a job unless they meet every requirement. If you are excited about working with us, we encourage you to apply - even if you're not 100% sure. We are interested in getting to know you and learning about what you bring to the table.

Please note that we may close a job posting early if we receive a large number of exceptional applications.

Good luck!