Own and improve end‑to‑end sales, onboarding, and servicing processes (lead intake, KYC/credit checks, decisioning, disbursement).
Drive efficiency through automation, clear controls, and continuous process improvements.
Shape and manage customer communications across the full funnel, ensuring clarity, consistency, and high satisfaction.
Monitor key KPIs (conversion, time‑to‑activation, first‑payment rate, delinquency, NPS) and turn insights into action.
Establish quality assurance standards and incident management practices.
Train and enable Customer Service Specialists, acting as an operational subject‑matter expert.
Collaborate closely with the Country Manager, local operations teams, and external partners.
Support market entry initiatives, product launches, and commercial pilots.

Proven experience in sales, operations, or customer service leadership — ideally in banking, fintech, or consumer finance.
Strong understanding of sales funnels, onboarding, and customer operations.
Data‑driven, structured, and solution‑oriented mindset.
Excellent communication skills and stakeholder management capabilities.
Comfortable with CRM, loan origination systems, BI tools, and Excel.
Experience with the Italian market is a strong plus.
Fluent English and Spanish (required)
Fluent Italian (preferred)

Sales & Operations Lead

Key skills