Chief Operations Officer (COO)

Job description

Poste et missions

Your MISSION & much more ...

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Operations & Contracting: Standardize templates and workflows; ensure timely, error-free contract drafting, printing/e-sign, and archiving; increase STP and digital signing adoption.

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KYC & Onboarding Controls: Ensure robust customer due diligence, ongoing monitoring, and audit-proof documentation aligned with Italian and EU regulation.

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Customer Service: Build a proactive service model with clear SLAs, first-contact resolution and complaint handling aligned to regulatory expectations.

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Process Re-engineering: Map and redesign E2E processes (equipment, transport, and real estate leasing), eliminate manual steps, deploy automation/RPA where sensible.

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People & Organization: Shape the org design and span of control; set clear RACIs and performance metrics; coach managers and team leaders.

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Change & Stakeholder Management: Align two legal entities on one way of working; communicate clearly upward and across functions (Sales, Credit, Risk, Legal, IT).

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Risk, Compliance & QA: Embed controls by design; meet Bank of Italy expectations; enforce segregation of duties, 4-eyes checks, GDPR, sanctions screening.

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Performance Management: Install daily/weekly huddles, visual management and KPI dashboards; drive continuous improvement.

Profil et compétences requises

Own the end-to-end post-approval journey from credit approval to customer activation: contract drafting & issuance, KYC controls, customer communication, onboarding and servicing. The COO will stabilize, structure and scale a multi-site team, driving standardization, automation and SLA discipline to minimize lead-to-service time and elevate quality.