Are you ready to change the market?
PAIR Finance has been setting new standards in digital debt collection since 2016 - data-driven, empathetic and successful. With our AI-based technology, we analyze individual payment situations and design an automated but always personal approach. In this way, we not only enable higher repayment rates, but also maintain trust between debtors and our clients. We are currently active in ten European countries and growing fast. To support this growth, we are looking for a dedicated Incident & Process Optimization Manager (m/f/d) to join our Operations team.
In this role, you will take full ownership of incident management, ensuring fast resolution of process failures while driving a culture of continuous improvement. You’ll combine analytical expertise and a growth mindset to not only resolve incidents but also optimize processes and workflows for long-term efficiency and scalability. If you thrive in fast-paced environments and are passionate about solving problems and improving processes, this role is for you.
What you can do with us:
Incident Management (Your Priority)
Own the Process: Take full ownership of incident management, from detection to resolution, ensuring process stability and reliability.
Proactive Monitoring: Continuously monitor critical business processes and system alerts to identify and address failures before they impact operations.
Fast Resolution: Drive a culture of urgency and precision in resolving incidents, coordinating cross-functional teams to ensure timely solutions.
Root Cause Analysis: Investigate incidents to identify root causes and implement preventative measures to avoid recurrence.
Transparency & Learning: Maintain clear documentation of incidents, resolutions, and lessons learned, turning each incident into an opportunity for improvement.
Collaborate with Data Engineering: Work closely with the Data Engineering team to maintain and enhance the alert system, suggest new metrics, and revise thresholds for existing metrics to ensure optimal monitoring and response capabilities.
Reporting & Visibility: Ensure reporting provides visibility into incident trends, resolution times, and process performance. Communicate key findings and results to main stakeholders to maintain alignment and transparency.
Process Optimization (Your Impact)
Turn Incidents into Opportunities: Use insights from recurring incidents and root cause analysis to identify inefficiencies and prioritize process improvement initiatives.
Drive Process Automation: Partner with BI, Product, and Tech teams to implement automation solutions that enhance operational efficiency and scalability.
Data-Driven Optimization: Analyze data trends to evaluate business cases and recommend changes that improve recovery rates, customer satisfaction, and cost efficiency.
Collaborate for Excellence: Work closely with internal teams and external providers to optimize workflows, ensuring seamless integration and performance.
Foster a Culture of Improvement: Champion a mindset of continuous improvement across the organization, encouraging proactive problem-solving and innovation.
