CHIEF OPERATIONS OFFICER - LEASING SECTOR
Descrizione dell'offerta
Overview
Our client is a leading international company in the leasing sector. In order to strengthen its local structure, it has entrusted us with the search for the following professional profile :
CHIEF OPERATIONS OFFICER
LEASING SECTOR
The role will 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.
Responsibilities
- Operations & Contracting: Standardize templates and workflows; ensure timely, error-free contract drafting, printing / e-sign, and archiving; increase STP and digital signing adoption.
- KYC & Onboarding Controls: Ensure robust customer due diligence, ongoing monitoring, and audit-proof documentation aligned with Italian and EU regulation.
- Customer Service: Build a proactive service model with clear SLAs, first-contact resolution and complaint handling aligned to regulatory expectations.
- Process Re-engineering: Map and redesign E2E processes (equipment, transport, and real estate leasing), eliminate manual steps, deploy automation / RPA where sensible.
- People & Organization: Shape the org design and span of control; set clear RACIs and performance metrics; coach managers and team leaders.
- Change & Stakeholder Management: Align two legal entities on one way of working; communicate clearly upward and across functions (Sales, Credit, Risk, Legal, IT).
- Risk, Compliance & QA: Embed controls by design; meet Bank of Italy expectations; enforce segregation of duties, 4-eyes checks, GDPR, sanctions screening.
- Performance Management: Install daily / weekly huddles, visual management and KPI dashboards; drive continuous improvement.
Requirements
- Background: 10+ years in Operations for financial services / leasing or adjacent asset-based finance.
- Proven leadership of operations with turnaround / transformation track record.
- Deep process expertise in contracting, KYC / AML onboarding, customer service; strong regulatory fluency (Bank of Italy supervision, GDPR, sanctions).
- Toolbox: Lean / Kaizen, workforce management, SLA design, queueing basics, root-cause analysis; familiarity with e-sign, workflow / BPM, RPA.
- Stakeholder strength: Tough but fair; able to reset norms, handle resistance, and communicate crisply with team, senior leadership and frontline.
- Languages: Italian (native) is mandatory. English is mandatory. French is a plus.
- Education: Bachelor’s / Master’s in Business, Engineering, Economics or similar.
- Place of work: Milano (hybrid).