Ops Specialist - KYC, TM, CX

About

Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand.Swan processes over €2.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca.

Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Our mission

Banking belongs in business software

Many software companies already serve small businesses incredibly well: helping them send invoices, run payroll, manage inventory, and more. They’re on a mission to become the central hub for managing every aspect of business life.

But when it comes to financial workflows, there’s still a gap. Too many critical tasks like managing cash flow, tracking payments, or reconciling accounts happen outside the software, across spreadsheets, email threads, banking portals.

It’s a missed opportunity. Business software shouldn’t just record financial activity — it should run it.

To learn more about us: About Swan ; Career. 

Job description

We are creating three Operations Specialist roles at Swan, in each operational team: KYC, Transaction Monitoring (TM), and Customer Experience. We are looking for analytical, structured, and pragmatic individuals to take on these roles.

You will report directly to the Head of your respective operational team, with a strong dotted-line reporting relationship to the Operational Excellence team.

✨ Your mission

You will support and improve the operational perimeter of the team you join. Working closely with operational teams, Product, Risk, and Compliance, you will own process-related topics from design through implementation and ongoing improvement. You will turn operational feedback and data into practical solutions and help embed a continuous improvement culture across Operations.

✨ Main tasks

• Process design and documentation: Design and formalise processes , coordinate the creation and maintenance of SOPs with Operations managers. Resolve process gaps and inconsistencies, ensure alignment with Product, Risk, Compliance, and regulatory requirements, and support scalable ways of working.

• Change management: Assess the operational impact of new products, policies, tools, and processes. Coordinate implementation, prepare communication and enablement materials, and monitor adoption over time.

• Continuous improvement: Gather operational feedback, incidents, and quality issues; conduct structured root cause analyses; prioritise corrective and preventive actions; and track owners, deadlines, and outcomes.

• Cross-functional collaboration: Represent Operations in Product, Risk, and Compliance forums. Communicate operational requirements, constraints, risks, and dependencies, contribute to prioritisation, and translate decisions into operational routines.

• Data analysis and impact assessment: Analyse volumes, processing times, backlog, quality, SLA performance, customer experience, and iteration rates. Establish baselines and success metrics, evaluate results after implementation, and present clear recommendations.

Preferred experience

✨ You’re a great match if:

• You have 3 to 6 years of experience in KYC, Transaction Monitoring, Customer Experience, or a related operational role.

• You have identified or driven improvement initiatives within your team or department and are comfortable challenging existing processes to identify root causes and better ways of working.

• You combine analytical and problem-solving skills with a practical understanding of process improvement and change management.

• You can coordinate cross-functional teams and drive initiatives forward, even without direct authority over the people involved. You know how to structure a topic, define clear action plans with timelines and responsibilities, involve the right stakeholders, and drive projects through to completion.

• You are proactive and comfortable taking the lead. You communicate assertively, engage stakeholders, and take ownership from problem identification to implementation.

• You can use operational KPIs to identify issues and root causes. Excel or Google Sheets skills are expected; SQL, Metabase, or similar tools are a plus.

• You can structure complex topics, write clear documentation, and communicate effectively with different stakeholders.

Recruitment process

• TA Screening (30 min): Initial discussion to explore your experience, motivation and overall fit for the role.

• Hiring Manager Interview (1 hour): In-depth discussion with your potential future manager, the Head of the relevant operational team, to explore your expertise and operational capabilities.

• Case Study: Practical exercise based on a realistic operational scenario, conducted with the Head of Operational Excellence and your potential future manager, to assess your analytical, problem-solving and execution skills.

• Peer Interview: An opportunity to meet with a supervisor or manager from the Operations team to exchange perspectives on the role, day-to-day challenges and team dynamics.

• N+2 Interview (30 min): Final conversation with Hélène, our COO.