As a leading debt collection specialist in France, iQera supports major companies and financial institutions in managing customer risk, from preventing unpaid debts to recovering outstanding receivables, while placing customer relationships and respect for people at the heart of everything we do.

Today, iQera is undergoing a major transformation alongside its new reference shareholder, Arrow Global, with the ambition of strengthening its competitiveness and building a sustainable, profitable future.

At iQera, we don't just hire resumes we build a community of passionate, curious people who are eager to learn, grow, and push boundaries in a fast-changing environment.

Our Tribe is made up of more than 2,300 talented people across 10 locations in 4 countries, all driven by one shared belief: excellence is built through diversity.

We give everyone the opportunity to develop their skills, grow their career, and contribute to responsible performance in a supportive, respectful, and stimulating workplace.

Proud of our values of openness, respect, and commitment, we actively promote inclusion and support the employment and career development of people with disabilities.

Your responsibilities within our Tribe

Client Engagement & Satisfaction

• Monitor and improve Net Promoter Score (NPS) across implementation and support phases
• Analyze NPS feedback to identify key drivers of customer satisfaction and dissatisfaction and long-term loyalty
• Implement action plans to improve client experience based on NPS insights

Implementation & Project Management

• Lead end-to-end implementation projects for new and existing clients
• Define and document functional and business requirements in collaboration with clients
• Manage project timelines, milestones, and deliverables using project management tools
• Coordinate cross-functional teams (integration, development, infrastructure, third parties)
• Ensure quality assurance, testing, and validation before client delivery
• Track and resolve implementation issues and risks proactively
• Maintain accountability for successful project execution and customer satisfaction
• Identify opportunities to automate implementation tasks (e.g., configuration, data setup, testing processes) to accelerate delivery

Client Engagement & Relationship Management

• Act as the primary point of contact during implementation phases
• Lead client workshops and requirement-gathering sessions
• Provide expert advice on system capabilities and business solutions
• Ensure high client satisfaction and long-term relationship building
• Communicate clearly on progress, risks, and solution impacts

Transition to Support (Run Phase)

• Ensure smooth handover from implementation to ongoing operations
• Collaborate closely with support teams to maintain continuity
• Validate readiness of systems, processes, and documentation before transition
• Ensure automation components (monitoring, alerts, workflows) are in place before go-live

L1 Support Team Management

• Lead and manage the Level 1 Support team to ensure SLA compliance

Monitor key performance metrics including:

1.  First Contact Resolution (FCR)
2. Response and resolution times
3. Ticket volumes and trends

• Oversee ticket escalation processes
• Ensure platform monitoring and incident handling
• Promote automation of repetitive support tasks (e.g., ticket categorization, routing, response templates, self-service solutions)
  
  

Automation & Continuous Improvement

• Promote a culture of continuous improvement, analyses recurring issues and ensures permanent fixes
• Drive automation initiatives using RPA, workflows, and AI where applicable
• Identify repetitive, manual, or error-prone processes and implement automation solutions
• Develop self-service capabilities and knowledge base improvements to reduce support load
• Collaborate with technical teams to embed enhance functionalities into product architecture

Governance, Compliance & Performance

• Ensure adherence to data protection and security policies
• Monitor financial and operational KPIs
• Manage resource allocation effectively (people, tools, budgets)
  
  

Your distinctive profile

• Strong customer focus and service orientation
• Strong project and stakeholder management skills
• Ability to lead cross-functional teams and influence outcomes
• Strong analytical and problem-solving abilities
• Excellent communication skills in French and English
• High level of autonomy and accountability
• Strong interpersonal and collaboration skills
• Continuous improvement and automation mindset
• Bachelor’s Degree (preferred but not mandatory)
• Minimum 5+ years of project management experience
• Experience in client-facing implementation roles
• Knowledge of debt recovery or financial services is an advantage
• ITIL certification is a plus

If you wish to be part of our Tribe and this offer has retained your attention, send us your candidature or  :

Join us every 3rd Thursday of the month, from 16 July through December, between 11:00 AM and 4:00 PM.

🤝 Meet our team.
🏢 Discover our culture.
💼 Explore exciting career opportunities.
💬 Ask questions and get to know us.

Whether you're actively job hunting, thinking about your next move, or simply curious, come and say hi, we'd love to meet you!

📅 Save the dates and drop by. We can't wait to welcome you! 🎉