French Leader in debt management & acquisition, iQera helps large companies and financial institutions at every stage of their client financial cycle by combining operational excellence, human and artificial intelligence.
iQera aspires to create the difference through its convictions:

• Achieve the unprecedented
• Play as a team
• Leave a positive impact

More than just resumes, iQera is looking foremost for personalities that will make a difference. The group wants to build a community of collabor’actors that are engaged, atypical and curious to learn, who want to find their path and thrive while giving meaning to their profession.
The Group currently relies on a Tribe of more than 2300 collborar’actors on 13 sites in 6 countries.

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

Withstrong position on the market, a culture focused on technology, cutting edge expertise and human intelligence, we develop the ambition to become a key player in the transformation of our profession. Our objective: improve the financial client relationship of our business clients and answer to their performance stakes.
Our group has a strong policy that favors the integration and employment of people with disabilities. All our offers are open to you.
Offer is located at PORT LOUIS.

If you wish to be part of our Tribe and this offer has retained your attention, send us your candidature.
Start a new adventure with us…