Operations

• Manage end-to-end customer experience within LCL Product
• Supervise booking and quotations on LCL import and export
• Handle Bill of Lading (BoL) and sea freight documents
• Maintain relationships with customers and vendors
• Assist in resolution of customer queries

LCL Operations Agent

• Advanced Troubleshooting: Diagnose and resolve complex issues by analysing application logs, querying databases, and investigating system integrations.
• Incident Escalation Handling: Act as the primary escalation point for the team, taking ownership of critical incidents and coordinating with engineering through to resolution.
• Knowledge Management: Develop and maintain technical runbooks for incident response and clear process walkthroughs to ensure consistent team operations.
• Process Improvement: Identify recurring problems, perform root cause analysis, and contribute to permanent solutions in collaboration with engineering and product teams.
• Stakeholder Communication: Manage communications with internal teams (primarily CSR and Operations), providing clear updates and resolution plans for escalated issues.
• Regulatory & Compliance Support: Contribute to operational documentation and evidence gathering in support of regulatory requirements (e.g. DORA, FCA).

Technology Operations Analyst – Fixed-Term Contract, 12 months

• Operationalize the channel - Design, implement, and continuously improve the processes, workflows, and tools that enable our team of financial coaches to deliver high-quality coaching at scale.
• Build and lead the team - Hire, onboard, train, and manage a growing team of financial coaches and trainers. Define the training model and build internal capabilities to reduce dependency on external providers.
• Own operational KPIs - Define and monitor the metrics that matter — NPS, number of coachings delivered, team capacity, and productivity.
• Ensure service quality - Translate regulatory and compliance requirements into operational processes, scripts, workflows, and controls — enabling the evolution of the financial training model.
• Partner with Business & Tech - Collaborate with the Growth and Tech teams on CRM setup and tooling to support service delivery and client management.

Head of Wealth Operations

• Oversee, own and optimize the full acquisition and onboarding journey of new therapists, ensuring targets are met in line with company growth.
• Own the implementation of process automation across acquisition and onboarding areas and drive the adoption of AI tooling.
• Oversee and continuously improve the clinical onboarding process and team organization, ensuring a high-quality and consistent experience.
• Act as the cross-team integration lead for new strategic streams of work across the company into the acquisition and onboarding processes.
• Redesign and optimise the therapist offboarding process, ensuring a smooth and compliant experience while gathering scalability and preserving patients needs.

Operations Lead – Supply & Onboarding

• Support members with healthcare and security queries.
• Coordinate medical appointments, authorise treatments, and manage policy claims.
• Assess situations and communicate logistics worldwide.
• Collaborate with a multidisciplinary team in a fast-paced environment.

International Operations Specialist – French, Italian, English

• Strategic support: Serve as the right hand of the Regional Sales Manager for Southern Europe, contributing to daily operations, strategic follow-ups, and project management across the region
• Data-driven insights: Take full ownership of CRM analysis and deliver compelling performance reports that track results across Italy and Spain
• Professional presentations: Craft high-quality documents and slide decks for internal and external stakeholders using Google Suite
• Market research: Conduct thorough research to uncover new business opportunities and fuel our expansion strategy
• Close collaboration: Work directly from our office and travel alongside the Sales Director to ensure tight-knit communication and flawless execution

Sales Operations Associate

• Define and implement the company-wide quality strategy, policies, and systems in alignment with business objectives
• Oversee operational processes to ensure efficiency, scalability, and consistent delivery of services and products
• Lead quality assurance, quality control, and regulatory compliance across all operational areas
• Establish and monitor KPIs and quality metrics to identify areas for improvement and track performance
• Promote a culture of continuous improvement using methodologies like Lean, Six Sigma, and Kaizen
• Manage internal audits, inspections, and external certifications (e.g., ISO, GMP, regulatory bodies)
• Collaborate with cross-functional teams (Product, Engineering, Customer Service, etc.) to solve systemic issues and optimize workflows
• Lead and develop high-performing quality and operations teams, fostering accountability and professional growth

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