- Overseeing recruitment and performance review processes.- Providing regular feedback on the team’s performance: Quality Checks & Quarterly/Annual Reviews.- Managing the development and upskilling of operational staff to a high level of expertise.- Coordinating requests from different stakeholders.- Optimising the policies, processes, and procedures to increase the department's productivity and efficiency regularly.- Keeping the Knowledge Base up to date.- Monitoring workload volumes and reassign resources when needed/possible.- Providing guidance and support to the team, especially the Seniors and Leads, to ensure we always deliver at or above expectations. - Being responsible for the daily monitoring of performance metrics.- Reviewing and optimising operational processes and procedures, identifying flaws, and implementing methodologies to fix or mitigate them.- Being responsible for providing reports upon request from the head of the department.- Conducting ad hoc reviews or investigations whenever appropriate or requested.- Staying aware of critical issues within the department and maintaining a solid knowledge of our back-office tools and their settings, strengths, and weaknesses.- Allocating resources efficiently: human resources, budget, and time.

- Team training and coaching (including seniors). - Initiate and follow up on improvement plans.- Manage staff shifts and schedules.- Ensure the Team always acts according to internal procedures.- Support the Ecommerce Operations Team members and be the point of reference of the Ecommerce Operations Team for the other departments. - Translation of regulatory requirements into procedures.- Strongly contribute to department tools/systems optimisation.- Monitor workload volumes and reassign resources when needed. - Support upper management to set up quarterly Team KPIs - Support the daily operations to meet set KPI requirements. - Provide daily, weekly, and monthly reports on the operations workload and KPI statuses. - Assisting the line manager in any ad-hoc projects/tasks linked to the Ecommerce Team scope. - Assist in the recruitment process, conduct job interviews.

Leading by Example on work ethic, culture, policies, processes and procedures:- Procedures drafting, review and optimisation.- Build metrics and reports on transactions, share insights to improve: Approval Rates, Transactions Cost, Risk and Fraud Mitigation.- Be one of the points of reference of the eCommerce Department for other departments.- Provide daily, weekly and monthly reports on the operations workload and KPI statuses.Team training on processes and procedures:- Provide induction training to new starters in the eCommerce Department and contribute upskilling operational staff to a higher level of expertise by conduction ad-hoc awareness training.- Perform quality checks to assess team performance and with the aim of identifying training needs among the staff.eCommerce management, fraud and risk mitigation:- Monitor financial activities across all channels to identify, assess and mitigate fraudulent behavior.- Manage high risk transactions and transactions disputes (chargebacks, fraud notifications, …).- Detect and monitor possible Money Laundering transactions, forward appropriate Suspicious Activity Reports (SARs) to the MLRO.

- Review accounts registrations and deposits perform checks on established customers and request the relevant KYC documents based on determined customer risk level and internal procedures.- Monitor activities across all channels to identify, assess and mitigate fraudulent behaviour and promotions abuse. - Act according to internal procedures with regards to transactions acceptance and account restrictions.- Review, validate or deny funds transfers requests in a timely manner, via different payment methods offered.

- Verify customer accounts details (KYC)- Monitor, approve or reject account registrations, deposits and withdrawals- Apply measures to mitigate financial fraud, abuse and risk in a timely manner- Detect and report transaction issues

- Contact providers to get different type of info from them.- Save and organise information internally.- Work alongside the content team to make sure all info needed is there.- Research for new suppliers (operators, accommodation, etc.) and get rates from them.- Revise carefully providers' information to make sure there are no discrepancies.- Contribute to creating a manual/handbook for the Product Development department.

Animations commerciales dans différents points de vente, réalisation de rapports post-animation.

Through Medsea, I had to classify documents, to notify to every client the arrival of their containers at the harbour, give them all the documents they needed to can get back their goods,...

My various missions were to propose to the customers offers custom to their budget and their desires.Our goal would be to provide a quality service and deliver positive, fun and unforgettable experiences.