Team Leader / Product & Process Manager – Spanish Market based in Prague

Pracovní nabídka

Who we are

We are a growing fintech company delivering end-to-end credit management, customer communication and legal services for both B2C and B2B clients across the non-banking and financial sector.

Our scope goes far beyond traditional debt collection. We support any type of product and portfolio, covering the full customer lifecycle – from early-stage pre-collection and customer service, through out-of-court and judicial collection, all the way to legal and enforcement processes.

We combine contact center operations, digital communication channels (including messaging and social platforms) and structured legal workflows to create solutions that are effective, compliant and scalable.

We work in close partnership with our clients to design market-specific operating models, tailored to local regulations and customer behavior. As part of our expansion to the Spanish market with a long-term strategic partner, we are building a cross-border setup where commercial activities are handled locally, while operational delivery and process ownership are based in Prague.

What you will be responsible for

• Team leadership & operations
• Leading and developing a Prague-based team of approx. 7–8 operators working with Spanish portfolios
• Call listening, quality monitoring, coaching, training and onboarding
• Performance management, motivation and daily operational support
• Ensuring high-quality, compliant and customer-oriented communication
• Product & process ownership
• Implementation of new Spanish portfolios from scratch
• Designing, setting up and documenting operational workflows
• Creating and testing communication strategies and templates (incl. A/B testing)
• Monitoring KPIs and proposing continuous improvements
• Optimizing processes across the full customer lifecycle (pre-collection, collection, legal phase)
• Cross-border cooperation
• Close cooperation with our sales/business manager in Spain
• Preparation of materials for clients and internal teams
• Participation in selected online client meetings to explain operational setup and delivery model

What we are looking for

• Native-level Spanish (spoken and written)
• Fluent English (working language)
• Experience in collections, contact center operations, customer service or financial services
• Previous experience as a team leader, supervisor or process owner
• Strong process-oriented and analytical mindset
• Ability to work in an environment where things evolve and are not fully defined from day one
• High level of ownership, independence and responsibility
• Willingness to work from Prague (operations are Prague-based)

What we offer

• Key role in an international setup – you will play a central role in building and shaping our Spanish market operations
• High level of autonomy and ownership – real influence over processes, standards and ways of working
• Combination of leadership and product responsibility – not a routine role, but one with visible impact
• Direct cooperation with senior stakeholders (sales, business, partners)
• Opportunity to grow with the project – both professionally and in scope of responsibility
• Performance-based bonus linked to team results and project delivery
• Budget for learning, language courses and professional development
• Friendly, informal company culture with short decision-making lines
• Modern office environment in Prague (no corporate open-space)
• Flexible working hours and a reasonable approach to work-life balance
• Full onboarding and continuous training, including product, process and compliance know-how
• Competitive compensation reflecting responsibility and experience

Interested?

If this sounds like something you would enjoy, we’d love to hear from you.
Please send us your CV or LinkedIn profile, and we’ll be happy to connect.

Let’s build something meaningful together.