Our client is a leading international company in the leasing sector. In order to strengthen its local structure, it has entrusted us with the search for the following professional profile:

CHIEF OPERATIONS OFFICER

LEASING SECTOR

The role will own the end-to-end post-approval journey from credit approval to customer activation: contract drafting & issuance, KYC controls, customer communication, onboarding and servicing. The COO will stabilize, structure and scale a multi-site team, driving standardization, automation and SLA discipline to minimize lead-to-service time and elevate quality.

Main responsibilities:

• Operations & Contracting: Standardize templates and workflows; ensure timely, error-free contract drafting, printing / e-sign, and archiving; increase STP and digital signing adoption.
• KYC & Onboarding Controls: Ensure robust customer due diligence, ongoing monitoring, and audit-proof documentation aligned with Italian and EU regulation.
• Customer Service: Build a proactive service model with clear SLAs, first-contact resolution and complaint handling aligned to regulatory expectations.
• Process Re-engineering: Map and redesign E2E processes (equipment, transport, and real estate leasing), eliminate manual steps, deploy automation / RPA where sensible.
• People & Organization: Shape the org design and span of control; set clear RACIs and performance metrics; coach managers and team leaders.
• Change & Stakeholder Management: Align two legal entities on one way of working; communicate clearly upward and across functions (Sales, Credit, Risk, Legal, IT).
• Risk, Compliance & QA: Embed controls by design; meet Bank of Italy expectations; enforce segregation of duties, 4-eyes checks, GDPR, sanctions screening.
• Performance Management: Install daily / weekly huddles, visual management and KPI dashboards; drive continuous improvement.

Requirements:

• Background: 10 + years in Operations for financial services / leasing or adjacent asset-based finance.
• Proven leadership of operations with turnaround / transformation track record.
• Deep process expertise in contracting, KYC / AML onboarding, customer service; strong regulatory fluency (Bank of Italy supervision, GDPR, sanctions).
• Toolbox: Lean / Kaizen, workforce management, SLA design, queueing basics, root-cause analysis; familiarity with e-sign, workflow / BPM, RPA.
• Stakeholder strength: Tough but fair; able to reset norms, handle resistance, and communicate crisply with team, senior leadership and frontline.
• Languages: Italian (native) is mandatory. English is mandatory. French is a plus.
• Education: Bachelor’s / Master’s in Business, Engineering, Economics or similar.

Place of work: Milano (hybrid).