Billie is the Buy Now, Pay Later Berlin-based fintech company, that allows business buyers to purchase goods now and flexibly defer payment to a time that suits their individual needs best––whether they shop online, in-store, via phone or email. At the same time, merchants get paid upfront while benefiting from full payment default risk protection as well as higher conversion rates and basket sizes in their checkout.
Building business processes early on and fostering communication between the teams lead to significant customer satisfaction increase keeping high portfolio quality.
When I joined as a Risk Operations Manager in 2017, I faced a highly manual customer lifecycle process encompassing acquisition, onboarding, compliance, financing approval, and debt collection. Communication gaps between Sales, Marketing, and Risk hindered efficient operations, relying heavily on CEO and COO involvement for feedback loops. This setup led to delays in customer acquisition and financing, lacked transparency in decision-making, and hindered scalability. Key challenges included fostering collaboration among teams to enhance onboarding and financing experiences, ensuring compliance with external regulations for customer acquisition, streamlining and scaling financing approvals, documenting policies and procedural guides for growing teams, and implementing effective training programs on processes and best practices.
I provided the Sales team with comprehensive checklists for customer calls to ensure sufficient data collection and customised Salesforce for a transparent onboarding flow. I led the online onboarding process expansion with Product, automating necessary steps, and collaborated with Marketing to set clear customer expectations. Regular catch-ups with Tech led to immediate implementation of smaller optimisation solutions and integration of larger initiatives into product planning. Additionally, I worked with the Data team to add crucial data points, create dashboards for key metrics, and improve data models for precise customer behaviour prediction.
In a 30-minute call, we’ll nail down your goals and define the next steps.
You’ll fill out a consulting brief, which I’ll analyse to identify the immediate action points for optimising your business.
In this two-hour meeting, we’ll identify your key challenges and devise a short-term strategy to tackle them.
I’ll map out your process ‘as-is’ versus how it can be optimised, defining gaps and points of growth.
I will motivate your executives and decision-makers to collaborate, elevate unheard voices, and align optimisation efforts with wider company goals.
This is when we turn our vision into reality through 1:1 sessions, process audits, workshops, and more. I’ll be empowering your team to follow through at every step of the way (and following up a couple of months after we finish).
