TrueTalk with Francesca Penazzi, Head of Customer Operations

Tell us about your role.

I have been at TrueLayer for almost four years, and right now I’m the Head of Client Operations, based in our Milan office. I have the privilege to look after the team who looks after our clients.

Both our client operations specialists and technical support engineers offer tailored support and investigate complex technical issues. I'm amazed by their product knowledge and their focus on improving our efficiency and organisation. This team has also been of incredible personal support in many instances, we are a close-knit group and that’s pretty special.

What brought you to TrueLayer?

After spending seven years working in the fintech industry in London, I decided to return to Italy and explore a new sector. However, I came to realise that fintech is where my true passion and skills lie. It’s an industry that truly excites me, and I thrive in its fast-paced, innovative environment. Just as I was contemplating a return to the sector, I’m thrilled that TrueLayer reached out to me at the perfect time for a career change.

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I am excited to see every member of the ClientOps team developing and taking huge leaps for their careers.

What are you most excited about over the next year at TrueLayer?

I am excited to see how our Pay by Bank product and branding will continue to add new merchants and how this will create opportunities for all of us working here. I am also excited to see every member of the ClientOps team developing and taking huge leaps for their careers.

What’s a typical day at TrueLayer for you?

No day is the same! I would start with checking what is on my calendar and prepare for any meetings or 1:1. A lot of our communication goes via Slack, so I always have an eye on it and try to be prompt in responding to questions or issues. I do enjoy working from our very cool Milan office and will never say no to a quick espresso with a colleague.

Thanks to TrueLayer's hybrid work policy, I also get to work remotely from my parents home where my best friend Olmo (a Lagotto Romagnolo dog) lives and at the end of the work day we enjoy at least a one-hour walk together

What advice would you give to someone on their first day at TrueLayer?

1. Make the most of being a new joiner, tomorrow you'll be already a veteran.

2. Ask questions, be curious and add your point of view.

3. Enjoy the ride, your career is long and at TrueLayer it goes at 2x speed.

How have you changed since you joined TrueLayer?

I have noticed that I am bolder and more courageous. And generally speaking, my capacity to handle lots of different projects and tasks has exponentially increased.

Strangest job you’ve ever had?

When I was 17 years old I was an order picker in a stationary factory called Cartorama. There were lots of cute things and when a box was damaged or a product was no longer in trend, I would be able to take something home with me.

If you weren’t doing what you’re doing, what might you have done?

I am very creative and love gardening, so in my spare time I take flower arrangement classes. I would love to be a floral designer, gardener and maybe even own my own little flower shop one day.

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Don't be afraid, just believe. If we listen too much to our fears, we’ll miss out on some great adventures and meeting some extraordinary people. So, just believe and take that leap of faith.

When you’re not at work, where might we find you?

Definitely Gardening, Planning parties or weddings, celebrating weddings, interpreting, mentoring women or anything to do with public speaking. Still trying to work on my stand up comedy debut though!

Words to live by?

1. Don't be afraid, just believe. If we listen too much to our fears, we’ll miss out on some great adventures and meeting some extraordinary people. So, just believe and take that leap of faith.

2. Just do the next right thing. Life goes fast, sometimes it can feel overwhelming, so when pacing myself, I try to do the next right thing and normally the rest will flow.

Any books, podcasts or films you’d recommend?

5 Levels of Leadership by John Maxwell and Braving the Wilderness by Brené Brown.The first book explores five leadership levels that we will all experience and re-experience throughout our careers, which has helped me to focus on continuous development. The second book has been particularly helpful, as I readjust to life in Italy after spending several years living abroad in London and Tokyo.