💼 About This Role

You'll lead a team across Customer Ops, KYC Ops, and AFC Ops, ensuring fast and compliant customer lifecycle for a Brokerage-as-a-Service platform. You'll drive automation and performance management to turn operations into a highly efficient machine.

🎯 What You'll Do

• Lead and coach a team across Customer Ops, KYC Ops, and AFC Ops
• Manage day-to-day performance, SLAs, backlogs, and cycle times
• Own and evolve KYC operations with strong QA standards
• Lead automation initiatives to eliminate manual work

📋 Requirements

• Multi-year operations experience in a regulated FinTech/Banking environment
• Hands-on expertise across Customer Service Ops, KYC Ops, and AFC Ops
• Proven people leadership experience including coaching and performance management
• Strong cross-functional stakeholder management with Product & Engineering
• Fluent in German and English

✨ Nice to Have

• Brokerage experience
• Experience with 2nd Line of Defense

🎁 Benefits & Perks

• 🚀 Competitive compensation package
• 🕑 Flexible working hours with core hours 12-16
• 🏢 Hybrid work setup with 7+ days per month on-site in Berlin
• 📈 Personal development with mentorship, career framework, and learning budget
• 💛 Deutschlandticket and 50% off Beatvest

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Offer· 30 min

🚩 Heads Up

• Requires leadership but no explicit experience level years stated
• Mentions 'multi-year' vaguely without specific range