Team Lead Client Service (mfx)

• You lead your team through their entire lifecycle from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
• You drive the daily operational steering of your team by translating departmental KPIs into transparent goals conducting root-cause performance analyses and implementing strategies to handle shifting volumes.
• You own the service quality within your team collaborating directly with our Quality Assurance and Learning & Development experts to close knowledge gaps through targeted coaching shadowing sessions and actionable feedback.
• You act as the domain owner for your specific topic area translating valuable client feedback into actionable requirements and proactive process improvements to reduce contact volume.
• You effectively manage stakeholder communication during incidents ensuring your team is always aligned on the latest updates and workflows.

Qualifications :

• You have proven experience in a leadership management or senior operational role within a client-facing environment ideally within the financial services FinTech or banking sector.
• You possess strong analytical capabilities feeling highly comfortable with interpreting data compiling regular performance reports and translating statistical insights into actionable real-world strategies.
• You are an empathetic yet performance-oriented leader who excels at motivating teams conducting structured performance reviews and creating development plans to retain high-potential talent.
• You have a keen eye for continuous improvement process optimisation and quality ownership with a track record of streamlining the overall client experience.
• Experience in tax is a plus but not required.
• You are fluent in English both written and spoken. Additional language skills such as Italian or German are a strong plus.

Additional Information :

• Be part of one of the fastest-growing and most visible Fintech startups in Europe creating innovative services that have a substantial impact on the lives of our customers
• Work with an international diverse inclusive and ever-growing team that loves creating the best products for our clients
• Be productive with the latest hardware and tools
• Learn and grow by joining our in-house knowledge sharing or career development sessions and spending your individual Education Budget 
• Learn and experience German culture first hand by joining our free German language classes
• International relocation support is provided if required 
• Opportunity to work from abroad
• Benefit from an attractive compensation package and from the company pension scheme
• Monthly contribution of 50% for the Deutschland Jobticket
• Say goodbye to order commissions and say hello to your complimentary subscription of Scalable Capitals PRIME Broker
• Enjoy flexible and discounted sports activities with Urban Sports Club

Remote Work :

No

Employment Type :

Full-time