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About the Role

As Investor Operations Lead, you will build the servicing engine that keeps every Moonfare investor ready-to-invest, compliant, and expertly served. You will act as Moonfare's 1st line of defence, partnering directly with Compliance and Commercial leadership, and leading a team of 6-7 across three functions: Investor Regulatory Operations, Investor Payment Operations, and Investor Services. This is a player-coach role where you will set direction and be hands-on, reviewing complex procedures and handling sensitive investor escalations.

Responsibilities

Lead and develop a team of 6-7 across Regulatory Operations, Payment Operations, and Investor Services.
Design and own the 1LoD controls framework, ensuring it is audit-ready and evolves with regulatory changes.
Set the standard for regulated process execution, including KYC/AML and client professional classification.
Partner with AI and R&D to design and govern AI-augmented onboarding and servicing workflows.
Hold rigorous vendor oversight for KYC Provider and Fund Administrator, evolving them to SLA-driven governance.
Own the selling vs servicing framework with Commercial, ensuring clean handoffs and CRM maintenance.
Act as the Voice of the Investor in senior forums, translating team insights into product and commercial decisions.

Requirements

Experience as a player-coach with a track record of building or scaling a small ops team (5-15 people) in a regulated environment.
Experience building and scaling a reactive servicing or support function, including SLA frameworks, quality programs, and escalation paths.
Direct operational experience in regulatory onboarding (KYC/AML/suitability), capital call and distribution processing, or investor servicing at scale.
Hands-on familiarity with MiFID II professional classification and translating German (GwG/BaFin) and Luxembourgish (CSSF) requirements.
Experience designing or running a controls framework (1LoD ownership).
Experience deploying automation, AI, or agentic workflows to eliminate manual work in a regulated context.
Proven track record holding external providers (KYC, fund administrators) to high operational standards through SLAs and governance.
Genuine empathy for the investor experience, with experience handling sophisticated client escalations.

Skills

MiFID II professional classification
KYC/AML
CSSF requirements
BaFin/GwG requirements
AI-augmented workflows
Vendor management
SLA frameworks
Quality programs
Capacity models
Tiered escalation paths
Coverage strategies
Capital call processing
Distribution processing
Investor servicing
Automation
Agentic workflows

Location

Berlin

Work Type

Full-time

Experience Level

Player-coach
Team lead

Benefits

Ownership and Impact
Transparent Environment
Personal Growth budget (€1,500 or 2% of base salary)
Company pension scheme (20% employer contribution)
25-30 vacation days
Daily lunch in the Berlin office
Subsidised Public Transport (Deutschland job ticket)
Subsidised Urban Sports Club membership

About the Company

Moonfare delivers sought-after funds and investments in private markets, subjecting every opportunity to a rigorous vetting process.
The team combines finance veterans with talent from tech, consulting, law, and other industries.
Headquartered in Berlin, Moonfare operates from eight offices across Europe, the US, and Asia.

Equal Opportunity

We understand the important role that diversity plays in our success. Different backgrounds, experiences and ideas push us further and raise the bar.
We're committed to developing an inclusive and safe culture where everyone — regardless of colour, race, religion, sex, origin, sexuality, disability, marital status, citizenship or gender identity — knows that they are an integral part of the team and can bring their full potential to their work.