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About the Role

Lead your team through their entire lifecycle, from hiring and onboarding to development and performance evaluation. Drive daily operations by translating KPIs into goals, analyzing performance, and implementing strategies for shifting volumes. Own service quality by collaborating with QA and L&D experts to close knowledge gaps through coaching and feedback. Act as a domain owner, translating client feedback into actionable requirements and process improvements. Manage stakeholder communication during incidents.

Responsibilities

Lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
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.
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.
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.
Effectively manage stakeholder communication during incidents, ensuring your team is always aligned on the latest updates and workflows.

Requirements

Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within the financial services, FinTech, or banking sector.
Strong analytical capabilities, comfortable with interpreting data, compiling performance reports, and translating statistical insights into actionable strategies.
Empathetic yet performance-oriented leader skilled at motivating teams, conducting structured performance reviews, and creating development plans.
Keen eye for continuous improvement, process optimization, and quality ownership, with a track record of streamlining the client experience.
Experience in tax is a plus, but not required.
Fluent in English, both written and spoken.
Additional language skills, such as Italian or German, are a strong plus.

Skills

Leadership
Management
Operational
Client-facing
Analytical
Data interpretation
Performance reporting
Strategy development
Team motivation
Performance reviews
Development planning
Continuous improvement
Process optimization
Quality ownership
Client experience streamlining
Stakeholder communication
Incident management
Coaching
Feedback delivery
English fluency

Location

Munich
Berlin
Vienna
Milan
London
Remote (from abroad)

Work Type

Full-time
Hybrid
Remote

Experience Level

Leadership
Management
Senior Operational

Salary/Compensations

Attractive compensation package

Benefits

Individual Education Budget
Free German language classes
International relocation support
Attractive compensation package
Company pension scheme
Monthly contribution of 50% for the ‘Deutschland Jobticket’
Complimentary subscription of Scalable Capital's PRIME+ Broker
Flexible and discounted sports activities with Urban Sports Club

About the Company

Scalable Capital is a leading digital investment and banking platform with a full banking licence, empowering people across Europe to shape their own finances.
Scalable Broker makes it easy and affordable for clients to invest professionally in stocks, ETFs, cryptocurrencies, and derivatives, as well as set up savings plans.
Scalable Wealth, the digital wealth management service, offers clients professional investment in ETF portfolios, and is also adopted as a white-label solution by banks and other B2B partners.
The company’s offerings are rounded off by attractive interest rates, loans, and private equity.
With the European Investor Exchange, Scalable Capital offers an exchange specifically for retail investors.
Over one million clients have already entrusted more than €50 billion to the platform.
Founded in 2014, Scalable Capital now employs over 700 people across Munich, Berlin, Vienna, Milan, and London.
Together with the founding and management team, including Erik Podzuweit and Florian Prucker, they are working on a new generation of financial services.
Visit our finance blog or check out our Social Media channels to find out what our Expert Teams have to say.
Our Company Values guide us every day in how we work and collaborate.