Customer Operations Lead (fmx)

Berlin - Germany

Monthly Salary: Not Disclosed

Posted on: 13 hours ago

Vacancies: 1 Vacancy

Job Summary

About

We enable anyone to be an investor. Our mission is to grow investing opportunities for all European customers and businesses. By empowering FinTechs banks and wealth managers to offer investment products we help create financial well-being for their customers.

is a Brokerage-as-a-Service platform: simple digital access to capital markets through a single API. Our API-first infrastructure abstracts brokerage complexity with a well-documented API a self-service customer operations portal and a clear regulatory framework so partners can launch customer-centric compliant products in weeks not months.

As part of the dwpbank Group we share a clear goal: making investing in capital markets more accessible. By combining dwpbanks long-standing expertise and stability with technology-first mindset and speed we are building a modern modular securities services ecosystem. Together we offer faster time-to-market modular services and a modern customer experience that helps financial service providers stay competitive and respond more flexibly in a changing market.

Your Mission

You will ensure delivers a fast reliable and compliant customer lifecycle so our partners can launch and scale investment products with confidence. Sitting in the 1st Line of Defense (1LoD) youll lead Customer Ops KYC Ops and AFC Ops and make sure day-to-day operations run smoothly while meeting regulatory expectations. Youll report to our Head of Operations and work closely with Banking Ops and Securities Ops plus key stakeholders in our Customer Lifecycle domain (Product & Engineering) and our 2nd Line of Defense (Compliance/Risk). Over the first months your focus will be to bring a fresh data-driven perspective quickly diagnosing the biggest drivers of volume risk and customer pain. Youll build a clear prioritization roadmap and execute it. Your main mission is to turn the department into a highly automated machine by redesigning workflows and automating as much as possible (while keeping compliance guardrails intact).

In this role you will:

Develop and lead a team of FTEs and working students across Customer Ops KYC Ops and AFC Ops setting clear expectations coaching and building a high-ownership culture.
Run and improve day-to-day performance across the lifecycle by steering SLAs backlogs cycle times quality and rework ensuring customers and partners get predictable reliable outcomes.
Establish an operating system for the area (daily/weekly reviews capacity planning queue/skill management) that makes priorities bottlenecks and decisions transparent.
Own and evolve KYC operations (onboarding verification document checks remediation periodic reviews where relevant) with strong QA standards sampling and root-cause work to reduce KYC aging and risk.
Own AFC case & alert operations including evidence collection escalation logic and audit trails to ensure defensible decisions and strong audit readiness.
Partner with Product Engineering and 2LoD to translate regulatory and operational needs into scalable workflows permissions logging and controls and ensure every change is operationally ready (SOPs training rollout/support).
Lead automation initiatives across the whole Ops function by eliminating manual work through workflow automation decision engines etc. driving efficiency consistency and faster turnaround times while reducing operational risk.
Own vendor management and communication ensuring external partners/tools meet our requirements for performance scalability and auditability.

Youll be successful in this role if you:

Bring multi-year operations experience in a regulated environment (FinTech/Banking) having hands-on expertise across Customer Service Ops KYC Ops and AFC Ops. Brokerage experience is a strong plus.
Have proven people leadership experience (coaching performance management hiring and capability building).
Show a strong track record in performance management (SLA steering QA frameworks backlog & capacity planning).
Are excellent at cross-functional stakeholder management with Product & Engineering (requirements change management rollouts) and have experience working with a 2nd Line of Defense.
Are hands-on and structured. You like turning ambiguity into operating cadence clear priorities and measurable outcomes.
Are fluent in German and English and comfortable communicating with internal and external auditors.

How we take care of you:

Compensation package: We offer you a competitive salary based on your experience and the value-add you bring to .
Flexible working hours: We trust people to choose when they work best and avoid a rigid 9 to 5 mindset. You decide on the rhythm that helps you do your best work with only shared core hours from 12:00 to 16:00 to support collaboration.
Hybrid work setup: You can work from anywhere in Germany within a hybrid model. At the same time in-person collaboration is a key part of our culture. That being said leadership lemoneers work 7 days or more per month on-site in our Berlin office spending quality time together with the team at events onsites/offsites or over team dinners.
Grow with us: We take your personal development seriously! Youll get regular mentorship and stretch opportunities a clear career development framework with frequent feedback conversations as well as an annual learning budget.
People & culture: Youll feel our culture in the small things like polaroids from our lemoneers first day Friday food market strolls at Maybachufer and our monthly new-joiner breakfast. But also in the bigger things: celebrating the onboarding of new partners growing our teams and owning a strong discussion culture.
Perks & benefits: We choose benefits that add actual value. We sponsor a Deutschlandticket for employees on unlimited contracts plus 50% off on Beatvest - our partner for financial education and investing.
Workation: Get out of here! At you can work remotely from anywhere in the EU for up to 10 consecutive days at a time and up to 60 days per year in total.

As an equal opportunity employer is committed to building an inclusive workplace. The company welcomes people from all different backgrounds including age citizenship ethnic and racial origins gender identities individuals with disabilities marital status religions and ideologies and sexual orientations to apply.

If you feel this role could be a great match for you even if you dont tick every box wed still love to hear from you please apply.

You have any questions Feel free to contact us via

About We enable anyone to be an investor. Our mission is to grow investing opportunities for all European customers and businesses. By empowering FinTechs banks and wealth managers to offer investment products we help create financial well-being for their customers. is a Brokerage-as-a-Service plat...

About

Your Mission

Develop and lead a team of FTEs and working students across Customer Ops KYC Ops and AFC Ops setting clear expectations coaching and building a high-ownership culture.
Run and improve day-to-day performance across the lifecycle by steering SLAs backlogs cycle times quality and rework ensuring customers and partners get predictable reliable outcomes.
Establish an operating system for the area (daily/weekly reviews capacity planning queue/skill management) that makes priorities bottlenecks and decisions transparent.
Own and evolve KYC operations (onboarding verification document checks remediation periodic reviews where relevant) with strong QA standards sampling and root-cause work to reduce KYC aging and risk.
Own AFC case & alert operations including evidence collection escalation logic and audit trails to ensure defensible decisions and strong audit readiness.
Partner with Product Engineering and 2LoD to translate regulatory and operational needs into scalable workflows permissions logging and controls and ensure every change is operationally ready (SOPs training rollout/support).
Lead automation initiatives across the whole Ops function by eliminating manual work through workflow automation decision engines etc. driving efficiency consistency and faster turnaround times while reducing operational risk.
Own vendor management and communication ensuring external partners/tools meet our requirements for performance scalability and auditability.

Youll be successful in this role if you:

Bring multi-year operations experience in a regulated environment (FinTech/Banking) having hands-on expertise across Customer Service Ops KYC Ops and AFC Ops. Brokerage experience is a strong plus.
Have proven people leadership experience (coaching performance management hiring and capability building).
Show a strong track record in performance management (SLA steering QA frameworks backlog & capacity planning).
Are excellent at cross-functional stakeholder management with Product & Engineering (requirements change management rollouts) and have experience working with a 2nd Line of Defense.
Are hands-on and structured. You like turning ambiguity into operating cadence clear priorities and measurable outcomes.
Are fluent in German and English and comfortable communicating with internal and external auditors.

How we take care of you:

Compensation package: We offer you a competitive salary based on your experience and the value-add you bring to .
Flexible working hours: We trust people to choose when they work best and avoid a rigid 9 to 5 mindset. You decide on the rhythm that helps you do your best work with only shared core hours from 12:00 to 16:00 to support collaboration.
Hybrid work setup: You can work from anywhere in Germany within a hybrid model. At the same time in-person collaboration is a key part of our culture. That being said leadership lemoneers work 7 days or more per month on-site in our Berlin office spending quality time together with the team at events onsites/offsites or over team dinners.
Grow with us: We take your personal development seriously! Youll get regular mentorship and stretch opportunities a clear career development framework with frequent feedback conversations as well as an annual learning budget.
People & culture: Youll feel our culture in the small things like polaroids from our lemoneers first day Friday food market strolls at Maybachufer and our monthly new-joiner breakfast. But also in the bigger things: celebrating the onboarding of new partners growing our teams and owning a strong discussion culture.
Perks & benefits: We choose benefits that add actual value. We sponsor a Deutschlandticket for employees on unlimited contracts plus 50% off on Beatvest - our partner for financial education and investing.
Workation: Get out of here! At you can work remotely from anywhere in the EU for up to 10 consecutive days at a time and up to 60 days per year in total.