Service Delivery Lead (m/f/x) Client Success

Service Delivery Lead (M/F/X) Client Success

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 €30 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.

Join a leading FinTech Investment Platform: Be a part of a dynamic and innovative company dedicated to transforming the financial services landscape while delivering exceptional client experiences.

Shape the Future of Client Success: Play a pivotal role in shaping the future of our Client Success department, where your insights and leadership will directly influence client outcomes and contribute to our overarching mission of delivering exceptional financial services.

Commitment to Service Excellence: We prioritize service excellence, believing that each interaction with our clients should be impactful and personalized, ensuring their investment journey is seamless and rewarding.

Tasks & Responsibilities:

• You are responsible for managing a group of Team Leads within the Client Success department, as well as ensuring consistent quality, collaboration and high performance across all Client Success' teams
• You act as a subject matter expert for your functional areas and drive continuous development of tools, processes and client experience
• Develop and implement service delivery strategies that align with company goals and translate them into actions. This includes establishing standards for daily operations.
• You take ownership for escalations, client issue resolution, and operational risk topics within your area of responsibility
• You represent the Client Success department on process, organizational and operational set up
• You analyze service and client data to identify trends and drive evidence-based decision making that enhances service quality and resource utilisation.
• You collaborate closely with and report to Managing Directors of Client Success by providing regular updates on the service delivery performance, key challenges and strategic initiatives.

Qualifications:

• Several years of experience in a client-facing operations or service leadership role (e.g. in financial services, client success or support)
• Proven expertise in the functional area you support - e.g. knowledge of trading operations, security operations, payments processing, account processes or client lifecycle
• Demonstrated exceptional ability to lead, communicate, and motivate across multiple teams
• High resilience and ability to manage change and ambiguity with structure and composure
• Strong analytical and problem-solving skills; comfortable working with KPIs and data
• Strong hands-on mentality and pro-active problemsolving mentality
• Business fluency in German and English (written and spoken)

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
• Work from our centrally located offices in the heart of Munich or Berlin, nestled in lively neighborhoods filled with vibrant restaurants, cozy cafés, and a wide range of convenient amenities or choose to work remotely within Germany (if eligible for the job)
• 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
• Flexible vacation policy and the 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 Capital's PRIME+ Broker
• Enjoy flexible and discounted sports activities with Urban Sports Club