Upvest
Strategy & Operations Lead(m/w/x)
Full-timeWith HomeofficeSenior
Berlin
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LElemon.markets
Customer Operations Lead(m/w/x)
Berlin
Full-timeWith Home OfficeExperienced
Nejo AI Summary
Leading customer, KYC, and AFC operations for a Brokerage-as-a-Service platform. Multi-year regulated operations experience in FinTech/Banking required. Flexible working hours, annual learning budget.
Requirements
- Multi-year operations experience in regulated environment (FinTech/Banking)
- Hands-on expertise in Customer Service Ops, KYC Ops, and AFC Ops
- Brokerage experience (strong plus)
- Proven people leadership experience (coaching, performance management, hiring, capability building)
- Strong track record in performance management (SLA steering, QA frameworks, backlog & capacity planning)
- Excellent cross-functional stakeholder management with Product & Engineering
- Experience working with a 2nd Line of Defense
- Hands-on and structured approach
- Ability to turn ambiguity into operating cadence, clear priorities, and measurable outcomes
- Fluent in German
- Fluent in English
- Comfortable communicating with internal and external auditors
- Willingness to apply even if not ticking every box
Tasks
- Ensure fast, reliable, and compliant customer lifecycle
- Lead Customer Ops, KYC Ops, and AFC Ops
- Redesign workflows for automation
- Maintain regulatory compliance
- Develop and lead a team of FTEs and students
- Set clear expectations and build a high-ownership culture
- Steer SLAs, backlogs, cycle times, quality, and rework
- Ensure predictable and reliable outcomes for customers and partners
- Establish transparent operating system
- Manage daily and weekly reviews
- Plan capacity and manage queues and skills
- Evolve KYC operations with strong QA standards
- Conduct sampling and root-cause analysis
- Reduce KYC aging and risk
- Manage AFC case and alert operations
- Collect evidence and ensure audit trails
- Translate regulatory and operational needs into scalable workflows
- Partner with Product, Engineering, and 2LoD
- Ensure operational readiness for changes
- Lead automation initiatives
- Eliminate manual work through workflow automation
- Drive efficiency and consistency
- Reduce operational risk
- Manage external vendors and tools
- Ensure performance, scalability, and auditability
Work Experience
- approx. 1 - 4 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Fluent
- English – Fluent
Benefits
Flexible Working
- Flexible working hours
- Core collaboration hours
Learning & Development
- Annual learning budget
Snacks & Drinks
- Monthly new-joiner breakfast
Public Transport Subsidies
- Deutschlandticket sponsorship
Corporate Discounts
- 50% off Beatvest
Workation & Sabbatical
- Workation in EU
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of lemon.markets and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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LElemon.markets
Customer Operations Lead(m/w/x)
Berlin
Full-timeWith Home OfficeExperienced
Nejo AI Summary
Leading customer, KYC, and AFC operations for a Brokerage-as-a-Service platform. Multi-year regulated operations experience in FinTech/Banking required. Flexible working hours, annual learning budget.
Requirements
- Multi-year operations experience in regulated environment (FinTech/Banking)
- Hands-on expertise in Customer Service Ops, KYC Ops, and AFC Ops
- Brokerage experience (strong plus)
- Proven people leadership experience (coaching, performance management, hiring, capability building)
- Strong track record in performance management (SLA steering, QA frameworks, backlog & capacity planning)
- Excellent cross-functional stakeholder management with Product & Engineering
- Experience working with a 2nd Line of Defense
- Hands-on and structured approach
- Ability to turn ambiguity into operating cadence, clear priorities, and measurable outcomes
- Fluent in German
- Fluent in English
- Comfortable communicating with internal and external auditors
- Willingness to apply even if not ticking every box
Tasks
- Ensure fast, reliable, and compliant customer lifecycle
- Lead Customer Ops, KYC Ops, and AFC Ops
- Redesign workflows for automation
- Maintain regulatory compliance
- Develop and lead a team of FTEs and students
- Set clear expectations and build a high-ownership culture
- Steer SLAs, backlogs, cycle times, quality, and rework
- Ensure predictable and reliable outcomes for customers and partners
- Establish transparent operating system
- Manage daily and weekly reviews
- Plan capacity and manage queues and skills
- Evolve KYC operations with strong QA standards
- Conduct sampling and root-cause analysis
- Reduce KYC aging and risk
- Manage AFC case and alert operations
- Collect evidence and ensure audit trails
- Translate regulatory and operational needs into scalable workflows
- Partner with Product, Engineering, and 2LoD
- Ensure operational readiness for changes
- Lead automation initiatives
- Eliminate manual work through workflow automation
- Drive efficiency and consistency
- Reduce operational risk
- Manage external vendors and tools
- Ensure performance, scalability, and auditability
Work Experience
- approx. 1 - 4 years
Education
- Bachelor's degreeOR
- Master's degree
Languages
- German – Fluent
- English – Fluent
Benefits
Flexible Working
- Flexible working hours
- Core collaboration hours
Learning & Development
- Annual learning budget
Snacks & Drinks
- Monthly new-joiner breakfast
Public Transport Subsidies
- Deutschlandticket sponsorship
Corporate Discounts
- 50% off Beatvest
Workation & Sabbatical
- Workation in EU
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of lemon.markets and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
lemon.markets
Industry
FinancialServices
Description
The company enables everyone to be an investor by providing seamless access to capital markets through a Brokerage-as-a-Service platform.
Not a perfect match?
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