About The Role

You lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
You 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.
You 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.
You 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.
You effectively manage stakeholder communication during incidents, ensuring your team is always aligned on the latest updates and workflows.
You have proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within the financial services, FinTech, or banking sector.
You possess strong analytical capabilities, feeling highly comfortable with interpreting data, compiling regular performance reports, and translating statistical insights into actionable, real-world strategies.
You are an empathetic yet performance-oriented leader who excels at motivating teams, conducting structured performance reviews, and creating development plans to retain high-potential talent.
You have a keen eye for continuous improvement, process optimisation, and quality ownership, with a track record of streamlining the overall client experience.
Experience in tax is a plus, but not required.
You are fluent in English, both written and spoken. Additional language skills, such as Italian or German, are a strong plus.
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
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 
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