Company Description
Scalable Capital is a leading digital investment platform in Europe. The company empowers everyone to shape their financial future. Scalable Broker makes it easy and affordable for clients to invest professionally in stocks, ETFs and other exchange-traded products and 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 renowned B2B partners. With the European Investor Exchange (EIX) Scalable Capital offers a stock exchange for retail investors in Europe. Over 27 billion euro is held on the platform by more than one million clients. Scalable Capital was founded in 2014 and employs more than 500 people at its offices in Munich, Berlin, Vienna, and London. Together with the founding and management team around 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. To learn more about them, you can find our values here (English).

Job Description

• 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.

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)

• 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, organisational 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.