Team Leader Banking & Finance Complaint Management (m/f/d) at 3C GmbH - Career Consulting Company

berlin, Berlin, Germany -

Full Time

Start Date

Immediate

Expiry Date

20 Dec, 26

Salary

85000.0

Posted On

21 Sep, 26

Experience

15 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Yes

Skills

Industry

Accounting & Tax Services

Description

On behalf of our client – one of the world's largest and most influential financial services companies headquartered in the USA – we are looking for a dedicated Team Leader (m/f/d) for the Banking Operations Specialist Team at their Berlin location.

As Banking Operations People Lead - Complaint Management in our Banking Operations team, you will work closely with the Banking Operations Divisional Lead and your team. Together, you will ensure high performance quality in all areas and create a first-class customer experience.

Location: Berlin, Germany

Start date: Immediately

Working hours: Full-time

Work model: On-site training in Berlin, followed by a hybrid model (3 days in the office / 2 days working from home).

The aim is to secure direct employment with the client on a permanent contract .

Your profile:

Professional experience: You have several years of experience in banking operations, customer operations, complaint management , or a comparable financial field.
Leadership: You have already led, coached and developed operational teams – ideally in a rapidly growing or changing company.
Expertise: You possess sound knowledge of complaint management as well as regulatory requirements and relevant risks in the banking environment.
Organization: You can confidently manage priorities, escalation procedures, and diverse operational requirements.
Mindset: You impress with your sense of responsibility, customer focus, and a pragmatic and solution-oriented approach to work.
Languages: You speak fluent German. Good English skills and experience working confidently in an international environment are an advantage.
Industry knowledge: Experience at a digital bank, a fintech company or another technology-oriented financial service provider is a plus.

Your tasks:

Team leadership: You lead and develop the Banking Operations Complaints Team and ensure high-quality, timely and customer-oriented handling of complaints.
Complaint management: You are responsible for the entire operational complaint process – from recording and classification through investigation and solution finding to customer communication and closure.
Compliance: You ensure compliance with applicable regulatory requirements, internal guidelines and defined standards for complaint handling.
Performance: You analyze relevant KPIs and derive measures to continuously improve team performance, customer experience, and service quality.
Process optimization: You identify causes and operational weaknesses and drive improvements along processes, products and customer journeys.
Collaboration: You work closely with various stakeholders and departments to provide our customers with a first-class service.

We offer:

Job security: Permanent direct employment with a US financial giant.
Flexibility: Hybrid model (3 days office Berlin / 2 days home office).
Retirement planning: Exclusive bank pension plan & company pension scheme.
Mobility: 100% subsidized Germany Ticket & bike leasing.
Extras: Up to €5,000 employee referral bonus & health benefits.
Growth: 30 days of vacation & excellent career opportunities in the global network.

Interested?

Then apply now and discover why over 500,000 people worldwide have chosen TP as their employer!

Should you have any further questions, please feel free to contact us by email at hr-recruiting@de.teleperformance.com.

Learn more about us at https://jobs-teleperformance.de/ There you will also find other job offers from us.

Your HR recruiting team

TP Germany

TP is the world market leader in Digital Business Process Outsourcing. With 500,000 employees worldwide, we ensure exceptional customer service and satisfied end customers in over 170 markets for our renowned clients across all industries.

At TP, people from diverse cultural backgrounds and lifestyles come together. We are committed to promoting diversity and do not discriminate against our employees based on cultural or social origin, religion, age, worldview, or sexual identity. We place particular emphasis on equal opportunities for applicants with disabilities and those with equivalent status.

For the sake of readability, the generic masculine/feminine form only/ oa is used in the text to refer to all gender identities.

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Responsibilities