Head of Operations & Customer Experience Center (m/f/d)

Build this with us

A new digital brokerage offering doesn't create itself. It requires not only a strong platform but also processes, teams, and a service that can grow from the outset. At GENO Broker, we are further developing the securities business of the Cooperative Financial Network. As Head of Operations & Customer Experience Center, you will shape the operational setup of our new brokerage offering, ZuWachs. You will ensure that a new offering becomes a high-performing organization – with clear structures, strong teams, and a customer experience that impresses.

Your Tasks:

• You will develop the strategic direction and target vision for ZuWachs and, together with the management team, be responsible for goals, priorities, budgets, and capacities.

• You will shape the operational setup of ZuWachs up to the planned market launch in mid-2027 and develop teams, structures, and capacities for further growth.

• You will create the foundation for a high-performing organization: with clear key figures, effective reporting, governance, and compliance with regulatory requirements.

• You will manage our service providers, be responsible for significant outsourcing, and prepare strategic make-or-buy decisions.

• You will further develop our service processes and utilize automation, self-service, and AI to make customer experiences more efficient and better.

• You will drive dark processing, self-service, and AI-supported service solutions forward and be responsible for their quality, cost-effectiveness, and risks.

• You will represent your area towards management, supervision, auditors, and our internal and external partners.

What you bring:

• You have completed a degree in business or finance or have a banking apprenticeship with corresponding further training.

• You have previously been responsible for operations, service, or customer experience areas in a financial services company and have successfully led managers.

• From your own experience, you know how to build, develop, or scale organizations, bringing together people, processes, and technology.

• You are familiar with the securities and brokerage business as well as relevant regulatory requirements, especially WpHG/MiFID II, GwG, and MaRisk.

• You have experience in managing service providers, outsourcing, and complex operational processes.

• You use key figures, automation, and digital technologies to continuously improve processes and customer experiences.

• You make decisions, take responsibility, and can confidently bring together different interests at the management level.

• You communicate fluently in German and can also communicate well in English.

A plus, but not a must:

Experience in building or scaling a neobroker, direct bank, or fintech. Experience with AI or LLM-supported service solutions. In-depth knowledge of payment transactions and the management of essential outsourcing according to MaRisk AT 9.

Benefits

Your Benefits

In addition to a varied and diverse role in the heart of Frankfurt, you will become part of a dynamic and motivated team that is pursuing the implementation of an innovative business model focused on the securities business. Within this framework, we offer you scope for your personal development and support you through targeted further training measures. By living flat hierarchies, you can help shape the development of GENO Broker.

• Mobile working – we are also happy to provide the necessary hardware for this

• Use of DZ BANK Corporate Benefits

• Asset-building savings (Vermögenswirksame Leistungen)

• eGYM-Wellpass for a personal contribution of 30 EUR

• Germany Ticket provided free of charge

• Use of our Job Rad offer

• Subsidized employee canteen of DZ BANK

• Company events as well as a free offering of coffee and water

Benefits of an employee of the cooperative financial network

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