Operations & Customer Service Manager

We are seeking an experienced Operations & Customer Service Manager to join our team in Köln, Germany. As a key member of our operations team, you will be responsible for steering and developing our end-to-end operations processes, ensuring excellent customer experience, and driving efficiency throughout the customer lifecycle.

Our Operations & Customer Service Manager will be responsible for:

• Overseeing the smooth operation of our service business across the entire customer lifecycle, from contract signing to relationship termination.
• Managing the day-to-day operations of our service center, with a focus on results-oriented performance management using relevant key performance indicators (KPIs).
• Ensuring high-quality service, efficiency, and regulatory compliance.
• Analyzing operational performance data, identifying deviations, and implementing targeted measures to improve efficiency and quality.
• Developing and optimizing control models continuously.
• Leading, coaching, and developing multiple operational teams and their leaders, fostering a culture of customer orientation, transparency, and self-responsibility.
• Supporting team leaders in their professional and personal development and guiding the organization through change and transformation processes.
• Identifying opportunities for automation and standardization in existing end-to-end processes and driving digitalization of service processes forward.
• Building future-proof, scalable organizational and process structures in close collaboration with IT and relevant stakeholders.

The ideal candidate will have:

• A degree in Business Administration, Finance, or a related field.
• At least 5 years of experience in operations or customer service, preferably in a complex, regulated context such as financial services or banking.
• Proven experience in managing outsourced service centers and developing SLAs.
• Strong leadership skills, with the ability to motivate teams, set clear expectations, and lead organizations through change.
• Excellent communication and problem-solving skills.
• Proficiency in process optimization methods (e.g., Lean, Six Sigma) and experience with CRM and ERP systems.
• Strong analytical skills, with the ability to make data-driven decisions using dashboards and analysis.
• Fluent German and English language skills.
• Ability to work in a hybrid environment, with flexibility to work from home or in the office.

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced operations professional looking for a new challenge, please submit your application today!