Investor Operations Lead

About the role

As Investor Operations Lead, you will build the servicing engine that keeps every Moonfare investor ready-to-invest, compliant, and expertly served, acting as Moonfare's 1st line of defence, partnering directly with our Compliance team (2LoD) and our Commercial leadership, and leading a team of 6–7 across three functions: Investor Regulatory Operations (1LoD), Investor Payment Operations, and Investor Services.

What you'll do

• Lead and develop a team of 6–7 across Regulatory Operations, Payment Operations, and Investor Services
• Design and own the 1LoD controls framework: audit-ready, defensible, and evolved alongside the Compliance team as regulation changes
• Set the standard for how regulated processes are executed at Moonfare: KYC/AML, client professional classification and the judgment to translate CSSF and BaFin/GwG requirements into clear, actionable workflows
• Partner with AI and R&D to design and govern AI-augmented onboarding and servicing workflows with human-in-the-loop checkpoints for regulated processes
• Hold rigorous vendor oversight across KYC Provider and Fund Administrator, evolving both to SLA-driven governance with custodianship of the golden source of investor data
• Own the selling vs servicing framework with Commercial: clean handoffs, reactivation triggers and CRM maintained as single source of truth
• Act as the Voice of the Investor in senior forums, translating what your team sees on the ground into concrete product and commercial decisions

What you'll need

• Track record building or scaling a small ops team (5–15 people) in a regulated environment with experience in reactive servicing or support functions
• Direct operational experience spanning regulatory onboarding (KYC/AML/suitability), capital call and distribution processing, or investor servicing at scale
• Hands-on familiarity with MiFID II professional classification and judgment to translate German (GwG/BaFin) and Luxembourgish (CSSF) requirements into clear, actionable instructions
• Experience designing or running a controls framework, distinguishing clearly between 1LoD and 2LoD
• Design scalable processes that reduce manual drag and hands-on experience deploying automation, AI, or agentic workflows in a regulated context
• Proven track record holding external providers to high operational standards through SLAs and governance
• Genuine empathy for the investor experience and ability to handle sophisticated client escalations

What they offer

• Individual growth budget of €1,500 or 2% of base salary (whichever is higher)
• Company pension scheme with 20% employer contribution
• 25 vacation days, plus one additional day per year of tenure up to 30 days maximum
• Free daily lunch in Berlin office and subsidised Urban Sports Club membership
• Subsidised Deutschland job ticket for public transport
• Ownership and impact on Moonfare's success with transparent communication on strategy and KPIs