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 the Compliance team (2LoD) and 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, keeping investors in compliant, ready-to-invest states and handling payment integrity, controls, and audit trails.
• Design and own the 1LoD controls framework: audit-ready, defensible, and evolved alongside the Compliance team as regulation changes.
• Set the standard for regulated processes: KYC/AML, client professional classification, and 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 from tactical execution to SLA-driven governance.
• Own the selling vs servicing framework with Commercial: clean handoffs, reactivation triggers, and CRM as the single source of truth.
• Act as the Voice of the Investor in senior forums, translating ground-level insights 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 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 actionable instructions.
• Proven experience designing or running a controls framework and 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 with 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 lunch daily in Berlin office and subsidised Deutschland job ticket.
• Subsidised Urban Sports Club membership.