Customer Service Manager – Investment and Pension Products

About the role

As the Subject Matter Expert for Investment & Pension Products (IPP) within CS, you will be expected to understand customer and agent journeys, identifying friction points, and translating complex investment and pension topics into clear, usable, and compliant processes and communication.

What you'll do

• Own knowledge, documentation and process management for Investment & Pension Products (IPP) within CS.ct as the main point of contact for the IPP area and ensure alignment with internal CS teams, external partners and Product teams.
• Drive regular agent-shadowing and data-gathering agenda to understand operational challenges, capture insights and translate them into process and documentation improvements.
• Proactively improve, simplify and standardize content, leveraging AI-supported tooling.
• Own and maintain customer-facing knowledge and documentation for IPP, to support self-service and ticket deflection
• Independently assess, prioritize, and handle requests from internal and external stakeholders in an environment with evolving requirements.
• Support audit-related activities and maintain compliance documentation related to IPP.
• Contribute IPP expertise to PDI-led projects by supporting the research, design, documentation, and rollout of new or revised processes, ensuring alignment with operational constraints and long-term sustainability.
• Lead the deployment of Lean ways-of-working in the IPP area CS organization.

What you'll need

• Background in finance,banking or financial services - ideally with exposure to investment and pension products.
• Experience in customer experience, operations or process management, preferably in a regulated environment.
• Strong ability to translate complex product or regulatory topics into clear, practical guidance.
• Confident stakeholder management skills across operational, product, and compliance-focused teams, as well as external partners.
• Comfortable taking ownership and driving initiatives independently.
• Project management skills with experience in owning initiatives end-to-end.
• Interest in automation and AI, with a curiosity to apply new tools.
• Analytical, structured and improvement-oriented mindset.

What they offer

• Employee Development Budget of €2,000 and four full training days per year.
• Flexible working hours, home office and 30 vacation days.
• A company pension scheme (Betriebliche Altersvorsorge), which we support with 20%.
• Urban Sports Club membership subsidized with more than €20 per month.
• Deutschland Ticket subsidized with €25 per month.
• JobRad bike leasing with tax savings, plus Raisin covers monthly insurance costs.