Team Lead Client Service

You lead your team through their entire lifecycle, from hiring and onboarding to continuous development and performance evaluation. You drive daily operational steering by translating departmental KPIs into transparent goals and implementing strategies to handle shifting volumes.

What you'll do

• Lead your team through their entire lifecycle, from partnering with Recruiting for hiring and structured onboarding to continuous development and performance evaluation.
• Drive the daily operational steering of your team by translating departmental KPIs into transparent goals, conducting root-cause performance analyses, and implementing strategies to handle shifting volumes.
• Own the service quality within your team, collaborating directly with Quality Assurance and Learning & Development experts to close knowledge gaps through targeted coaching, shadowing sessions, and actionable feedback.
• Act as the domain owner for your specific topic area, translating valuable client feedback into actionable requirements and proactive process improvements to reduce contact volume.
• Effectively manage stakeholder communication during incidents, ensuring your team is always aligned on the latest updates and workflows.

What you'll need

• Proven experience in a leadership, management, or senior operational role within a client-facing environment, ideally within the financial services, FinTech, or banking sector.
• Strong analytical capabilities, feeling highly comfortable with interpreting data, compiling regular performance reports, and translating statistical insights into actionable, real-world strategies.
• Empathetic yet performance-oriented leadership style with ability to motivate teams, conduct structured performance reviews, and create development plans to retain high-potential talent.
• Keen eye for continuous improvement, process optimisation, and quality ownership, with a track record of streamlining the overall client experience.
• Fluent in English, both written and spoken.

Nice to have

• Experience in tax.
• Additional language skills, such as Italian or German.

What they offer

• Attractive compensation package and company pension scheme.
• Education Budget for learning and career development.
• Free German language classes.
• International relocation support if required.
• Flexible and discounted sports activities with Urban Sports Club.
• Latest hardware and tools.