Head of Operations & Customer Experience Center (m/w/d)

GENO Broker

Contract type

Ongoing

Work mode

Remote · Frankfurt, Germany

Experience

Lead / principal · Not stated

Level inferred from job title

Job description

Lead the operational build-up of the new ZuWachs brokerage offering, developing teams, structures, processes and customer experience ahead of the planned market launch in mid-2027.

At a glance

Work mode: Remote · Frankfurt, Germany
Languages: German – negotiation-level, English – good

What you'll do

Further develop the strategic direction and target picture of ZuWachs and own goals, priorities, budgets and capacities together with the leadership team.
Shape the operational build-up of ZuWachs until the planned market launch in mid-2027 and develop teams, structures and capacities for growth.
Create the basis for a high-performing organization with clear KPIs, effective reporting, governance and compliance with regulatory requirements.
Manage service providers, own material outsourcing and prepare strategic make-or-buy decisions.
Develop service processes and use automation, self-service and AI to make customer experiences more efficient and better.
Drive straight-through processing, self-service and AI-supported service solutions and own their quality, cost-effectiveness and risks.
Represent the area towards management, supervisory authorities, auditors and internal and external partners.

What we're looking for

Completed degree in economics or financial economics, or a banking qualification with corresponding further training.
Has already led operations, service or customer experience areas in a financial services company and successfully managed leaders.
Experience building, developing or scaling organizations, bringing people, processes and technology together.
Knows the securities and brokerage business and relevant regulatory requirements, especially WpHG/MiFID II, GwG and MaRisk.
Experience managing service providers, outsourcing and complex operational processes.
Uses KPIs, automation and digital technologies to continuously improve processes and customer experiences.
Makes decisions, takes responsibility and confidently aligns different interests at management level.
Negotiation-level German and good English communication skills.

Nice to have

Experience building or scaling a neobroker, direct bank or fintech.
Experience with AI or LLM-supported service solutions.
In-depth knowledge of payment transactions and of managing material outsourcing under MaRisk AT 9.

Your team

Operations & Customer Experience Center

The area responsible for the operational build-up and customer experience of the new ZuWachs brokerage offering.

Benefits

Mobile working, with the necessary hardware provided.
Use of DZ BANK Corporate Benefits.
Capital-forming benefits.
EGYM Wellpass for a 30 EUR own contribution.
Free Deutschlandticket.
Use of the Job Rad offering.
Subsidized DZ BANK staff canteen.
Company events and free coffee and water.
Freedom for personal development supported through targeted further training.

Save

About GENO Broker

We are further developing the securities business of the Cooperative Financial Group.

A new digital brokerage offering is being built at GENO Broker, with a focus on the securities business and an innovative business model.

Mission

To further develop the securities business of the Cooperative Financial Group with a new brokerage offering, ZuWachs.

Key facts

Frankfurt
The new brokerage offering is called ZuWachs, with a planned market launch in mid-2027.
Part of the Cooperative Financial Group.
Located in the heart of Frankfurt.

Partners & customers

DZ BANK

What they value

Flat hierarchies in which employees can help shape the development of GENO Broker.