Customer Service Manager
Investment and Pension Products
Location
Berlin, Germany
Work type
Hybrid
Employment
Full Time
Experience
5-8 years
Compensation
Compensation not disclosed
Posted
2w ago
Summary and responsibilities
Role overview
Summary
As a Senior Customer Service Manager for Investment & Pension Products, you will be the Subject Matter Expert, owning knowledge, documentation, and process management. You will identify friction points in customer journeys, translate complex topics into clear processes, and drive continuous improvement leveraging AI-supported tools.
This role sits in a growing and evolving area of the business. 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. We’re looking for someone with a background in customer experience within investment and pension products, who is a self-starter who enjoys learning, problem solving and continuous improvement.
Your Responsibilities
Own knowledge, documentation and process management for Investment & Pension Products (IPP) within CS 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.
Own IPP CS feature requests to Product, ensuring business impact and operational needs are clearly represented.
Own projects and responsibilities end-to-end from problem discovery and analysis through solution design, rollout and team adoption.
Your Profile
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.
Fluent in English; German B2 (Professional Working Proficiency).
Analytical, structured and improvement-oriented mindset.
Updated 2w ago
Candidate fit
Skills and qualifications
Additional skills
Experience
5-8 years
How this role is positioned
Role classification
Job domains
Industries
Employment
Full Time
Contract duration
Permanent
Hiring type
Direct
Global hiring
Location specific
Offer details
Compensation and benefits
Compensation
Compensation not disclosed
Benefits and perks
Location, schedule, and role shape
Work setup
Work conditions
Bandwidth profile
Context on the employer
Company snapshot
Company
Raisin
Team size
Growing team
Location
Berlin, Germany
Raisin is the world's leading platform for savings and investment products. Founded in 2012, the FinTech connects consumers with banks in the EU, the UK and the US. This gives consumers better interest rates and banks a diversified form of refinancing. Our vision is to offer savings and investments without barriers and thus open up the global 160 trillion euro market. Raisin currently employs more than 800 people from over 75 countries worldwide. Today, the platform holds over 80 billion euros in assets from more than one million investors which have accrued over 5 billion euros in returns.
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Customer Service Manager
Berlin, Germany • Full Time