Head of Operations & Customer Experience Center

Job Summary

GENO Broker – a part of the Genossenschaftliche FinanzGruppe – is building a new digital brokerage platform called ZuWachs. The Head of Operations & Customer Experience Center will lead the design and execution of the operational framework for this launch, shaping strategies, setting clear goals, budgeting and managing capacity until the product goes live in mid‑2027. Key responsibilities include building a high‑performing organization with well‑defined structures, teams and governance, ensuring compliance with regulatory requirements such as WpHG, MiFID II, GwG and MaRisk, and steering service‑provider relationships and outsourcing decisions. The role also focuses on continuous process improvement through automation, self‑service and AI‑driven solutions, ensuring quality, cost efficiency and risk mitigation while delivering a superior customer experience. The incumbent will report to senior management and engage with regulators, auditors and internal/external partners. Candidates should have a degree in economics or finance, proven experience managing operations or customer‑experience teams in financial services, strong leadership skills, and a deep understanding of brokerage operations and regulatory compliance. Fluency in German and English is required.

Key Responsibilities

• GENO Broker – a part of the Genossenschaftliche FinanzGruppe – is building a new digital brokerage platform called ZuWachs. The Head of Operations & Customer Experience Center will lead the design and execution of the operational framework for this launch, shaping strategies, setting clear goals, budgeting and managing capacity until the product goes live in mid‑2027. Key responsibilities include building a high‑performing organization with well‑defined structures, teams and governance, ensuring compliance with regulatory requirements such as WpHG, MiFID II, GwG and MaRisk, and steering service‑provider relationships and outsourcing decisions. The role also focuses on continuous process improvement through automation, self‑service and AI‑driven solutions, ensuring quality, cost efficiency and risk mitigation while delivering a superior customer experience. The incumbent will report to senior management and engage with regulators, auditors and internal/external partners. Candidates should have a degree in economics or finance, proven experience managing operations or customer‑experience teams in financial services, strong leadership skills, and a deep understanding of brokerage operations and regulatory compliance. Fluency in German and English is required.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• Operations Management
• Digital Banking

Required Skills