(Sr.) Product Manager Customer Processes (m/w/d)

About the Position

Smartbroker AG is seeking a Senior Product Manager Customer Processes (m/w/d) in Berlin. As a key member of our team, you will shape customer processes from account opening to closure, ensuring seamless digital self-services and efficient back-office operations.

About the Role

As a (Sr.) Product Manager Customer Processes, you will design and enhance customer processes throughout the customer lifecycle. You will translate customer needs, regulatory requirements, and business demands into clear technical specifications and requirements for our Customer domain. You will act as a bridge between product development, customer service, and operations, ensuring customers can handle most tasks through digital self-services while necessary manual processes are efficiently managed in the back office.

Responsibilities

• Lead the technical development of customer-related products and processes throughout the customer lifecycle.
• Translate regulatory, legal, and business requirements into specific technical requirements for our systems and implementation teams.
• Analyze existing customer processes and identify opportunities for self-service, automation, and more efficient workflows.
• Develop technical solution concepts and define functions, business rules, and processing steps.
• Formulate and prioritize requirements for the Customer domain and oversee their implementation as a technical contact.
• Utilize AI-powered tools to create and refine analyses, technical designs, and requirements more quickly and thoroughly.
• Think through processes from end-to-end – from digital self-service to system processing and manual processes in customer service and operations.
• Collaborate closely with customer service, operations, legal, compliance, and implementation teams.
• Support new features and major product and process initiatives from conceptualization through coordination with stakeholders to implementation.
• Engage with tasks such as account and depot opening, verification, master data, tax and regulatory customer data, self-services, service processes, and depot transfers.

Requirements

• Relevant professional experience in brokerage, banking, or FinTech.
• Experience in product management, business analysis, process management, or a similar technical role.
• Understanding of typical customer processes in a brokerage or bank, including both digital self-services and operational processing chains.
• Ability to structure and translate complex technical and regulatory requirements into specific product and process requirements.
• End-to-end process thinking, considering customer perspectives, business rules, data flows, and back-office processes.
• Structured and independent working style, managing both continuous improvements and larger new initiatives from requirement to successful implementation.
• Good technical understanding and ability to communicate with engineering teams about systems, interfaces, and dependencies.
• Confident and pragmatic use of AI tools as a natural part of daily work.
• Strong communication skills with various stakeholders, integrating technical, business, and operational perspectives.
• Fluent in German and good English skills.

Nice to Have

• Experience with account and depot opening and digital verification.
• Regulatory customer requirements and master data.
• Depot transfers and other customer-related contract processes.
• Digital self-services and automation of back-office processes.
• Technical specification of requirements for software development teams.

We Offer

• Competitive salary.
• Opportunity to work in a dynamic and innovative fintech environment.
• Collaborative and inclusive work culture.
• Professional development opportunities.

About the Company

Smartbroker Group operates Smartbroker+, a highly-awarded online broker that uniquely combines the extensive product range of traditional brokers with the very favorable conditions of neobrokers. Our portfolio also includes the digital fund distributor SMARTBROKER Finance (formerly FondsDISCOUNT.de) and four high-reach financial portals (wallstreet-online.de, boersenNews.de, FinanzNachrichten.de, and ARIVA.de). With several hundred million monthly page views, we are the largest independent financial portal operator in the German-speaking region and maintain the largest financial community.

As one of the pioneers of digital investing, we have been committed for over 25 years to breaking down barriers to investment and enabling user-friendly and cost-effective investment processing.

Our success is driven by our employees. Due to our strong growth dynamics, we have created numerous attractive jobs in recent years. Every day, we strive to build the best team and provide our employees with the space to develop themselves optimally. A diverse team of high performers ensures that we all learn something new every day. From a small team of about 20 people, we have grown into a company with around 260 employees (as of December 31, 2023), located in a modern office in Berlin-Kreuzberg.

We see ourselves as an innovative fintech embedded in a successful corporate group, combining a personal working atmosphere with the advantages of a financially strong public limited company. In all parts of the company, we rely on flat hierarchies, individual development, and agile processes. We pride ourselves on the personal cohesion in the team and the above-average tenure of many employees. We are committed to diversity and equal opportunities. We strive to build a team that represents a wide range of backgrounds, perspectives, and skills. The more inclusive we are, the better our work and our team will be.

If you would like to join this rapidly growing company, apply now to the Smartbroker Group.

We encourage women, non-binary and transgender individuals, and all members of the LGBTQI+ community, people with marginalized ethnic backgrounds, and people with visible or invisible disabilities to apply if they are looking for an inclusive, diverse, and safe work environment.