Portfolio Jobs

Please note that the position is based in Germany.

Lighthouse for talent

At Trade Republic, we are on a mission to empower everyone to create wealth with easy, safe and free access to the financial system. With over four million customers we are the largest savings platforms in Europe, with users holding over €35 billion on our platform.

We are seen as the go-to-destination for top talent from across the globe. Everyday we strive to make Trade Republic a great environment to do the best work of your life, surrounded by exceptional, caring and passionate colleagues. In addition to learning and growing with a world-class team, you will build a destination for millions of people across Europe to create wealth.

ABOUT THE TEAM

Help our customers to build their wealth: In our Customer Service Department, we see it as our task to unlock, comfort and assist our users on their journey. Our work stands for empathy, education and guidance. We work confidentially to provide our customers the highest support standard. By listening to our users we can improve our product and offer the best service possible. We ensure to push the goal further to democratize wealth and close the pension gap.

• Oversee daily BPO operations, focusing on delivery, quality, and performance metrics.
• Engage in regular business reviews and strategize for continuous improvement.
• Liaise with internal stakeholders and BPO partners to enhance service delivery.
• Coordinate training, onboarding, and quality assurance initiatives.
• Drive customer satisfaction through excellent service standards.
• Identify trends, opportunities, and strategies to improve performance and customer satisfaction.
• Ensure compliance with all regulatory requirements and industry standards

WHAT YOU’LL BE DOING

As BPO Coordinator at our dynamic company, you'll be working on our Customer Service and Bank Operations outsourcing operations. Your role involves overseeing the delivery, quality, and performance of our BPO services, ensuring they align with our strategic goals. Your responsibilities will include conducting regular reviews, managing capacity and training needs, and analysing cost versus benefits to maintain superior customer service standards. You'll forge robust relationships with internal teams and our BPO partners to deliver value and drive our mission forward.

• Identify trends and improvement opportunities, and drive KPI/CSAT and Quality metrics for Customer Service
• Drive high quality standards across the Customer Service Vendor network and partner with Trade Republic’s teams to optimize our operations.
• Participate in forecasts, tenders and onboarding projects for new Vendor partners.
• Collaborate with cross-functional teams (WFM, Tech, PMIT, KM, Training, QA) and be the strategic partner to Vendor Management.
• Collaborate with other departments to leverage resources to optimize training, quality, knowledge and performance.
• Responsible for operational compliance, risk management and mitigation on the Vendors side.
• Build and maintain reporting and monitor performance to ensure it meets the standards required by our contracts.

WHAT WE'RE LOOKING FOR

• At least 2 years of experience in Operations Management, BPO Management, or related roles within a customer service environment
• Fluency in English and another European language.
• A data-driven approach with exceptional analytical and problem-solving skills

WHY YOU SHOULD APPLY NOW

At Trade Republic you will get to do the best work of your career. We are a destination for people who are exceptional at what they do. Every day, we strive to build a world-class team and provide the space for people to do their best. We have a relentless ambition of raising the bar and expect the best from ourselves. Through our dedicated people-first management approach and transparent career paths, you will have the opportunity to develop and grow your career like never before. And because you are surrounded by a diverse team of high performers, you will be learning every day.

You will play an important role in fixing one of the largest challenges we face - closing the pension gap and democratizing wealth. Trade Republic is a place where your job, your career and your passions intersect. If this gets you fired up, just like it does for all of us at Trade Republic, then reach out!