Operations Lead (f/m/x)

About lemon.markets 🍋

Our mission is providing better opportunities to invest in capital markets. By empowering FinTechs and Banks to offer investment products, we help create financial well-being for their customers. In pursuit of this goal we strive to open 100 million securities accounts within Europe in this decade.

lemon.markets builds infrastructure for financial services and technology companies powering the next generation of investment products. From enabling a FinTech to launch their first investment product, over allowing e.g. a Neobank to embed investing into their product to bringing investing into a completely new context. Our API-first infrastructure makes launching an investment product customer-centric and compliant. We abstract all complexity for our partners through a well documented API, a self-service customer operations portal and operating in a clear regulatory framework. Enabling partners to launch in weeks, not months.

We have experienced first hand that brokerage infrastructure is broken. Building an investment product used to be highly expensive, challenging and cumbersome. We ease this pain by shielding our partners & their customers from the underlying complexity - and with that we make investing more accessible to everyone. Because that’s exactly what we enjoy, going to places nobody else dares and solving hard problems. This not only creates tons of value when done right, but attracts the smartest minds - because outlier companies are built by exceptional (& diverse) people like you.

Your Mission:

As Operations Lead, you will own all tasks & processes related to the Customer Lifecycle, Cash Management and 2nd Level Customer Service. You lead and grow a team of Operations Experts with a high focus on scalable operations processes and automation. Closely collaborating with Product & Engineering, you will spearhead the implementation of new processes and take projects from 0 to 1 by establishing sustainable operational processes and routines.

At lemon.markets we value ownership a lot. Meaning, you will have autonomy in shaping your area of responsibility. Reporting directly to our VP Brokerage, and collaborating strategically with experienced product, legal and regulatory professionals across the business. This is your opportunity to set up the right frameworks from the ground up and work with a team of passionate professionals around it.

You will:

• Lead and scale the Customer Operations Team, responsible for the full customer lifecycle from Account Opening, over Account Management to AFC and KYC Operations as well as 2nd Level Customer Service for our End-Customers.
• Build the Payment Operations function from scratch, responsible for Cash Management and Settlement between the different Cash Management Providers and places of Settlement, as well as managing the Customer Cash Movement.
• Closely collaborate with Product and Engineering and jointly lead the implementation of new features ranging from KYC-Reliance to the integration of new Cash Providers.
• Build robust and compliant operations processes, thriving for a high level of automation and operational excellence by optimizing them.
• Hire, grow and lead a team of subject-matter experts in AFC, KYC, and Payments powering the operations for our brokerage API.
• Develop and update relevant reports that help identify the most impactful improvements through automation.

You will be successful in this role if:

• You gained extensive experience in Customer & Banking Operations. Working in a Fintech or a bank and by that, you understand German & European financial market regulation and its implementation in the operational management process very well.
• You have experience in leading and growing Operations teams. You have a track record of fostering an inclusive and diverse culture and proven expertise in resource planning and SLA management, ensuring optimal allocation of resources and meeting performance targets.
• You have gained experience in setting up processes & systems from scratch. You have the ability to do conceptual work in bringing us from 0 to 1, but also account for further growth and scale, meaning you automate where possible.
• You are confident in providing guidance to the organisation. You take responsibility for creating handbooks, building processes and defining policies.
• You are a team player. Working together as a team and sharing knowledge comes naturally to you. You’re excited to build the foundation of Customer and Banking Operations & building up your team.
• You can prioritise effectively. Meaning, you are able to sift through the noise and assess what's critical for the current priority.
• You understand what working in a startup or cross-functional teams is like. You will work very cross functionally, collaborating with other Operations teams, Product and other External Customer Service teams alike making sure we build best in class brokerage infrastructure.
• You enjoy building mission-critical processes. That means abstracting complexity for our partners and customers alike and scaling towards high volumes.
• You understand what working in a startup or a similar lean organisation is like. Working in an early-stage startup can be somehow frightened, overwhelming and amazing at the same time.

How we take care of you:

🚀Competitive compensation package:

We will offer you a mix of cash and stock options based on your appetite for upside.

💎Make a real impact:

Shape the experience for our candidates and lemoneers alike. Decide on tools & processes around Securities Operations while building, learning and growing together.

🕑Flexible working hours:

We value focus time. Encouraging everyone to minimise fixed meetings and leverage asynchronous communication.

💻Build your perfect setup:

MacBook, Mechanical Keyboard, Plugins, IDE. These are not expenses but investments, tell us what is needed to make you productive.

🏢 Onsite first, but remote flexible:

We all believe that in - person collaboration is an integral part of working together, but offer flexibility for working from home. Once a quarter, the whole company meets for our offsite to honer this belief.

📈 Grow with us:

We take your personal development seriously, meaning that we make sure to constantly mentor and challenge you so that you can reach your next level and beyond.

👶🏽 Get the flexibility you need:

Whether you have a family or a passion that you want to follow on the side. We want to offer you a setting that fits your current stage in life.

🌈 As an equal opportunity employer, lemon.markets is committed to building an inclusive workplace. The company welcomes people from all different backgrounds, including age, citizenship, ethnic and racial origins, gender identities, individuals with disabilities, marital status, religions and ideologies, and sexual orientations to apply.

About the process:

1. Get to know us - Melissa, Talent | 40 minutes

2. Customer Operations Deep Dive - Laura, VP Brokerage | 60 minutes

3. Meet the Leadership - Markus, MD Front Office | 60 minutes

4. Meet us @ lemon.markets HQ

   1. Case Study Discussion - Laura, VP Brokerage - Amith, Sr. Product Manager - Patrick, Head of AML | 60 minutes

   2. Meet the Operations Team - A selection of lemoneers | 45 minutes

   3. Principle Session - A selection of lemoneers | 45 minutes