Process Operations Specialist - Brokerage
Posted 24 days ago
Please note that this position is based in Berlin, Germany - relocation support is provided if required.
THE BEST WORK OF YOUR CAREER
Trade Republic is the largest savings platform in Europe - we operate in 18 countries, serving +10 million customers who trusted us with over 150B in assets. But we’re striving for more.
We have a bold mission to empower everyone to build wealth with easy, safe, and free access to financial systems. You will have the opportunity to grow your career by collaborating with a team of outstanding talents and state of the art technology to build a lasting, positive future for millions.
WHAT YOU’LL BE DOING
You'll be part of the Brokerage Operations team within Wealth Experience. We're the engine room behind every trade, settlement, and customer escalation on our brokerage product. As we scale into new markets and launch new features, we need someone who can independently own structural improvements to our operations and customer service.Your responsibilities will include:
- Own end-to-end process design and improvement across brokerage operations: ticket handling, escalations, dispute resolution, BPO workflows
- Identify root causes behind ticket inflow and SLA breaches, then build durable fixes
- Design and build automation flow to deflect, route, and resolve customer interactions at scale
- Partner with BPO partners to translate process changes into agent-ready playbooks and measure impact
- Work cross-functionally with Engineering, Product, Market Ops, and Compliance to unblock operational gaps
- Define and track success metrics — aged ticket reduction, deflection rate, SLA recovery, agent productivity
WHAT WE'RE LOOKING FOR
- 3 - 5 years of operations experience, ideally in brokerage, trading, or customer service operations. Adjacent backgrounds (payments ops, banking ops, exchange ops) also welcome
- Proven track record of process redesign with measurable impact (reduced inflow, deflection, SLA recovery)
- Hands-on automation experience: n8n, Zapier, Mak
- Customer service / ticket operations exposure, ideally in a high-volume environment
- Strong analytical mindset: comfortable pulling your own data, building dashboards, doing root cause analysis
- Clear written communication; able to brief leadership and align cross-functional stakeholders
WHY YOU SHOULD APPLY NOW
Our culture rewards ownership, excellence, and high energy. We care deeply about outcomes and hold each other accountable - we’re here to win and fix one of the largest challenges Europeans face - closing the pension gap and democratising wealth. If this gets you fired up, reach out!
We believe it’s our team’s varied identities and backgrounds that make us sharper and stronger. We’re committed to creating an environment where everyone feels respected and has equal opportunity to thrive in their careers. For any questions on DEI during the interview process, reach out to your recruitment partner.
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Key team members
Pascal Depuhl
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