Team Lead Client Service & Product Architecture (f/m/d)

.boerse_footer { position: relative; margin-top: -50px; height: 30px; clear: both; margin-bottom: 20px; background: #EEE none repeat scroll 0% 0%; line-height: 30px; padding: 0px 10px; color: #AAA; font-family: "Arial, Helvetica, sans-serif" } .boerse_jobtemplate { width: 970px; max-width: 100%; height: auto; } .joqReqDescription { max-width: 100%; height: auto; align: center; } .jobDisplay .job { font-family: "Arial" !important; font-size: 14px !important; } div.joqReqDescription p, div.joqReqDescription ul, div.joqReqDescription ol, div.joqReqDescription div, div.joqReqDescription li { font-size: 14px !important; } .cust_group_company_header { font-family: custom3319b3cecfc94e7b90220; font-size: 18px; } Group Company: [[legalEntity_obj]] [[extTitle]] [[filter5]] | [[filter6]] Ready to make a real impact in the financial industry? At Deutsche Börse Group, we'll empower you to grow your career in a supportive and inclusive environment. With our unique business model, driven by 15,000 colleagues around the globe, we actively shape the future of financial markets. Join our One Global Team! Your area of work: We are seeking an experienced and client-focused Head of Client Service & Product Architecture to lead and scale our client-facing service organization for our next-generation fund-distribution market infrastructure, built on blockchain, cloud-native, and microservice technologies. This role is responsible for defining the client-service strategy, ensuring operational excellence, and delivering an outstanding service experience for our institutional customers. As the voice of the client within the organization, this leader will influence Clients’ experience, lead service reviews, oversee incident management, and ensure that every client receives timely, accurate, and proactive support. The ideal candidate combines service leadership, operational discipline, and strong knowledge of financial industry workflows, with the ability to build trust with clients and internal teams alike. Your responsibilities: Client Service Strategy & Leadership Define and execute the end-to-end client service strategy, covering support, incident response, and ongoing day to day client interactions. Build, lead, and mentor a high-performing client service team supporting institutional clients across multiple regions. Establish client-centric KPIs, quality standards, and SLAs aligned with business objectives and regulatory expectations. Promote a strong client-success culture across the company. Operational Support & Issue Resolution Lead the day-to-day operations of the Client Service function, ensuring timely response to client requests, tickets, and escalations. Oversee incident management, root-cause analysis, and communication for service disruptions or critical issues. Implement continuous improvement initiatives based on metrics, trends, and post-incident reviews. Ensure all support processes adhere to security, data protection, and operational risk standards. Client Relationship & Communication Act as a senior point of escalation for key clients, building trust through transparency, accountability, and proactive engagement. Conduct regular service reviews with major clients to discuss performance, roadmap updates, and improvement opportunities. Provide clear communication on product changes, maintenance schedules, and operational impacts. Collaboration & Cross-Functional Influence Work closely with Product Engineering, QA, Compliance, and Clearstream teams to relay client feedback and ensure alignment on support priorities. Influence product roadmap decisions by systematically capturing client needs, pain points, and usage patterns. Support regulatory and audit requirements relating to service quality, operational resilience, and client communications. Tools, Processes & Governance Select and manage customer support tools, ticketing systems, dashboards, and monitoring solutions. Define standard operating procedures (SOPs), support guidelines, and escalation paths. Ensure accurate and up-to-date documentation for clients and internal teams (knowledge base, runbooks, FAQs). Support audit readiness and compliance checks related to client service operations. Your profile: Leadership & Experience: 8–12+ years of experience in client service or customer success, including several years of experience building, scaling, and leading teams. Industry Domain Knowledge: Deep understanding of fintech, financial services, or regulated environments, with preferred knowledge of Transfer Agency, fund distribution, or market infrastructure. Technical Aptitude: Familiarity with cloud-native platforms, APIs, microservices, and complex integration-driven products; exposure to blockchain/DLT is a strong asset. Institutional Client Management: Proven ability to manage institutional clients, build strong relationships, and successfully resolve complex technical escalations. Operational Excellence: A data-driven, problem-solving mindset with experience managing KPIs, SLAs, and incident-management processes in critical environments. Collaboration & Onboarding: Strong project-management skills to coordinate client onboarding and collaborate effectively with cross-functional product and engineering teams. Adaptability & Communication: Exceptional communication and conflict-resolution skills, with the ability to thrive in a fast-paced, high-growth, and regulated environment. Deutsche Börse Group embraces an international climate, whereby diversity is universal. This is evident across the board, be it through our diverse workforce, routine responsibilities or other areas of activities and scope of application. We are looking for employees who enjoy working in a dynamic and flexible environment and are willing to put forward innovative ideas for the company. An open mindset, a proactive approach and self-motivation are prerequisites. We offer our employees an attractive remuneration package. Benefits include a high level of trust and autonomy in modern, centrally located workplaces where corporate culture and values are exercised regularly. We value diversity and therefore welcome all applications - regardless of gender, nationality, ethnic and social origin, religion/belief, disability, age, sexual orientation and identity. Have we piqued your interest? Then we encourage you to apply now! Do you have questions about the application process or this position? Please contact us at careers@deutsche-boerse.com or by phone 069-211-11810. We look forward to getting to know you! Deutsche Börse Group, Human Resources https://careers.deutsche-boerse.com/