Process Operations Specialist - Brokerage

Responsibilities

• 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

Requirements

• 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!

Additional Information

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.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at traderepublicbank? Share your experience