Business Support Manager in Customer Service (m/f/d)

Maintains accurate department risks in the Risk Open Pages (ROP) framework and Business Impact Analysis (BIAs) in OpenTrust. Ensures proper registration, monitoring and review of controls, events and action plans, as well as maintains and reviews BIAs on applications, processes and EUDAs. Quality assurance: Maintains a profound knowledge of the day-to-day business by regularly conducting BAU processes. Participates in testing to launch new initiatives, products, features, releases and incidents. Supports the department in its quality assurance initiatives. Stays updated on best practices, regulatory updates, and organisational policies and contributes to Policy Gap analysis. Continuously seeks opportunities to improve risk management processes in close cooperation with the Operational Process Managers. Controls and balancing new processes. Provides insights and recommendations to help the team learning from successes, failures and feedback by providing suggestions for improvement. Fosters a strong risk culture by acting as a risk ambassador. Ensures effective communication and collaboration between first teams line and second line specialists Supports the department during internal and external audits. Supports the Head of Customer Service in all Data Ownership activities and in the ECB Readiness Initiative. Identifies and assesses risks: Conducts risk and control assessments, develops action plans to address identified risks. Ensures continuous monitoring and updating of risk profiles.

Educated to degree level, ideally in a business-related discipline or education comparable and experience Several years experience in a Customer Service or Compliance area in a highly volatile working environment In-depth knowledge of Customer Service and Risk processes and mechanisms Passionate to deliver excellent internal customer service strong analytical, planning and problem solving skills ability to swap between helicopter and micro-management Excellent communication and negotiation skills, strong business acumen and senior stakeholder management Fluent in English and German

An international team with colleagues from more than 50 different countries Social benefits search as a company pension scheme and capital formation contributions 30 days holiday as well as 24 and 31 December as non-working days Employee Assistance Programs – personal 24/7 helpline for all employees Various possibilities for flexible working, i.a. various part-time models, flexitime Extensive, very flexible home office arrangements Possibility to work from other EU countries for up to 30 days per year Additional benefits such as activities sports, free fruit, nuts and drinks Employer contributions to BVG job ticket and a Lease a bike programme An informal corporate culture - without dress code and ‘Sie’. An excellent learning culture and opportunity to improve your professional competencies Easily accessible city centre offices, in the vicinity of many shops and restaurants to which you receive a discount