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Team Lead Client Service & Product Architecture (f/m/d)
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Full-time
Posted 14d ago
~40 hrs/week
Responsibilities
Define and execute the end-to-end client service strategy while leading a high-performing team to support institutional clients. Oversee daily operations, incident management, and cross-functional collaboration to ensure operational excellence and regulatory compliance.
Requirements
Requires 8-12+ years of experience in client service or customer success with a deep understanding of fintech or financial services. Candidates must possess strong technical aptitude in cloud-native environments and proven ability to manage complex institutional client relationships.
Full job description
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 has concentrated all its cash market business in Deutsche Börse. It organizes one of the leading cash markets in Europe and offers companies, brokers and investors access to the German, European and international capital markets.
Our product portfolio and services cover the admission of securities to trading – according to recognized rules and in customized market segments. In the form of Deutsche Börse Xetra® and Deutsche Börse Frankfurt we operate two of the world’s most renowned trading platforms where prices are determined on the exchange and, thanks to the Central Counter Party (CCP), with minimum default risk for stock and bond transactions.
Deutsche Börse champions regulated and transparent markets that enable efficient, safe and fair securities trading. We provide solutions for efficiently raising and allocating capital, in this way laying important foundations for the real economy. Through this commitment, we make a valuable contribution to ensuring the exchanges fulfil their macroeconomic role.
Privacy policy: https://www.cashmarket.deutsche-boerse.com/cash-en/privacy-notice
Imprint: https://www.cashmarket.deutsche-boerse.com/cash-en/imprint
How many Finance & Accounting jobs are open in Luxembourg, Luxembourg right now?
There are currently 445 open finance & accounting positions in Luxembourg, Luxembourg listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Finance & Accounting roles in Luxembourg, Luxembourg?
Companies currently hiring include Deloitte, Deutsche Börse, PwC, ING, Amazon, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Finance & Accounting jobs in Luxembourg, Luxembourg?
Yes — 171 of the 445 open finance & accounting positions offer remote or hybrid work (0 remote, 171 hybrid).
How do I apply for Finance & Accounting jobs in Luxembourg, Luxembourg?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.