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Client Service Manager (m/f/d)

The Client Service Manager within VTB Direktbank Operations Team will be the first point of contact to the internal and external service provider to maintain, build and lead VTB Direktbank Retail Client Services. In this function, the candidate will be responsible to execute operation models in the areas of retail investments for our clients, ensuring that the highest regulatory and quality standards are met. The candidate will conceptualize structure, manage and support the implementation of topics such as Process Efficiency & Process Management, Operational Excellence, Regulatory Compliance and Digital Transformation in order to align our customer’s efficiency. In this role, the applicant has to take over responsibilities of all core activities between client engagement and back-end operations of the operating model of VTB Direktbank and has to oversee, coordinate and maintain VTB Direktbank operations to ensure an efficient and compliant run and change mode.
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Your Responsibilities

  • Client Life Cycle Management incl. Customer Support
  • Data Protection Management (GDPR)
  • Project co-work in above areas
  • First contact (3rd Level Support) to external service provider: in daily customer care business
  • Workflow and process management and documentation (process descriptions, reporting, participation in automation projects with Business and IT teams)
  • Supporting the Head of Operations for Vendor- and Outsourcing-Management: Focus on commercially efficient, compliant and operational processes


  • Bank clerk or comparable training
  • Professional experience in in brokerage or investment company
  • Routine knowledge of agree21
  • Strong analytical thinking and problem solving skills
  • Strong communicator and solution-oriented team player with a strong interest in digital innovative ideas & processes
  • Strong knowledge of Microsoft Office and optional knowledge of SalesForce system as a plus
  • Native speaker level German and business fluent English skills

We Offer

  • Attractive remuneration package with company pension scheme
  • „Job ticket“ (ticket for public transportation), “VWL” (capital-forming benefit), restaurant cheques and recreation allowance
  • International orientation through the global network of the VTB Group
  • Individual further training measures and certifications
  • Western European Headquarters
  • Light-flooded, modern workplaces in a central location in Frankfurt with very good transport connections
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We look forward to receive your complete application documents stating your salary expectations and your possible starting date by e-mail at

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