At IDnow, we believe innovation is finding solutions to problems that don't yet exist but are sure to impact our future. Making the connected world a safer place is and has been our vision from the very beginning.

Our identity verification SaaS solutions enable businesses to make reliable, informed decisions in an instant. We offer robust, secure and seamless solutions to protect against player fraud, identity theft or forging signatures. It is not only mandatory and reduces business loss, but it also becomes a highly competitive advantage, as customer experience and retention rates improve substantially. We help our clients to increase security, improve customer conversion, and streamline their onboarding process.

We understand that regulation and our clients’ requirements are constantly evolving, so we evolve with them. Thanks to our close relationships with industry regulators, our solutions comply with multi-jurisdictional KYC ("Know Your Customer") regulations, allowing customers to process a wide variety of identity documents, and onboard and service consumers from all around the world in different markets and countries.

The position is based in Munich/Berlin/Düsseldorf  ideally-Hybrid position (2 days remote)

Key Responsibilities

Under the leadership of our Workforce Management department, we are looking for a Team Lead Workforce Management (m/f/d).

• Lead and develop a team of five Real Time Managers working in shifts across multiple locations.
• Organize and manage the team’s shift schedules.
• Strengthen collaboration between the Real Time Management team and other internal and external teams.
• Standardize and enhance the team’s processes and tools, ensuring consistency across locations.
• Ensure service level targets are met for IDnow clients, while factoring in commercial priorities.
• Oversee and manage both internal and external ident centers, in close partnership with the Vendor Management team.
• Analyse performance data, spot trends, report to senior management, and recommend improvement actions.
• Handle internal and client escalations effectively.

Preferred Experience

At least 5 years of experience in Workforce or Real Time Management, including some leadership exposure.

• Proactive mindset with a desire to help shape and improve team performance in a fast-growing, dynamic environment.
• Strong analytical and data-driven approach.
• Proficient in Microsoft Office suite.
• Basic knowledge of data analysis tools such as Tableau or Power BI.
• Fluent in both German and English.
• Willingness to work in shifts sporadically.

Perks & Benefits

• Health & Wellbeing: Use your full access to Nilo.Health, including 1on1 sessions
• We value personal and professional development: make full use ot the training Platform Udemy! 
• A supportive feedback-based culture where respect and integrity guide us in what we do
• We make your remote work comfy: we provide support on equipment and offer flexible working hours; we help you collaborate and connect with your colleagues both locally and remotely
• Paid special leave days
• Workation possibilities
• Specific, locational benefits

IDnow applies the principles of non-discrimination and equality: We strive to establish, maintain, and promote an open and inclusive recruitment process and working environment by respecting the principles of equal opportunities. Including but not limited to: sex, race or ethnic origin, religion or convictions, gender identity, citizenship, marital status, disability, age, or sexual orientation.