About the opportunity
We invite you to contribute into shaping the future of digital banking in the Complaint Management & Prevention Department – a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love.
As an Operations Manager - Complaints Management (German Market), you will be based in our Madrid hub and play a key role in coordinating the complaints handling process focused on supporting the management of the relevant markets within the scope of the role, as well as driving the collaboration within the authorities relations and audits compliance spaces. You will combine a deep legal understanding of the financial sector with a strong operational execution and a relentless focus on customer outcomes.
In your next challenge, you will:
- Co-manage the team of the highly motivated team of associates and analysts, who deliver end‑to‑end handling of customer or authority‑escalated complaints for the German and other relevant markets,
- Support the other markets teams’ management, ensuring fair, timely and compliant resolutions.
- Collaborate with the market manager, acting as a primary point of contact for German‑speaking authorities and external dispute resolution bodies, preparing and submitting high‑quality responses and evidence.
- Support the market management in coordination and preparation audit‑ready documentation for complaints processes in your scope, partnering closely with internal audit, Compliance, Legal and Risk teams.
- Lead and drive cross‑functional initiatives to tackle root causes of complaints, improve processes, and reduce operational and regulatory risk across markets.
- Provide subject‑matter expertise on German consumer, banking and payments regulations in the context of complaint handling, and support impact assessments for new products and features.
- Mentor complaints analysts in Madrid, fostering a culture of quality, ownership and continuous improvement in German‑language complaints handling.
- Monitor KPIs and SLAs for your markets, proactively identifying risks, inefficiencies and trends, and translating them into actionable improvements, particularly in terms of capacity-related risks and planning.
- Have a substantial degree of autonomy, taking ownership from issue identification to implementation and follow‑up.
What you’ll need to be successful:
- Fluency in German and English – these are mandatory requirements. Spanish, Italian or French skills are a plus.
- This role requires either an university degree in law with a solid understanding of German or other European civil, consumer or banking law, or related, or a strong carrier track in the same field. Practical experience in this field is a plus.
- Several years of relevant experience in complaints handling, legal / regulatory casework, or customer‑facing legal operations in the banking, payments or financial services industry.
- Experience in working with financial regulators, ombudsman schemes or other public authorities is a strong plus.
- Strong analytical mindset combined with excellent investigation and writing skills in German; you can independently carry out accurate legal research and translate complex issues into clear customer‑friendly explanations.
- Demonstrated ability to run and improve operational processes at scale, including identifying root causes, closing control gaps and implementing pragmatic solutions. Hands‑on experience with CRM tools (ideally Salesforce) and process management tools such as Jira and Confluence, or the ability to get up to speed quickly.
- High sense of ownership, resilience and pragmatism; you use your time effectively, prioritize under strict deadlines and keep a cool head when dealing with sensitive cases.
- A collaborative mindset – you enjoy working in a motivated, international team while being comfortable taking autonomous decisions within your remit.
- Please be aware that this role is not remote and will require your in-person presence in the in our office in Madrid on the specific days during the week.
What’s in it for you?
- Accelerate your career growth by joining one of Europe’s most talked‑about digital banking disruptors and a LinkedIn Germany Top Startup Employer.
- N26 is a genuinely exciting place to be, where we can play to our strengths and respect our limitations, while trying to overcome them.
- Personal development budget, discounted public transit pass (selected locations), German language classes, fitness memberships, childcare services (selected locations),
- N26 premium bank card, employee loans, and your choice of a Mac or Windows laptop.
- 26 vacation days per year, with an additional day for each year of service – up to 30 days.
- A high degree of collaboration and autonomy while working with a group of diverse peers, and access to cutting‑edge technologies.
- A relocation package with visa support for those who need it, and the opportunity to build your career in vibrant Madrid as part of our new European Centre of Excellence.
Who we are
N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use. We’ve eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and transparent savings. Founded in 2013, N26 now serves millions of customers in multiple markets across Europe and beyond. Our talented team works across offices in Berlin, Barcelona, Madrid, Milan, Paris and Vienna. Sounds good? Apply now for this position. N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.