Complaints Compliance & Prevention Manager

Rocketlist; Berlin; Vor Ort; EUR 120.000 - 180.000; Vollzeit

Zusammenfassung

N26 is seeking an analytical Complaints Compliance & Prevention Manager to lead governance, remediation, and preventive controls within the Complaints Management & Prevention department. You will own end-to-end planning and execution of the regulatory remediation roadmap, separating administrative controls from operational case handling.

Ideal candidates have 5+ years in regulatory compliance and complaint management in the German financial sector, with strong German language proficiency and

Qualifikationen

• 5+ years in compliance controls, assurance, banking operations or complaints management in the German financial space.
• Leadership experience with teams or major workstreams.
• Deep knowledge of European and German banking regulations.

Aufgaben

• Lead end-to-end delivery of the regulatory remediation roadmap, including ToD and ToE milestones.
• Build and scale the preventive RCA framework with risk-based triggers.
• Maintain CMP's written orders, procedures and work instructions for structural compliance.
• Serve as operational contact for 2LoD/3LoD and external regulators.
• Direct and mentor Associate/Specialist team members in matrix and cross-functional setup.

Kenntnisse

Compliance controls

Regulatory compliance

Banking operations

Complaints management

Leadership

German language proficiency

Jobbeschreibung

About the Role

N26 is seeking an analytical, regulatory-minded Complaints Compliance & Prevention Manager to lead compliance governance, audit remediation, and the preventive control framework within our Complaints Management & Prevention department. Reporting directly to the head of the department, you will own the end-to-end planning and execution of our regulatory remediation roadmap, separating administrative control and preventive functions from operational case handling.

Key Responsibilities

• Lead the end-to-end delivery of the regulatory remediation roadmap, managing Test of Design (ToD) and Test of Effectiveness (ToE) milestones.
• Build, govern, and scale the preventive RCA framework, establishing risk-based selection triggers beyond volume.
• Maintain, update, and own CMP’s Written Orders, procedures, and work instructions for structural compliance.
• Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.
• Direct and mentor Associate/Specialist team members in the matrix structure and cross-functional alignment.

Requirements

• 5+ years of proven experience in compliance controls, assurance, banking operations or complaints management in German financial space.
• Full working proficiency in German language.
• Professional experience in banking operations, regulatory compliance, or audit remediation, with at least 2+ years leading people or major workstreams within complaint management or dispute resolution.
• Deep knowledge of European and German banking regulations, including MaBeschwer, MaComp BT 12, MaRisk AT 4.3.4 / AT 7.1, and PSD2 Article 101.
• Proven track record of executing complex regulatory remediations, implementing internal control systems (ICS), and managing cross-functional projects.