Banking Operations Associate – Claims

N26 Inc.; Barcelona; Presencial; EUR 60.000 - 90.000; Jornada completa

Descripción de la vacante

N26 Inc. in Barcelona, Spain seeks an experienced Operations anchor for claims handling in a strategic market. You will own end-to-end claims processes, ensure regulatory and compliance standards are met, and drive improvements to customer outcomes while reducing operational risk.

This hands-on role partners with Product, Legal, and Customer Service to define governance, track KPIs, manage outsourcing, and lead root-cause analyses for continuous improvements across complex cases.

Formación

• Proven experience in operations, service delivery, or similar functions.
• Strong track record in process governance, regulatory controls, and audit readiness.
• Structured, project-oriented with ability to manage multiple initiatives and deadlines.
• Professional banking qualification or degree, or equivalent practical experience.
• Excellent analytical mindset with data-driven decision making.
• Deep attention to detail while seeing broader context.
• Fluent Spanish and English, both written and spoken.
• Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions.

Responsabilidades

• Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness.
• Define and track team KPIs / OKRs to measure readiness, quality, and performance.
• Oversee handling of complex cases, escalation, remediation, and policy compliance.
• Manage outsourcing/vendor relationships; design and deliver training for partners.
• Partner cross-functionally to implement process changes improving CX and reducing risk.
• Lead incident analysis and root-cause investigations with actionable fixes.
• Maintain and improve internal documentation to minimise audit findings.
• Coach team members with feedback, career direction, and decision boundaries.
• Drive standardisation, streamline workflows, and automate repetitive tasks.

Conocimientos

Operations management

Stakeholder communication

Process governance

Project management

Data-driven decision making

Attention to detail

Bilingual: Spanish & English

Stakeholder communication

Attention to detail

Spanish-English

Educación

Banking/Finance degree or related field

Banking qualification

Descripción del empleo

About the Opportunity

As part of the Banking Operations group, you will be the operational anchor for claims handling in one of N26’s strategically critical markets: Spain. You will be responsible for delivery across all operational end-to-end claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands‑on functional role: you will own the operational agenda for complex and edge‑case workstreams in close partnership with stakeholders such as Product, Legal, and our Customer Service and Experience teams.

In This Role, You Will:

• Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness, and up-to-date internal documentation.
• Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality, and performance.
• Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation, and compliance with applicable law and internal policy.
• Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling.
• Partner cross-functionally to identify, design, and implement process changes that improve customer experience and reduce risk.
• Lead incident analysis and root‑cause investigations; propose and drive actionable, measurable workarounds and long‑term fixes.
• Maintain and continuously improve internal documentation to minimise audit findings and operational friction.
• Coach and develop team members by providing clear feedback, career direction, and ensure the team operates within agreed decision boundaries.
• Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks, and raise overall service quality.

What You Need to Be Successful:

• Proven experience in operations, service delivery, or similar functions, with direct experience in handling complex operational cases.
• Strong track record in process governance, regulatory controls, and audit readiness. Experience with outsourcing/vendor management is highly desirable.
• Structured, project‑oriented way of working with the ability to manage multiple initiatives and deadlines concurrently. Project management experience is a plus.
• Professional banking qualification or degree in Finance, Economics, Business Management, or a related field, or equivalent practical experience.
• Excellent analytical mindset with the ability to use data for prioritisation and decision making.
• Deep attention to detail while keeping a clear view of the broader operational and business context.
• Fluent written and spoken Spanish and English. Any other European language is a bonus.
• Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions.

What We Offer:

• A fair, transparent, and confidential recruitment process.
• Be part of a high‑impact team shaping the future of digital banking.
• Gain exposure to global operations and regulatory frameworks.
• Collaborate with diverse teams in a dynamic, fast‑growing company.
• Enjoy a culture that values innovation, ownership, and continuous improvement.
• The opportunity to positively impact your career journey as you continue to grow with us.

What’s in It for You:

• Accelerate your career growth by joining one of Europe’s most talked‑about disruptors.
• Employee benefits include discounts to fitness & wellness memberships, language courses, public transportation, and more.
• A Premium N26 bank account, as well as subscriptions for friends and family members.
• Varying vacation days depending on your location of work and duration of your internship.
• A high degree of autonomy and access to cutting‑edge technologies – all while working with a friendly team of peers of diverse nationalities, life experiences, and backgrounds.

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 supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do.
We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

Equal Opportunities & Candidate Support:

Do you see yourself thriving in this role? We’d love to see your application even if you don’t meet 100% of the criteria. You may just be the right fit for this or other roles!
At N26, we believe our strength lies in our people and the varied perspectives they bring. We strive to build diverse teams that drive innovation and business success. We actively seek talent from all backgrounds and welcome applications from all genders, cultures, sexual orientations, abilities, neurodiversities, and ages.
We are committed to providing an excellent and accessible candidate experience. If you require any accommodations to make this process work for you, please let us know. We’re here to support you!
Discover more about Diversity & Inclusion at N26: https://n26.com/en-eu/diversity-and-inclusion