Complaints Audit Manager - Fluent German

N26 Inc.; Madrid; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Career growth

Work from home budget

Wellness discounts

Premium N26 account

Annual leave increase

Relocation with visa

Job summary

N26 is seeking an analytical Complaints Compliance & Prevention Manager to lead regulatory remediation, governance, and preventive controls across markets. You will own end-to-end delivery of the remediation roadmap, align with BaFin expectations, and oversee SvO-related procedures while coordinating with Product, Tech, Legal and risk teams.

You will lead a matrix team, drive ToD/ToE milestones, and govern relationships with 2LoD/3LoD stakeholders, ensuring compliance, risk mitigation, and

Qualifications

• 5+ years of compliance controls, internal audit, assurance or governance in the German finance space.
• Full working proficiency in German and English language.
• 2+ years leading people or major workstreams within complaints management or dispute resolution in a regulated financial institution.
• Deep knowledge of European and German banking regulations (BaFin MaBeschwer, MaComp, MaRisk, KWG, PSD2).
• Proven track record in executing regulatory remediations and cross-functional projects.

Responsibilities

• Lead end-to-end delivery of the regulatory remediation roadmap with ToD/ToE milestones.
• Build, govern and scale preventive RCA framework with risk-based triggers.
• Maintain and own Written Orders (SfO) and related procedures.
• Serve as primary operational contact for 2LoD/3LoD and external regulators.
• Direct and mentor L3 Associate/Specialist teams across Product, Tech, Legal and CS.

Skills

German language

English language

Regulatory compliance

Audit remediation

Project leadership

Stakeholder management

Data literacy

Job description

About the Role

We are seeking an analytical, regulatory-minded Complaints Compliance & Prevention Manager to join our Complaints Management & Prevention team

• Do you have hands-on leadership experience with regulatory remediation, audit governance, and internal control frameworks in the German banking space?
• Do you love solving complex operational challenges using preventive Root Cause Analysis (RCA) to eliminate systematic product defects and process bottlenecks?
• Do you enjoy complex project management and aligning cross-functional teams—acting as the strategic bridge between Product, Tech, Legal, and 2LoD/3LoD control functions

Here, you will have the unique opportunity to work at one of Europe’s most exciting Fintechs and directly safeguard our growth and operational integrity. You will own the end-to-end delivery of our regulatory remediation roadmap, establishing robust, BaFin-compliant preventive control frameworks (MaBeschwer, MaComp, MaRisk, KWG) and maintaining Written Orders (SfO) across all active markets.

Reporting directly to the head of the department, you will have the unique opportunity to lead high-visibility regulatory initiatives, managing Test of Design (ToD) and Test of Effectiveness (ToE) milestones while driving operational strategy, scaling data quality, and guiding cross-functional teams.

What You Will Do

• Regulatory Remediation & Governance: Lead the end-to-end delivery of the regulatory remediation roadmap, managing Test of Design (ToD) and Test of Effectiveness (ToE) milestones in alignment with BaFin MaBeschwer, MaComp, MaRisk, and general KWG expectations.
• Preventive Framework & RCA: Build, govern, and scale the preventive RCA framework (MaBeschwer Tz. 18), establishing risk-based selection triggers beyond volume (e.g., PSD2, WpHG, financial loss, reputational risk) to eliminate systematic product and process defects.
• Written Order (SfO) Ownership: Maintain, update, and own CMP’s Written Orders, procedures, and work instructions for structural compliance, process consistency, and cross-market operational alignment.
• Control Function & Stakeholder Interface: Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.
• Team Leadership & Performance: Direct and mentor L3 Associate/Specialist team members in the matrix structure and cross-functional alignment with Product, Tech (PTX), Legal, and CS.

What You Will Bring

• Minimal requirements:
• 5+ years of proven experience in compliance controls, internal audit, assurance or governance in the German finance space.
• Full working proficiency in German and English language.
• Background & Experience: 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 in a regulated financial institution.
• Regulatory Expertise: Deep knowledge of European and German banking regulations, including BaFin Circular 06/2018 (MaBeschwer), MaComp BT 12, MaRisk AT 4.3.4 / AT 7.1, KWG organizational requirements, and PSD2 Article 101.
• Project & Risk Leadership: Proven track record of executing complex regulatory remediations, implementing internal control systems (ICS), and managing cross-functional projects.
• Senior Management Exposure: Experience in communicating with senior stakeholders, addressing their requests, and comfortable interacting across all levels of the organization.
• Data & Technical Literacy: Understanding of the cases processing technology, customer interfaces, and ticketing platform, as well as operation indicators.

What’s in it for you:

• Accelerate your career growth by joining one of Europe’s most innovative banks.
• Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.
• As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.
• Vacation days vary depending on your location of work. Additional day of annual leave for each year of service.
• 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 family statuses.
• A relocation package with visa support for those who need it.

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. Founded in 2013, N26 now has 7 million customers in 24 markets. We employ more than 1,500 employees across 3 office locations in Berlin, Vienna and Barcelona.

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.