Complaints Compliance & Prevention Manager

N26 Inc.; Madrid; On-site; EUR 90,000 - 120,000; Full time

Benefits offered by this job

Personal development budget

Work from home budget

Discounts for fitness & wellness

Language apps

Public transportation

Premium N26 account subscriptions

Job summary

N26 is seeking an analytical, regulatory-minded Complaints Compliance & Prevention Manager to lead governance, remediation, and the preventive control framework within our Complaints Management & Prevention team. You will own the end-to-end regulatory remediation roadmap, build a BaFin-compliant preventive RCA framework, and oversee Written Orders to ensure data quality and uniform compliance across all markets.

Strong English and German skills required.

Qualifications

• Experience in banking operations, regulatory compliance, or audit remediation.
• 2+ years leading people or major workstreams within complaint management or dispute resolution in a regulated financial institution.
• 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 and managing cross-functional projects.
• Experience communicating with senior stakeholders across all levels of the organization.
• Understanding of case processing technology, customer interfaces, and ticketing platforms.
• Professional fluency in English and German.

Responsibilities

• Lead end-to-end delivery of the regulatory remediation roadmap with ToD/ToE milestones.
• Build, govern, and scale the preventive RCA framework with risk-based triggers.
• Maintain CMP’s Written Orders, procedures, and work instructions.
• Act as primary operational contact for 2LoD, 3LoD, and external regulators.
• Direct and mentor associates in a matrix structure with cross-functional alignment.

Skills

Regulatory compliance

Project leadership

Stakeholder management

Data literacy

English

German

Job description

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. In this role, you will establish a robust, BaFin-compliant preventive Root Cause Analysis (RCA) framework and oversee CMP’s Written Orders (SfO) to ensure full operational integrity, data quality, and compliance across all active N26 markets. The role combines a compliance mindset with deep understanding of operations specificity.

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 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:
• 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 MaBeschwer, MaComp BT 12, MaRisk AT 4.3.4 / AT 7.1, 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 organisation.
• Data & Technical Literacy: Understanding of the cases processing technology, customer interfaces, and ticketing platform, as well as operation indicators.
• Languages: Professional fluency in English and German.

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.