Executive Lead, Complaints Operations & Service Delivery

N26 Inc.; Madrid; On-site; EUR 120,000 - 160,000; Full time

Benefits offered by this job

Premium bank account features for the

Work from home budget

Fitness & wellness discounts

Language apps

Public transportation benefits

Vacation days and service‑based accrui

Autonomy with cutting‑edge tech

Job summary

N26 seeks a Senior Manager – Complaints Operations & Service Delivery to lead day-to-day complaints operations across markets, with a focus on Germany. You will own regulatory deadlines, capacity planning, and quality assurance, working with the complaints market managers and Compliance & Prevention functions.

This hands‑on, senior role requires a proven track record turning around SLAs with numbers, and the ability to operate under high scrutiny while driving improvements and stakeholder

Responsibilities

• Own regulatory timeliness and backlog across DE/AT/FR/ES/IT and Greater Europe; set queue strategy and prioritisation rules.
• Forecast, staffing model and scheduling for complaints, including BPO volume steering.
• Define productivity standards per market and team; drive optimisation with routing, templates, tooling and automation.
• Run QA for complaints output with sampling, calibration across markets and feedback loops.
• Own contingency plans for complaints operations including triggers and cross‑market backup.
• Lead, develop and hold accountable the complaints market managers; build operational‑management capability.
• Produce operating evidence (reports, sign‑offs, exceptions) for Compliance & Prevention, Internal Audit and external reviewers.

Job description

N26 seeks a Senior Manager – Complaints Operations & Service Delivery to lead day-to-day complaints operations across markets, with a focus on Germany. You will own regulatory deadlines, capacity planning, and quality assurance, working with the complaints market managers and Compliance & Prevention functions.

This hands‑on, senior role requires a proven track record turning around SLAs with numbers, and the ability to operate under high scrutiny while driving improvements and stakeholder