Operational Readiness Associate - Complaints Management and Prevention

EngineersOfAI; Madrid; On-site; EUR 40,000 - 55,000; Full time

Benefits offered by this job

Competitive personal development budget

Work from home budget

Discounts on fitness and wellness memberships

Premium N26 bank account subscription

Additional annual leave for each year of service

Relocation package with visa support

Job summary

EngineersOfAI is looking for an Operational Readiness Associate to join their Complaint Management & Prevention Department in Madrid. In this role, you will help coordinate initiatives to improve the quality and compliance of complaints management while collaborating with various stakeholders.

The ideal candidate should have experience in banking operations and project management, along with strong analytical and organizational skills. Join us to accelerate your career and enjoy a range of employee benefits.

Qualifications

• Experience with consumer protection regulations and complaints handling.
• Ability to manage multiple priorities and deadlines.
• Strong analytical skills and familiarity with SQL is a plus.

Responsibilities

• Oversee operational readiness and process improvements.
• Support governance activities and compliance monitoring.
• Partner with stakeholders to ensure alignment on initiatives.

Skills

Experience in banking operations

Project management

Organizational skills

Analytical mindset

Excellent communication skills in English

Job description

About the opportunity

We invite you to contribute into shaping the future of digital banking in the Complaint Management & Prevention Department – a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love.

Operational Readiness Associate (Complaints Management and Prevention), you will help to coordinate initiatives that elevate the quality, compliance, transparency and efficiency of complaints management and prevention process.

In this role, you will:

• Oversee operational readiness, governance, and process improvements across the Complaints Management function
• Play a crucial role in performance reporting and analytics within the domain
• Drive and support governance activities by monitoring adherence to complaints handling processes, regulatory requirements (e.g. EBA Guidelines on Complaints Handling, local consumer protection rules), and risk controls
• Work closely with Complaints Department leadership to define and track key metrics and OKRs — such as resolution times, root-cause closure rates, and customer satisfaction — to shape operational success
• Carry the voice of the customer in collaboration with others, turning complaints insights into concrete actions that improve the quality of services delivered to our customers
• Support the complaints operational teams with root‑cause analysis of recurring issues and incidents, and implement workarounds and structural fixes to manage current and future risks
• Partner with cross‑functional stakeholders (Product, Compliance, Legal, Customer Service, Outsourcing Partners, etc.) to ensure smooth execution and alignment of complaints‑related initiatives, including readiness for new product launches and regulatory changes
• Continuously identify opportunities to streamline complaints workflows, standardise handling procedures, and drive automation initiatives across intake, triage, investigation, and response

What you need to be successful:

• Experience in banking operations, complaints management, customer service, or a related function with exposure to project management, risk, and operational readiness
• Familiarity with consumer protection regulation and complaints‑handling frameworks (e.g. EBA Guidelines, BaFin requirements, GDPR) is a strong plus
• Strong organisational and project management skills, with the ability to manage multiple priorities, deadlines, and regulatory timelines
• Proven track of project management within established methodologies
• The ability to focus on details and technicalities — including individual case quality — while simultaneously retaining a comprehensive vision of the big picture and systemic trends
• A strong analytical mindset (SQL experience is a plus) and the ability to independently leverage complaints data for prioritisation, root‑cause identification, and decision making
• Excellent written and verbal communication skills in English; any other European language is a plus.

What's in it for you:

• Accelerate your career growth by joining one of Europe's most talked about disruptors.
• 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.
• 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.