Senior Manager Complaints Operations & Service Delivery

Madrid·Posted today

fintech

<h1>About the Role</h1> We are looking for a Senior Manager – Complaints Operations & Service Delivery to lead the day-to-day complaints operation of N26 across all our markets, with focus on Germany. Reporting directly to the Head of Customer Service & Complaints Management and Prevention, you will own how the operation performs: regulatory deadlines met in every market, capacity planned rather than improvised, productivity defined and tracked, quality assured and continuity guaranteed. The complaints market managers report to you; you steer the quality-assurance and workforce-management specialists who support complaints; you work hand in hand with our Compliance & Prevention function, which designs the controls you operate; and you act as designated deputy to the Head of department for complaints operations. This is a hands-on senior operations role in a supervised, high-scrutiny environment — the right job for someone who has turned an operation around on SLAs before and can prove it with numbers. <h2>What You Will Do</h2> <ul> <li style="color: #000000 !important;">Service Delivery & SLA Ownership: Own regulatory timeliness and backlog across DE/AT, FR, ES, IT and Greater Europe; set queue strategy and prioritisation rules; run the daily and weekly operating rhythm; intervene before thresholds are breached, not after.</li> <li style="color: #000000 !important;">Capacity & Workforce Planning: Own the complaints forecast, staffing model and scheduling, including BPO volume steering; translate volume trends and regulatory changes (e.g. new deadline regimes) into capacity decisions; keep the capacity model current and evidenced.</li> <li style="color: #000000 !important;">Productivity & Operational Excellence: Define productivity standards per market and team, track them monthly, and drive the adoption of optimisation measures — routing, templates, tooling, automation — together with Operational Readiness and our Product & Tech partners.</li> <li style="color: #000000 !important;">Quality Assurance: Run the QA system for complaints output — sampling, calibration across markets, feedback loops, rework reduction — so that quality is measured, not assumed.</li> <li style="color: #000000 !important;">Business Continuity: Own the contingency plan for the complaints operation: triggers, surge playbooks, cross-market and BPO backup, regular tests.</li> <li style="color: #000000 !important;">Team Leadership: Lead, develop and hold accountable the complaints market managers; build operational-management capability in the team; manage performance with facts.</li> <li style="color: #000000 !important;">Evidence & Governance: Produce the operating evidence (reports, sign-offs, exceptions and their handling) that Compliance & Prevention, Internal Audit and external reviewers test; represent complaints operations in management and audit forums and deputise for the Head of department on complaints operations.</li> </ul> <h2>What You Will Bring</h2> <ul> <li style="color: #000000 !important;">Minimal requirements: <ul> <li style="color: #000000 !important;">7+ years in customer or complaints operations in regulated financial services (bank, payment or e-money institution, insurer), including 3+ years leading managers of managers or a multi-site / multi-market operation.</li> <li style="color: #000000 !important;">A demonstrable track record of lifting SLA attainment and productivity in an operation of comparable size (50+ FTE in-house and/or BPO).</li> <li style="color: #000000 !important;">Full professional proficiency in English.</li> </ul> </li> <li style="color: #000000 !important;">Background & Experience: Service delivery, workforce management or operational-excellence leadership; experience steering BPO partners on forecast, quality and cost; exposure to audits or regulatory remediation as an operational owner.</li> <li style="color: #000000 !important;">Functional & Technical Knowledge: Forecasting and capacity planning, scheduling, queue and skills-based routing, QA calibration and productivity metrics; practical knowledge of complaint-handling timelines (PSD2 15 / 35 business days, national regimes) and delay-notification duties; case-management and BI tooling (Salesforce, Metabase or equivalent).</li> <li style="color: #000000 !important;">Leadership: Direct, fact-based and calm under scrutiny; able to develop managers who are strong on content into strong operators; comfortable presenting to senior management and auditors.</li> <li style="color: #000000 !important;">Languages: Fluent English required; German or Spanish is a strong plus.</li> </ul> <h2>What's in it for you:</h2> <ul> <li style="color: #000000 !important;">Accelerate your career growth by joining one of Europe's most innovative banks 🚀.</li> <li style="color: #000000 !important;">Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation.</li> <li style="color: #000000 !important;">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.</li> <li style="color: #000000 !important;">Vacation days vary depending on your location of work. Additional day of annual leave for each year of service.</li> <li style="color: #000000 !important;">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.</li> <li style="color: #000000 !important;">A relocation package with visa support for those who need it.</li> </ul> <h2>Who we are?</h2> 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. Sounds good? Apply now for this position! 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.

Apply for this role