Banking Operations Associate – Claims

• Proven experience in operations, service delivery, or similar functions, with direct experience in handling complex operational cases.
• Strong track record in process governance, regulatory controls, and audit readiness. Experience with outsourcing/vendor management is highly desirable.
• Structured, project-oriented way of working with the ability to manage multiple initiatives and deadlines concurrently. Project management experience is a plus.
• Professional banking qualification or degree in Finance, Economics, Business Management, or a related field, or equivalent practical experience.
• Excellent analytical mindset with the ability to use data for prioritisation and decision making.
• Deep attention to detail while keeping a clear view of the broader operational and business context.
• Fluent written and spoken Spanish and English. Any other European language is a bonus.
• Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions.

As part of the Banking Operations group, you will be the operational anchor for claims handling in one of N26's strategically critical markets: Spain. You will be responsible for delivery across all operational end-to-end claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands-on functional role: you will own the operational agenda for complex and edge-case workstreams in close partnership with stakeholders such as Product, Legal, and our Customer Service and Experience teams.

• Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness, and up-to-date internal documentation.
• Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality, and performance.
• Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation, and compliance with applicable law and internal policy.
• Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling.
• Partner cross-functionally to identify, design, and implement process changes that improve customer experience and reduce risk.
• Lead incident analysis and root-cause investigations; propose and drive actionable, measurable workarounds and long-term fixes.
• Maintain and continuously improve internal documentation to minimise audit findings and operational friction.
• Coach and develop team members by providing clear feedback, career direction, and ensure the team operates within agreed decision boundaries.
• Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks, and raise overall service quality.