Complaints Audit Manager

• A clear mandate, a clear deadline, and the budget to implement it.
• Direct contact with Internal Audit, auditors, and regulators: the work that defines a compliance career.
• Berlin, hybrid; relocation package and visa support if required.
• Professional development budget, home office budget, subsidies for fitness, language apps, and public transport, N26 Premium for you and subscriptions for family and friends, one additional day of vacation per year of employment.

Under the supervision of BaFin, N26 manages interactions with 7 million customers across 24 markets. As part of our ambitious endeavor to further strengthen the Compliance area within these interactions, we are creating a position to lead the operationalization of the regulatory dimension in exchange with customers and authorities.

You are responsible for the control system: you design control mechanisms, document them, and provide the evidence that is reviewed by Internal Audit, our external auditors, and the supervisory authority. You will join at a time when significant design and strategic decisions are still being actively made—not just after the fact.

• The implementation roadmap: every measure for every finding designed, documented, implemented, and evidenced (Test of Design, Test of Effectiveness) on schedule.
• Preventive root cause analysis: a risk-based procedure that selects complaints based on impact (financial loss, regulatory, reputation), not just volume, and translates them into product and process changes.
• The written-down order of complaint management across all markets: current, consistent, auditable.
• The ongoing interface to Compliance, Risk Management, Internal Audit, and external auditors for controls in complaint management.
• An Associate role (Compliance & Prevention) as well as cross-departmental workstreams with Product, Tech, Legal, and Customer Service.

What you bring: three things

A Senior Consultant or Manager in a regulatory practice for financial service providers who wants to be responsible for the outcome, not the report. An Internal Auditor or Compliance Officer at a bank or insurer who prefers building over auditing. Someone with experience in a supervisory authority who wants to get to know the other side.