Senior Manager Complaints Operations & Service Delivery

• Accelerate your career growth by joining one of Europe's most innovative banks 🚀.
• 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.
• Vacation days vary depending on your location of work. 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.

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.

• 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.
• 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.
• 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.
• Quality Assurance: Run the QA system for complaints output - sampling, calibration across markets, feedback loops, rework reduction - so that quality is measured, not assumed.
• Business Continuity: Own the contingency plan for the complaints operation: triggers, surge playbooks, cross-market and BPO backup, regular tests.
• Team Leadership: Lead, develop and hold accountable the complaints market managers; build operational-management capability in the team; manage performance with facts.
• 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.