Senior Manager Complaints Operations & Service Delivery
N26 · Madrid
Employment
Full-time
Workplace
On-site
About the role
N26 is seeking a Senior Manager for Complaints Operations & Service Delivery to lead day-to-day complaints operations across all markets with a focus on Germany. In this hands-on senior role, you will report to the Head of Customer Service & Complaints Management and Prevention to ensure regulatory deadlines are met, capacity is planned, and productivity is tracked. You will steer complaints market managers, quality-assurance specialists, and workforce-management professionals while working closely with Compliance & Prevention.
Key requirements
- 7+ years in customer or complaints operations in regulated financial services (bank, payment or e-money institution, insurer)
- 3+ years leading managers of managers or a multi-site / multi-market operation
- Demonstrable track record of lifting SLA attainment and productivity in an operation of comparable size (50+ FTE in-house and/or BPO)
- Full professional proficiency in English
Who should apply
An experienced operational leader with a background in regulated financial services who can prove past success in turning around operations and SLAs using numbers.
Key skills
Application guidance
Interested candidates can apply directly on the employer's official site.