Complaints Audit Manager
N26 Bank is seeking a Complaints Audit Manager to join its Complaints Management department in Madrid. This role focuses on enhancing compliance within customer interactions across 24 markets, ensuring adherence to regulatory standards set by BaFin. The position offers an opportunity to influence compliance strategies and operational processes at a pivotal stage of development.
Key responsibilities include designing and implementing control mechanisms for complaint management, ensuring timely and effective responses to identified issues. The role also involves conducting preventive root cause analyses to address systemic product defects and process inefficiencies, and maintaining comprehensive documentation of complaint management procedures across all markets. Additionally, the Complaints Audit Manager will serve as the primary liaison with Compliance, Risk Management, Internal Audit, and external auditors, overseeing the integration of compliance controls into the organization's operations.
Candidates should have at least five years of experience in audit, assurance, internal control, or compliance within a regulated financial institution, with a strong command of German (minimum C1 level) and fluent English. Proven ability to translate regulatory requirements into documented controls under audit pressure is essential. Experience in complaint handling, dispute resolution, or ombudsman procedures is advantageous, as is familiarity with BaFin circulars related to complaint management and PSD2 deadlines.
N26 offers a competitive compensation package, including a relocation package and visa support if needed. Employees benefit from a personal development budget, work-from-home allowance, fitness and language app subsidies, and public transportation discounts. Additional perks include a Premium subscription for personal N26 bank accounts and extra vacation days for each year of service.
Joining N26 means becoming part of a dynamic and innovative team committed to redefining banking in the digital era. The company fosters a culture of inclusivity and continuous growth, providing opportunities to work with cutting-edge technologies and a diverse team of professionals from various backgrounds.