Operational Readiness Associate - Complaints Management and Prevention
The Operational Readiness Associate in Complaints Management and Prevention at N26 Bank plays a pivotal role in enhancing the quality, compliance, transparency, and efficiency of the bank's complaints management processes. This position is situated within the Complaints Management department, a critical unit that bridges customers, market regulators, and internal stakeholders to deliver seamless and compliant banking services. N26 Bank, a leading digital bank headquartered in Berlin, is renowned for its innovative approach to banking, offering a fully digital experience that eliminates traditional banking complexities.
In this role, the associate will oversee operational readiness, governance, and process improvements across the Complaints Management function. Key responsibilities include driving and supporting governance activities by monitoring adherence to complaints handling processes, regulatory requirements, and risk controls. The associate will collaborate closely with Complaints Department leadership to define and track key metrics and objectives, such as resolution times, root-cause closure rates, and customer satisfaction. Additionally, the role involves analyzing recurring issues and incidents, implementing workarounds and structural fixes, and partnering with cross-functional stakeholders to ensure smooth execution and alignment of complaints-related initiatives. Continuous identification of opportunities to streamline complaints workflows, standardize handling procedures, and drive automation initiatives is also a key aspect of the position.
Candidates should have experience in banking operations, complaints management, customer service, or related functions, with exposure to project management, risk, and operational readiness. Familiarity with consumer protection regulations and complaints-handling frameworks, such as EBA Guidelines, BaFin requirements, and GDPR, is advantageous. Strong organizational and project management skills are essential, along with the ability to manage multiple priorities, deadlines, and regulatory timelines. A strong analytical mindset, with proficiency in SQL being a plus, and excellent written and verbal communication skills in English are required.
While specific compensation details are not provided, N26 Bank offers a competitive personal development budget, work-from-home budget, and various employee benefits, including discounts on fitness and wellness memberships, language apps, and public transportation. Employees also receive a Premium subscription on their personal N26 bank accounts, with additional subscriptions available for friends and family members. An additional day of annual leave is granted for each year of service, and a high degree of autonomy is provided, along with access to cutting-edge technologies. The company fosters a friendly team environment with peers from diverse nationalities and backgrounds.
N26 Bank is committed to creating an inclusive workspace where everyone feels valued and respected. The company encourages applications from individuals of all backgrounds, cultures, genders, sexual orientations, abilities, neurodiversities, and ages. Joining N26 offers the opportunity to be part of a rapidly growing and innovative company that is reshaping the future of digital banking.