N26
Madrid, Spain
Full-time
9 days ago
About the opportunity As part of the Banking Operations group you will be part of a team of motivated professionals with the objective to e…
About the opportunity
As part of the Banking Operations group be the operational anchor for claims handling one of N26’s strategically critical markets: Germany. You will be responsible for delivery across all operational end-to-end claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands-on functional role: you will own the operational agenda for complex and edge-case workstreams in close partnership with stakeholders such as Product, Legal and our Customer Service and Experience teams.
Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness and up-to-date internal documentation
Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality and performance
Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation and compliance with applicable law and internal policy
Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling
Partner cross-functionally to identify, design and implement process changes that improve customer experience and reduce risk
Lead incident analysis and root-cause investigations; propose and drive actionable, measurable workarounds and long-term fixes
Maintain and continuously improve internal documentation to minimise audit findings and operational friction
Coach and develop team members by providing clear feedback, career direction and ensure the team operates within agreed decision boundaries
Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks and raise overall service quality
Proven experience in operations, service delivery or similar functions
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
About the opportunity As part of the Banking Operations group you will be part of a team of motivated professionals with the objective to e…