Banking Operations - Claims Associate German market

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.

In this role, you will

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

What you need to be successful

Proven experience in operations, service delivery or similar functions