Complaints Compliance & Prevention Manager

About the Role

N26 is seeking an analytical, regulatory-minded Complaints Compliance & Prevention Manager to lead compliance governance, audit remediation, and the preventive control framework within our Complaints Management & Prevention department. Reporting directly to the head of the department, you will own the end-to-end planning and execution of our regulatory remediation roadmap, separating administrative control and preventive functions from operational case handling. In this role, you will establish a robust, BaFin-compliant preventive Root Cause Analysis (RCA) framework and oversee CMP's Written Orders (SfO) to ensure full operational integrity, data quality, and compliance across all active N26 markets.The role combines a compliance mindset with deep understanding of operations specificity.

What You Will Do

Regulatory Remediation & Governance: Lead the end-to-end delivery of the regulatory remediation roadmap, managing Test of Design (ToD) and Test of Effectiveness (ToE) milestones in alignment with BaFin MaBeschwer, MaComp, MaRisk, and general KWG expectations.

Preventive Framework & RCA: Build, govern, and scale the preventive RCA framework (MaBeschwer Tz. 18), establishing risk-based selection triggers beyond volume (e.g., PSD2, WpHG, financial loss, reputational risk) to eliminate systematic product and process defects.

Written Order (SfO) Ownership: Maintain, update, and own CMP’s Written Orders, procedures, and work instructions for structural compliance, process consistency, and cross-market operational alignment.

Control Function & Stakeholder Interface: Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.

Team Leadership & Performance: Direct and mentor Associate/Specialist team members in the matrix structure and cross-functional alignment with Product, Tech (PTX), Legal, and CS.

What You Will Bring

Minimal requirements

5+ years of proven exper