Senior Manager Complaints Operations & Service Delivery

The role

You will lead the day-to-day complaints operation across all markets with a focus on Germany. You will own regulatory timeliness, capacity planning, productivity, quality assurance, and business continuity.

What you will do

• Own regulatory timeliness and backlog across DE/AT, FR, ES, IT and Greater Europe
• Set queue strategy and prioritisation rules
• Own the complaints forecast, staffing model and scheduling, including BPO volume steering
• Define productivity standards per market and team
• Run the QA system for complaints output
• Own the contingency plan for the complaints operation
• Lead, develop and hold accountable the complaints market managers
• Produce operating evidence for Compliance, Internal Audit and external reviewers
• Represent complaints operations in management and audit forums
• Deputise for the Head of department on complaints operations

Required qualifications

• 7+ years in customer or complaints operations in regulated financial services (bank, payment or e-money institution, insurer)
• 3+ years leading managers of managers or a multi-site / multi-market operation
• Demonstrable track record of lifting SLA attainment and productivity in an operation of 50+ FTE in-house and/or BPO
• Full professional proficiency in English
• Service delivery, workforce management or operational-excellence leadership
• Experience steering BPO partners on forecast, quality and cost
• Exposure to audits or regulatory remediation as an operational owner
• Forecasting and capacity planning, scheduling, queue and skills-based routing, QA calibration and productivity metrics
• Practical knowledge of complaint-handling timelines (PSD2 15 / 35 business days, national regimes) and delay-notification duties
• Case-management and BI tooling (Salesforce, Metabase or equivalent)
• Direct, fact-based and calm under scrutiny
• Able to develop managers who are strong on content into strong operators

Nice to have

• German or Spanish is a strong plus

Benefits

• Personal development budget
• Work from home budget
• Discounts to fitness & wellness memberships
• Language apps
• Public transportation
• Premium subscription on personal N26 bank account
• Subscriptions for friends and family members
• Vacation days vary depending on location of work
• Additional day of annual leave for each year of service
• Relocation package with visa support

About the company

N26 has reimagined banking for today's digital world. Founded in 2013, N26 now has 7 million customers in 24 markets and employs more than 1,500 employees.