ph3About the opportunity /h3 pWe invite you to contribute into shaping the future of digital banking in the Complaint Management Prevention Department – a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love. /p pbOperational Readiness Associate (Complaints Management and Prevention) /b, you will help to coordinate initiatives that elevate the quality, compliance, transparency and efficiency of complaints management and prevention process. /p h3In this role, you will: /h3 ul liOversee operational readiness, governance, and process improvements across the Complaints Management function /li liPlay a crucial role in performance reporting and analytics within the domain /li liDrive and support governance activities by monitoring adherence to complaints handling processes, regulatory requirements (e.g. EBA Guidelines on Complaints Handling, local consumer protection rules), and risk controls /li liWork closely with Complaints Department leadership to define and track key metrics and OKRs — such as resolution times, root-cause closure rates, and customer satisfaction — to shape operational success /li liCarry the voice of the customer in collaboration with others, turning complaints insights into concrete actions that improve the quality of services delivered to our customers /li liSupport the complaints operational teams with root‑cause analysis of recurring issues and incidents, and implement workarounds and structural fixes to manage current and future risks /li liPartner with cross‑functional stakeholders (Product, Compliance, Legal, Customer Service, Outsourcing Partners, etc.) to ensure smooth execution and alignment of complaints‑related initiatives, including readiness for new product launches and regulatory changes /li liContinuously identify opportunities to streamline complaints workflows, standardise handling procedures,



and drive automation initiatives across intake, triage, investigation, and response /li /ul h3What you need to be successful: /h3 ul liExperience in banking operations, complaints management, customer service, or a related function with exposure to project management, risk, and operational readiness /li liFamiliarity with consumer protection regulation and complaints‑handling frameworks (e.g. EBA Guidelines, BaFin requirements, GDPR) is a strong plus /li liStrong organisational and project management skills, with the ability to manage multiple priorities, deadlines, and regulatory timelines /li liProven track of project management within established methodologies /li liThe ability to focus on details and technicalities — including individual case quality — while simultaneously retaining a comprehensive vision of the big picture and systemic trends /li liA strong analytical mindset (SQL experience is a plus) and the ability to independently leverage complaints data for prioritisation, root‑cause identification, and decision making /li liExcellent written and verbal communication skills in English; any other European language is a plus. /li /ul h3What's in it for you: /h3 ul liAccelerate your career growth by joining one of Europe's most talked about disruptors. /li liEmployee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness wellness memberships, language apps and public transportation. /li liAs an N26 employee you will have access to a Premium subscription on your personal N26 bank account, as well as subscriptions for friends and family members. /li liAdditional day of annual leave for each year of service. /li liA high degree of autonomy and access to cutting edge technologies — all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses. /li liA relocation package with visa support for those who need it. /li /ul /p #J-18808-Ljbffr

📌 Operational Readiness Associate - Complaints Management and Prevention (Madrid)
🏢 EngineersOfAI
📍 Madrid