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
📌 Complaints Compliance (Madrid)
🏢 N26
📍 Madrid