Overview

As part of the Banking Operations group, you will anchor the claims handling function in Spain, ensuring compliant, end-to-end processing and driving improvements that reduce risk and improve customer outcomes. You will work closely with Product, Legal, and Customer Service to manage complex cases and scale operations. The role combines hands-on case work, governance, and cross-functional collaboration to optimise processes and documentation. This is a high-impact position in a fast-growing digital bank focused on a seamless customer experience.

Compensaciones / Incentivos

- discounts to fitness & wellness memberships
- language courses
- public transportation
- Premium N26 bank account
- subscriptions for friends and family
- varying vacation days

Responsabilidades

- Own end-to-end claims processes and governance, including compliance, controls, audit readiness, and internal documentation
- Define and track KPIs/OKRs with leadership to measure readiness, quality, and performance
- Oversee handling of complex cases (insolvency, legal requests, edge cases) with proper escalation and remediation
- Manage outsourcing vendors and external service providers; design training and coach on complex case handling
- Partner cross-functionally to design and implement process changes that improve customer experience and reduce risk




- Lead incident analyses and root-cause investigations; implement actionable fixes and long-term solutions
- Maintain and improve internal documentation to minimise audit findings and friction
- Coach and develop team members with feedback and clear career direction
- Drive standardisation and scale by streamlining workflows and increasing automation to raise service quality

Requisitos principales

- Proven experience in operations or service delivery with handling of complex operational cases
- Strong track record in process governance, regulatory controls, and audit readiness
- Experience with outsourcing/vendor management is desirable
- Structured, project-oriented with ability to manage multiple initiatives
- Professional banking qualification or degree in Finance, Economics, Business Management, or related field
- Excellent analytical mindset with data-driven decision making
- Deep attention to detail with broader business context
- Fluent in Spanish and English; other European languages bonus
- Confident stakeholder communicator with cross-functional collaboration skills

- strong interpersonal skills
- cross-functional collaboration
- problem-solving mindset
- data-driven decision making
- process governance
- risk controls

📌 Banking Operations Associate – Claims - barcelona
🏢 N26
📍 Barcelona