About the Opportunity
As part of the Banking Operations group, you will be the operational anchor for claims handling in one of N26’s strategically critical markets: Spain. You will be responsible for delivery across all operational end-to-end claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands-on functional role: you will own the operational agenda for complex and edge-case workstreams in close partnership with stakeholders such as Product, Legal, and our Customer Service and Experience teams.
In This Role, You Will:
- Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness, and up-to-date internal documentation.
- Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality, and performance.
- Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation,



and compliance with applicable law and internal policy.
- Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling.
- Partner cross-functionally to identify, design, and implement process changes that improve customer experience and reduce risk.
- Lead incident analysis and root-cause investigations; propose and drive actionable, measurable workarounds and long-term fixes.
- Maintain and continuously improve internal documentation to minimise audit findings and operational friction.
- Coach and develop team members by providing clear feedback, career direction, and ensure the team operates within agreed decision boundaries.
- Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks, and raise overall service quality.

What You Need to Be Successful:
- Proven experience in operations, se

📌 Banking Operations Associate (España)
🏢 N26
📍 España