About the Role
We are looking for a Senior Manager – Complaints Operations & Service Delivery to lead the day-to-day complaints operation of N26 across all our markets, with focus on Germany.
Reporting directly to the Head of Customer Service & Complaints Management and Prevention, you will own how the operation performs: regulatory deadlines met in every market, capacity planned rather than improvised, productivity defined and tracked, quality assured and continuity guaranteed.
The complaints market managers report to you; you steer the quality‑assurance and workforce‑management specialists who support complaints; you work hand in hand with our Compliance & Prevention function, which designs the controls you operate; and you act as designated deputy to the Head of department for complaints operations. This is a hands‑on senior operations role in a supervised, high‑scrutiny environment — the right job for someone who has turned an operation around on SLAs before and can prove it with numbers.
What You Will Do
Service Delivery & SLA Ownership: Own regulatory timeliness and backlog across DE/AT, FR, ES, IT and Greater Europe; set queue strategy and prioritisation rules; run the daily and weekly operating rhythm; intervene before thresholds are breached, not after.
Capacity & Workforce Planning: Own the complaints forecast, staffing model and scheduling,



including BPO volume steering; translate volume trends and regulatory changes (e.g. new deadline regimes) into capacity decisions; keep the capacity model current and evidenced.
Productivity & Operational Excellence: Define productivity standards per market and team, track them monthly, and drive the adoption of optimisation measures — routing, templates, tooling, automation — together with Operational Readiness and our Product & Tech partners.
Quality Assurance: Run the QA system for complaints output — sampling, calibration across markets, feedback loops, rework reduction — so that quality is measured, not assumed.
Business Continuity: Own the contingency plan for the complaints operation: triggers, surge playbooks, cross‑market and BPO backup, regular tests.
Team Leadership: Lead, develop and hold accountable the complaints market managers; build operational‑management capability in the team; manage performance with facts.
Evidence & Governance: Produce the operating evidence (reports, sign‑offs, exceptions and their handling) that Compliance & Prevention, Internal Audit and external reviewers test; represent complaints operations in management and audit forums and deputise for the Head of department on complaints operations.
What You Will Bring
Minimal requirements:
7+ years in customer or complaints operations in regulated financial services (

📌 Senior Manager Complaints Operations (Madrid)
🏢 N26
📍 Madrid