Banking Operations Team Lead - Claims German Market (Relocation to Madrid)

About the role

Lead the Claims handling operations for N26's German market as part of the Banking Operations group. This is a hands-on leadership role managing both people and complex operational processes while ensuring regulatory compliance and driving continuous improvements.

What you'll do

• Lead and develop a high-performing Claims team for the German market, setting priorities and removing blockers
• Own end-to-end Claims processes including compliance, risk controls, audit readiness and documentation
• Define and track team KPIs/OKRs with Banking Operations leadership
• Oversee complex cases including insolvency, legal requests and edge cases with proper escalation
• Manage relationships with outsourcing partners and external service providers
• Partner cross-functionally to design process changes that improve customer experience
• Lead incident analysis and root-cause investigations with actionable solutions
• Coach and develop team members providing clear feedback and career direction
• Drive standardisation and automation to streamline workflows and improve service quality

What you'll need

• Proven experience in operations or service delivery with team management of complex operational cases
• Demonstrated people leadership across different disciplines with stakeholder empowerment
• Strong track record in process governance, regulatory controls and audit readiness
• Structured, project-oriented approach managing multiple initiatives concurrently
• Professional banking qualification or degree in Finance, Economics, Business Management or equivalent experience
• Excellent analytical mindset with data-driven decision making abilities
• Fluent written and spoken German and English (German essential)
• Strong stakeholder communication and cross-functional influence skills

Nice to have

• Experience with outsourcing/vendor management
• Project management experience
• Additional European languages

What they offer

• Competitive personal development budget and work from home budget
• Discounts on fitness, wellness memberships, language apps and public transportation
• Premium N26 bank account subscription plus subscriptions for friends and family
• Additional annual leave day for each year of service
• High degree of autonomy and access to cutting edge technologies
• Relocation package with visa support