Complaints Compliance & Prevention Manager

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. 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.

What you'll do

• 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.
• Build, govern, and scale the preventive RCA framework (MaBeschwer Tz. 18), establishing risk-based selection triggers beyond volume to eliminate systematic product and process defects.
• Maintain, update, and own CMP's Written Orders, procedures, and work instructions for structural compliance, process consistency, and cross-market operational alignment.
• Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.
• Direct and mentor Associate/Specialist team members in the matrix structure and cross-functional alignment with Product, Tech (PTX), Legal, and CS.

What you'll need

• 5+ years of proven experience in compliance controls, assurance, banking operations or complaints management in German financial space.
• Full working proficiency in German language.
• Professional experience in banking operations, regulatory compliance, or audit remediation, with at least 2+ years leading people or major workstreams within complaint management or dispute resolution in a regulated financial institution.
• Deep knowledge of European and German banking regulations, including MaBeschwer, MaComp BT 12, MaRisk AT 4.3.4 / AT 7.1, and PSD2 Article 101.
• Proven track record of executing complex regulatory remediations and implementing internal control systems (ICS).
• Professional fluency in English and German.

Nice to have

• Understanding of cases processing technology, customer interfaces, and ticketing platform, as well as operation indicators.

What they offer

• Competitive personal development budget, work from home budget, fitness & wellness memberships, language apps and public transportation discounts.
• Premium N26 bank account subscription for you and friends/family members.
• Vacation days vary by location with additional annual leave for each year of service.
• High degree of autonomy and access to cutting edge technologies.
• Relocation package with visa support.