Operational Readiness Associate - Complaints Management and Prevention

About the role

As an Operational Readiness Associate (Complaints Management and Prevention), you will help to coordinate initiatives that elevate the quality, compliance, transparency and efficiency of complaints management and prevention process.

What you'll do

• Oversee operational readiness, governance, and process improvements across the Complaints Management function
• Play crucial role in the performance reporting and analytics within the domain
• Drive and support governance activities by monitoring adherence to complaints handling processes, regulatory requirements (e.g. EBA Guidelines on Complaints Handling, local consumer protection rules), and risk controls
• Work closely with Complaints Department leadership to define and track key metrics and OKRs — such as resolution times, root-cause closure rates, and customer satisfaction
• Carry the voice of the customer in collaboration with others, turning complaints insights into concrete actions that improve the quality of services delivered to our customers
• Support the complaints operational teams with root-cause analysis of recurring issues and incidents, and implement workarounds and structural fixes
• Partner with cross-functional stakeholders (Product, Compliance, Legal, Customer Service, Outsourcing Partners, etc.) to ensure smooth execution and alignment of complaints-related initiatives
• Continuously identify opportunities to streamline complaints workflows, standardise handling procedures, and drive automation initiatives

What you'll need

• Experience in banking operations, complaints management, customer service, or a related function with exposure to project management, risk, and operational readiness
• Familiarity with consumer protection regulation and complaints-handling frameworks (e.g. EBA Guidelines, BaFin requirements, GDPR)
• Strong organisational and project management skills, with the ability to manage multiple priorities, deadlines, and regulatory timelines
• Proven track record of project management within established methodologies
• The ability to focus on details and technicalities while simultaneously retaining a comprehensive vision of the big picture and systemic trends
• A strong analytical mindset and the ability to independently leverage complaints data for prioritisation, root-cause identification, and decision making
• Excellent written and verbal communication skills in English; any other European language is a plus

What they offer

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