Operations Manager - Complaints Management (Germany) - Relocation to Madrid

About the role

As an Operations Manager - Complaints Management (German Market), you will be based in the Madrid hub and play a key role in coordinating the complaints handling process focused on supporting the management of the relevant markets within the scope of the role, as well as driving the collaboration within the authorities relations and audits compliance spaces.

What you'll do

• Co-manage the team of highly motivated associates and analysts who deliver end-to-end handling of customer or authority-escalated complaints for the German and other relevant markets
• Support the other markets teams' management, ensuring fair, timely and compliant resolutions
• Collaborate with the market manager, acting as a primary point of contact for German-speaking authorities and external dispute resolution bodies, preparing and submitting high-quality responses and evidence
• Support the market management in coordination and preparation audit-ready documentation for complaints processes in your scope, partnering closely with internal audit, Compliance, Legal and Risk teams
• Lead and drive cross-functional initiatives to tackle root causes of complaints, improve processes, and reduce operational and regulatory risk across markets
• Monitor KPIs and SLAs for your markets, proactively identifying risks, inefficiencies and trends, and translating them into actionable improvements
• Mentor complaints analysts in Madrid, fostering a culture of quality, ownership and continuous improvement in German-language complaints handling

What you'll need

• Fluency in German and English – these are mandatory requirements
• University degree in law with a solid understanding of German or other European civil, consumer or banking law, or related, or a strong career track in the same field
• Several years of relevant experience in complaints handling, legal/regulatory casework, or customer-facing legal operations in the banking, payments or financial services industry
• Strong analytical mindset combined with excellent investigation and writing skills in German; ability to independently carry out accurate legal research and translate complex issues into clear customer-friendly explanations
• Demonstrated ability to run and improve operational processes at scale; hands-on experience with CRM tools (ideally Salesforce) and process management tools such as Jira and Confluence
• High sense of ownership, resilience and pragmatism; ability to prioritize under strict deadlines and keep a cool head when dealing with sensitive cases
• Collaborative mindset – comfortable working in an international team while taking autonomous decisions within your remit

Nice to have

• Spanish, Italian or French language skills
• Experience in working with financial regulators, ombudsman schemes or other public authorities

What they offer

• Personal development budget, German language classes, fitness memberships
• 26 vacation days per year, with an additional day for each year of service – up to 30 days
• N26 premium bank card, employee loans, choice of Mac or Windows laptop
• Relocation package with visa support and opportunity to build your career in Madrid