Senior Manager Complaints Operations & Service Delivery

N26·Madrid·Posted 4 November 2026

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About the role

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…

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