Operational Readiness Associate - Complaints Management and Prevention
External
N26 · Berlin, GermanyPrepare for this interview
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About the role
We invite you to contribute into shaping the future of digital banking in the Complaint Management & Prevention Department - a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love. 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. In this role, you will: Oversee operational readiness, governance, and process improvements across the Complaints Management function Play crucial role the 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 - all what that shapes operational success 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 to effectively manage current and future risks Partner with cross-functional stakeholders (Product, Compliance, Legal, Customer Service, Outsourcing Partners, etc.) to ensure smooth execution and alignment of complaints-related initiatives, including readiness for new product launches and regulatory changes Continuously identify opportunities to streamline complaints workflows, standardise handling procedures, and drive automation initiatives across intake, triage, investigation, and response What you need to be successful: 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) is a strong plus Strong organisational and project management skills, with the ability to manage multiple priorities, deadlines, and regulatory timelines Proven track of project management within established methodologies The ability to focus on details and technicalities - including individual cases quality - while simultaneously retaining a comprehensive vision of the big picture and systemic trends A strong analytical mindset (SQL experience is a plus) 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.
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