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. Reporting directly to the head of the 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. In this role, you will establish a robust, BaFin-compliant preventive Root Cause Analysis (RCA) framework and oversee CMP's Written Orders (SfO) to ensure full operational integrity, data quality, and compliance across all active N26 markets.The role combines a compliance mindset with deep understanding of operations specificity.

• Regulatory Remediation & Governance: 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.

• Preventive Framework & RCA: Build, govern, and scale the preventive RCA framework (MaBeschwer Tz. 18), establishing risk-based selection triggers beyond volume (e.g., PSD2, WpHG, financial loss, reputational risk) to eliminate systematic product and process defects.

• Written Order (SfO) Ownership: Maintain, update, and own CMP’s Written Orders, procedures, and work instructions for structural compliance, process consistency, and cross-market operational alignment.

• Control Function & Stakeholder Interface: Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.

• Team Leadership & Performance: Direct and mentor Associate/Specialist team members in the matrix structure and cross-functional alignment with Product, Tech (PTX), Legal, and CS.

• Minimal requirements:

• 5+ years of proven experience in compliance controls, assurance, banking operations or complaints management in German financial space,

• full working proficiency in German language.

• Background & Experience: 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.

• Regulatory Expertise: 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.

• Project & Risk Leadership: Proven track record of executing complex regulatory remediations, implementing internal control systems (ICS), and managing cross-functional projects.

• Senior Management Exposure: Experience in communicating with senior stakeholders, addressing their requests, and comfortable interacting across all levels of the organisation.

• Data & Technical Literacy: Understanding of the cases processing technology, customer interfaces, and ticketing platform, as well as operation indicators.

• Languages: Professional fluency in English and German.

What’s in it for