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Banking Operations Team Lead - Claims German Market

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N26

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Location:
Spain , Madrid

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Category:
Banking

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

As part of the Banking Operations group be the operational anchor for Claims handling one of N26’s strategically critical markets: Germany. You will be responsible for delivery across all operational end-to-end Claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands-on leadership role: you will both manage people and own the operational agenda for complex and edge-case work streams in close partnership with stakeholders such as Product, Legal and our Customer Service and Experience teams.

Job Responsibility:

  • Lead, organise and develop a high-performing Claims team focused on the German market, setting priorities, allocating capacity and removing blockers
  • Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness and up-to-date internal documentation
  • Define and track team KPIs / OKRs with Banking Operations leadership to measure operational readiness, quality and performance
  • Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation and compliance with applicable law and internal policy
  • Manage relationships with outsourcing partners and external service providers
  • including design and deliver training, coach partners on complex case handling
  • Partner cross-functionally to design and implement process changes that improve customer experience and reduce risk
  • Lead incident analysis and root-cause investigations
  • propose and drive actionable, measurable workarounds and long-term fixes
  • Maintain and continuously improve internal documentation and playbooks to minimise audit findings and operational friction
  • Coach and develop team members by providing clear feedback, career direction and ensure the team operates within agreed decision boundaries
  • Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks and raise overall service quality

Requirements:

  • Proven experience in operations, service delivery or similar functions, with direct experience managing teams that handle complex operational cases
  • Demonstrated people leadership where you’ve led specialists across different disciplines, given context and alignment, and empowered team members to work directly with stakeholders
  • Strong track record in process governance, regulatory controls and audit readiness. Experience with outsourcing/vendor management is highly desirable
  • Structured, project-oriented way of working with the ability to manage multiple initiatives and deadlines concurrently. Project management experience is a plus
  • Professional banking qualification or degree in Finance, Economics, Business Management, or a related field, or equivalent practical experience
  • Excellent analytical mindset with the ability to use data for prioritisation and decision making
  • Deep attention to detail while keeping a clear view of the broader operational and business context
  • Fluent written and spoken German and English (German is essential for this role). Any other European language is a bonus
  • Confident stakeholder communicator with strong interpersonal skills and the ability to influence across functions

Nice to have:

  • Any other European language is a bonus
  • Project management experience is a plus
What we offer:
  • Accelerate your career growth by joining one of Europe’s most talked about disruptors
  • Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation
  • As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members
  • Vacation days vary depending on your location of work. Additional day of annual leave for each year of service
  • A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses
  • A relocation package with visa support for those who need it

Additional Information:

Job Posted:
January 16, 2026

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