Senior Manager Complaints Operations & Service Delivery

Job description

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 daily and weekly operating rhythm; intervene before thresholds are breached, not after. • Capacity & Workforce Planning: Own the complaints forecast, staffing model and scheduling, including BPO volume steering; translate volume trends and regulatory changes (e.g. new deadline regimes) into capacity decisions; keep the capacity model current and evidenced. • Productivity & Operational Excellence: Define productivity standards per market and team, track them monthly, and drive the adoption of optimisation measures — routing, templates, tooling, automation — together with Operational Readiness and our Product & Tech partners. • Quality Assurance: Run the QA system for complaints output — sampling, calibration across markets, feedback loops, rework reduction — so that quality is measured, not assumed. • Business Continuity: Own the contingency plan for the complaints operation: triggers, surge playbooks, cross-market and BPO backup, regular tests. • Team Leadership: Lead, develop and hold accountable the complaints market managers; build operational-management capability in the team; manage performance with facts. • Evidence & Governance: Produce the operating evidence (reports, sign-offs, exceptions and their handling) that Compliance & Prevention, Internal Audit and external reviewers test; represent complaints operations in management and audit forums and deputise for the Head of department on complaints operations. What You Will Bring • Minimal requirements: • 7+ years in customer or complaints operations in regulated financial services (bank, payment or e-money institution, insurer), including 3+ years leading managers of managers or a multi-site / multi-market operation. • A demonstrable track record of lifting SLA attainment and productivity in an operation of comparable size (50+ FTE in-house and/or BPO). • <spa