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N26, a digital banking platform with 7 million customers across 24 markets, is seeking a Complaints Compliance & Prevention Manager to lead compliance governance, audit remediation, and preventive control frameworks within the Complaints Management & Prevention department. This role reports directly to the head of the department and requires relocation to Madrid.
You will own end-to-end planning and execution of the regulatory remediation roadmap, separating administrative control and preventive functions from operational case handling. Key responsibilities include:
**Regulatory Remediation & Governance:** Lead 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 KWG expectations.
**Preventive Framework & RCA:** Build, govern, and scale the preventive Root Cause Analysis (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 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, Legal, and Customer Service.
The role combines a compliance mindset with deep understanding of operational specificity in a regulated financial institution.
**Requirements:**
- Minimum 5+ years of proven experience in compliance controls, assurance, banking operations, or complaints management in the German financial space
- Full working proficiency in German language (professional fluency required)
- At least 2+ years leading people or major workstreams within complaint management or dispute resolution in a regulated financial institution
- 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
- Proven track record of executing complex regulatory remediations and implementing internal control systems (ICS)
- Experience managing cross-functional projects and communicating with senior stakeholders
- Understanding of cases processing technology, customer interfaces, ticketing platforms, and operational indicators
- Professional fluency in English and German
