Complaints Compliance & Prevention Manager
N26 · 🌍 Berlin
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About the role
About the Role 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. What You Will Do • 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. What You Will Bring • 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 you: • Accelerate your career growth by joining one of Europe’s most innovative banks 🚀. • 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