# Senior Manager Complaints Operations & Service Delivery at N26

N26 is hiring a Senior Manager Complaints Operations & Service Delivery in Madrid, Spain. Level rates it Little AI ●○○○; you can [apply on N26](https://jobsbylevel.com/go/0db61ea8-945d-481a-ac6a-9b6b09495583?utm_medium=ai-agent).

AI Level 1, AI centrality 0 out of 100. Madrid.

## Details

- Company: [N26](https://jobsbylevel.com/companies/n26)
- AI level: AI Level 1 (score 0 out of 100)
- Location: Madrid
- Posted: November 4, 2026
- Apply: https://jobsbylevel.com/go/0db61ea8-945d-481a-ac6a-9b6b09495583?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-manager-complaints-operations-service-delivery-at-n26-9bb609

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## 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). Full professional proficiency in English. Background & Experience: Service delivery, workforce management or operational-excellence leadership; experience steering BPO partners on forecast, quality and cost; exposure to audits or regulatory remediation as an operational owner. Functional & Technical Knowledge : Forecasting and capacity planning, scheduling, queue and skills-based routing, QA calibration and productivity metrics; practical knowledge of complaint-handling timelines (PSD2 15 / 35 business days, national regimes) and delay-notification duties; case-management and BI tooling (Salesforce, Metabase or equivalent). Leadership: Direct, fact-based and calm under scrutiny; able to develop managers who are strong on content into strong operators; comfortable presenting to senior management and auditors. Languages: Fluent English required; German or Spanish is a strong plus. What's in it for you: Accelerate your career growth by joining one of Europe's most

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