About this role
About the Opportunity
As part of the Banking Operations group, you will be the operational anchor for claims handling in one of N26’s strategically critical markets: Spain. 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 functional role: you will own the operational agenda for complex and edge-case workstreams in close partnership with stakeholders such as Product, Legal, and our Customer Service and Experience teams.
In This Role, You Will:
• Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness, and up-to-date internal documentation.
• Partake in defining and tracking team KPIs / OKRs with team 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 identify, 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 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.
What You Need to Be Successful:
• Proven experience in operations, service delivery, or similar functions, with direct experience in handling complex operational cases.
• 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 Spanish and English. Any other European language is a bonus.
• Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions .
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