Banking Operations Team Lead - Claims German Market

Who you are

You have a proven track record in banking operations, particularly in claims management, with a focus on regulatory compliance and risk management. Your leadership experience has equipped you to develop and motivate high-performing teams, ensuring they meet operational goals while maintaining a strong customer focus. You are adept at managing complex cases and have a keen understanding of the legal and compliance landscape in the banking sector. Your analytical skills allow you to define and track KPIs effectively, ensuring operational readiness and quality. You thrive in collaborative environments, partnering with cross-functional teams to implement process improvements that enhance customer experience and reduce operational risk.

Desirable

Experience in the German banking market is a plus, as is familiarity with outsourcing and managing relationships with external service providers. You are comfortable leading incident analysis and root-cause investigations, proposing actionable solutions to improve processes. A background in customer service or experience in a fast-paced operational environment would be beneficial.

What you'll do

In this role, you will be the operational anchor for Claims handling in one of N26’s key markets, Germany. You will lead and develop a high-performing Claims team, setting priorities and removing blockers to ensure efficient operations. Your responsibilities will include owning the end-to-end Claims processes, ensuring compliance with regulatory standards, and maintaining audit readiness. You will oversee the handling of complex cases, ensuring correct escalation and remediation in line with applicable laws and internal policies. Additionally, you will manage relationships with outsourcing partners, designing and delivering training to enhance their capabilities in complex case handling. You will partner with stakeholders across Product, Legal, and Customer Service to drive continuous improvements in operational processes, ultimately enhancing customer outcomes and lowering operational risk.

What we offer

N26 offers a dynamic work environment where you can make a significant impact on the banking operations landscape. You will have the opportunity to work with a diverse team and contribute to the development of innovative solutions that improve customer experiences. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in shaping the future of banking operations at N26.