Complaints Market Manager (Germany)

About the role

This role involves co-managing a team responsible for customer complaints in the German market, ensuring that all resolutions comply with relevant regulations. The manager will serve as the main point of contact for German authorities and external dispute resolution bodies, requiring a deep understanding of German consumer and banking laws. A key aspect of the position is preparing thorough, audit-ready documentation for all complaint processes.

Beyond direct complaint resolution, the Complaints Market Manager will lead initiatives aimed at identifying and addressing the underlying causes of complaints, continuously working to improve operational processes. This includes monitoring key performance indicators and service level agreements to pinpoint potential risks and inefficiencies. The role also involves mentoring complaints analysts who handle German-language cases, fostering their professional development.

Success in this position means maintaining high standards of compliance and customer satisfaction within the German market, while also contributing to the overall improvement of N26's complaint management framework. The manager will ensure seamless interaction between customers, regulators, and internal stakeholders, contributing to the development of compliant and user-friendly digital banking services.

The salary for this full-time role ranges from $30,250 to $46,750 USD annually.

Skills that matter here

• complaints handling: This role involves leading a team to manage customer complaints and ensuring compliant resolutions.
• legal understanding: The manager acts as a primary contact for authorities and provides expertise on German consumer and banking regulations.
• customer service: The position focuses on resolving customer complaints and improving processes to enhance user experience.
• regulatory compliance: A core responsibility is to ensure all complaint resolutions meet regulatory requirements and prepare audit-ready documentation.
• CRM tools: The role requires the ability to use CRM tools like Salesforce to improve operational processes.
• process management: The manager will lead initiatives to tackle root causes of complaints and improve operational processes.

Who this role suits

• Someone with a strong analytical mindset who can identify root causes of issues and propose solutions.
• A professional with several years of experience in financial services, specifically in complaints or legal operations.
• An individual who is fluent in both German and English, with excellent German writing skills.
• A person who thrives in a role that involves both team co-management and direct engagement with regulatory bodies.

From the employer

• Co-manage the team of associates and analysts handling customer complaints for the German market.
• Support other market teams in ensuring compliant resolutions.
• Act as a primary contact for German-speaking authorities and external dispute resolution bodies.
• Prepare audit-ready documentation for complaints processes.
• Lead initiatives to tackle root causes of complaints and improve processes.
• Provide expertise on German consumer and banking regulations.
• Mentor complaints analysts in German-language handling.
• Monitor KPIs and SLAs, identifying risks and inefficiencies.

• Fluency in German and English; Spanish, Italian or French is a plus.
• University degree in law or strong career track in related fields.
• Several years of experience in complaints handling or legal operations in banking or financial services.
• Experience with financial regulators is a strong plus.
• Strong analytical mindset and excellent writing skills in German.
• Ability to improve operational processes and use CRM tools like Salesforce.

• Full-time employment with relocation to Spain.
• Salary range: $30,250 – $46,750 USD.
• Opportunity to work in a motivated, international team.