Complaints Market Manager (Germany)

About the role

This role involves co-managing a team responsible for handling customer complaints specifically for the German market. The manager will ensure resolutions comply with regulations and support other market teams in maintaining compliance standards. A key aspect is acting as the main point of contact for German-speaking authorities and external dispute resolution bodies, requiring the preparation of audit-ready documentation for all complaint processes.

The position is part of the Complaint Management & Prevention Department, which connects customers, market regulators, and internal stakeholders to create compliant and seamless services. Success in this role means leading initiatives to address the underlying causes of complaints, continuously improving operational processes, and providing expert guidance on German consumer and banking regulations. The manager will also mentor analysts who handle German-language complaints.

A significant part of the work involves monitoring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) to identify potential risks and inefficiencies within the complaints handling system. The ideal candidate will have a strong analytical mindset and excellent writing skills in German, coupled with practical experience in improving operational workflows and utilizing CRM tools such as Salesforce.

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 co-managing a team focused on resolving customer complaints for the German market and leading initiatives to improve complaint processes.
• legal understanding: The position requires providing expertise on German consumer and banking regulations and preparing audit-ready documentation for complaint processes.
• customer service: The role ensures compliant resolutions for customer complaints and connects customers with market regulators and internal stakeholders.
• regulatory compliance: A primary responsibility is ensuring complaint resolutions adhere to regulations and acting as a contact for German-speaking authorities.
• CRM tools: The role requires the ability to use CRM tools like Salesforce to manage and improve operational processes.
• process management: This position involves leading initiatives to tackle root causes of complaints and improve operational processes.

Who this role suits

• Someone with a university degree in law or a strong career background in legal operations within banking or financial services.
• A professional who is fluent in German and English, with excellent writing skills in German, and comfortable being the primary contact for German authorities.
• An individual with several years of experience in complaints handling, capable of mentoring analysts and improving operational processes.
• A candidate with a strong analytical mindset who can monitor performance indicators and identify inefficiencies.

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.