Complaints Compliance & Prevention Manager

About the Role

N26 is seeking an analytical, regulatory-minded Complaints Compliance & Prevention Manager to lead compliance governance, audit remediation, and the preventive control framework within our Complaints Management & Prevention department. Reporting directly to the head of the department, you will own the end-to-end planning and execution of our regulatory remediation roadmap, separating administrative control and preventive functions from operational case handling.

Key Responsibilities

• Lead the end-to-end delivery of the regulatory remediation roadmap, managing Test of Design (ToD) and Test of Effectiveness (ToE) milestones.
• Build, govern, and scale the preventive RCA framework, establishing risk-based selection triggers beyond volume.
• Maintain, update, and own CMP’s Written Orders, procedures, and work instructions for structural compliance.
• Serve as the primary operational contact for 2LoD (Compliance, Risk Management), 3LoD (Internal Audit), and external regulatory stakeholders.
• Direct and mentor Associate/Specialist team members in the matrix structure and cross-functional alignment.

Requirements

• 5+ years of proven experience in compliance controls, assurance, banking operations or complaints management in German financial space.
• Full working proficiency in German language.
• Professional experience in banking operations, regulatory compliance, or audit remediation, with at least 2+ years leading people or major workstreams within complaint management or dispute resolution.
• Deep knowledge of European and German banking regulations, including MaBeschwer, MaComp BT 12, MaRisk AT 4.3.4 / AT 7.1, and PSD2 Article 101.
• Proven track record of executing complex regulatory remediations, implementing internal control systems (ICS), and managing cross-functional projects.