Head of Complaints & Quality Management

About the opportunity

We are seeking a motivated and analytical Head of Complaints Management and Prevention to manage our complaints process and Complaint Management & Prevention (CMP) team associated with it.  The organisational and operational setup of the CMP team will allow complaints to be investigated fairly  and avoid any possible conflict of interest. 

In this role, you will:

• Lead and manage the Complaint Management team for all active markets
• Ensure that all legal requirements regarding complaint handling are always matched and take care of further control measures 
• Establish a dedicated structure to identify and systematically  resolve product- and process-related issues also with the  focus to prevent complaints 
• Ensuring high quality and adherence to regulatory SLAs with regard to complaint resolution, and to ensure all reports reach relevant internal and external stakeholders
• Ensure the Complaints team is fully resourced and trained in order to provide an excellent level of service
• Communicate and work with the regulator on resolving authority complaint

What you need to be successful:

Background: 

• Bachelor’s degree or similar qualification is preferred
• +5 years experience in Complaints Management as a People manager.
• Over five years of relevant work experience in complaints management of a complaint-handling team
• Banking industry background and regulatory knowledge, experience in the context of Compliance or Complaint 
• Management experience mandatory  

Skills: 

• Leadership experience in organizing and managing multinational teams in a bigger company
• Ability to communicate with all levels and functions as well as experience in communicating to relevant authorities  
• Fluent written and verbal communication skills in English and German – being conversant with formal communication is mandatory 
• Strong structural and analytical thinking combined with process optimization expertise  
• Goal-oriented and results-driven attitude

Traits:

• Actively help yourself (and others) be successful
• Continuously learn and challenge the status quo
• Think globally, act locally
• Strong bias for action
• Give and receive open, direct and timely feedback

• Accelerate your career growth by joining one of Europe’s most talked about disruptors 🚀.
• Employee benefits that range from a competitive personal development budget, work from home budget, discounts to fitness & wellness memberships, language apps and public transportation. 
• As an N26 employee you will have access to a Premium subscription on your personal N26 bank account. As well as subscriptions for friends and family members.    
• Additional day of annual leave for each year of service.  
• A high degree of autonomy and access to cutting edge technologies - all while working with a friendly team of peers of diverse nationalities, life experiences and family statuses. 
• A relocation package with visa support for those who need it.

N26 has reimagined banking for today’s digital world. Technology and design empower everything we do and it’s how we are building the global banking platform the world loves to use.We've eliminated physical branches, paperwork, and hidden fees for an elegant digital experience and supreme savings. Giving people the power to live and bank their way is what gets us out of bed in the morning and inspires the work that we do. We are headquartered in Berlin with offices in multiple cities across Europe, including Vienna and Barcelona, and a 1,500-strong team of more than 80 nationalities.

N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.