Descrição da Vaga
About the opportunity
As part of the Banking Operations group be the operational anchor for claims handling one of N26’s strategically critical markets: Germany. You will be responsible for delivery across all operational end-to-end claims processes, ensuring regulatory and compliance standards are met, and driving continuous improvements that materially improve customer outcomes and lower operational risk. This is a hands-on functional role: you will own the operational agenda for complex and edge-case workstreams in close partnership with stakeholders such as Product, Legal and our Customer Service and Experience teams.
In this role, you will:
Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness and up-to-date internal documentation
Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality and performance
Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation and compliance with applicable law and internal policy
Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling
Partner cross-functionally to identify, design and implement process changes that improve customer experience and reduce risk
Lead incident analysis and root-cause investigations; propose and drive actionable, measurable workarounds and long-term fixes
Maintain and continuously improve internal documentation to minimise audit findings and operational friction
Coach and develop team members by providing clear feedback, career direction and ensure the team operates within agreed decision boundaries
Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks and raise overall service quality
What you need to be successful:
Proven experience in operations, service delivery or similar functions, with direct experience in handling complex operational cases
Strong track record in process governance, regulatory controls and audit readiness. Experience with outsourcing/vendor management is highly desirable
Structured, project-oriented way of working with the ability to manage multiple initiatives and deadlines concurrently. Project management experience is a plus
Professional banking qualification or degree in Finance, Economics, Business Management, or a related field, or equivalent practical experience
Excellent analytical mindset with the ability to use data for prioritisation and decision making
Deep attention to detail while keeping a clear view of the broader operational and business context
Fluent written and spoken German and English (German is essential for this role). Any other European language is a bonus
Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions
What we offer
A fair, transparent, and confidential recruitment process
Be part of a high-impact team shaping the future of digital banking
Gain exposure to global operations and regulatory frameworks
Collaborate with diverse teams in a dynamic, fast-growing company
Enjoy a culture that values innovation, ownership, and continuous improvement
The opportunity to positively impact your career journey as you continue to grow with us
What’s in it for you:
Accelerate your career growth by joining one of Europe’s most talked about disruptors
Employee benefits include discounts to fitness & wellness memberships, language courses, public transportation and more.
A Premium N26 bank account. As well as subscriptions for friends and family members.
Varying vacation days depending on your location of work and duration of your internship.
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 backgrounds.
Who we are:
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.
Do you see yourself thriving in this role? We’d love to see your application even if you don’t meet 100% of the criteria. You may just be the right fit for this or other roles!
Equal opportunities for all:
At N26, we believe our strength lies in our people and the varied perspectives they bring. We strive to build diverse teams that drive innovation and business success. We actively seek talent from all backgrounds and welcome applications from all genders, cultures, sexual orientations, abilities, neurodiversities, and ages.
We are committed to providing an excellent and accessible candidate experience. If you require any accommodations to make this process work for you, please let us know. We’re here to support you!
Discover more about Diversity & Inclusion at N26: https://n26.com/en-eu/diversity-and-inclusion
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