Banking Operations Team Lead - Claims German Market

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 leadership role: you will both manage people and own the operational agenda for complex and edge-case work streams in close partnership with stakeholders such as Product, Legal and our Customer Service and Experience teams.  

In this role, you will:

• Lead, organise and develop a high-performing Claims team focused on the German market, setting priorities, allocating capacity and removing blockers.
• Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness and up-to-date internal documentation.
• Define and track team KPIs / OKRs with Banking Operations 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 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 and playbooks 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 managing teams that handle complex operational cases.
• Demonstrated people leadership where you’ve led specialists across different disciplines, given context and alignment, and empowered team members to work directly with stakeholders.
• 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 influence across functions.

  What’s in it for you: 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. Vacation days vary depending on your location of work. 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.   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. Founded in 2013, N26 now has 7 million customers in 24 markets. We employ more than 1,500 employees across 3 office locations in Berlin, Vienna and Barcelona. Besides the main offices, N26 also has local offices in Paris, Madrid, Milan, and São Paolo. Sound good? Apply now for this position.   N26 is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status or disability status.