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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
