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.