Banking Operations - Claims Associate German market

About the role

<h2>About the opportunity</h2> <p>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.</p> <h2>In this role, you will:</h2> <ul> <li>Own end-to-end Claims processes and governance: compliance, risk controls, audit readiness and up-to-date internal documentation</li> <li>Partake in defining and tracking team KPIs / OKRs with team leadership to measure operational readiness, quality and performance</li> <li>Oversee handling of complex cases (insolvency, legal requests, edge cases), ensuring correct escalation, remediation and compliance with applicable law and internal policy</li> <li>Manage relationships with outsourcing partners and external service providers; including design and deliver training, coach partners on complex case handling</li> <li>Partner cross-functionally to identify, design and implement process changes that improve customer experience and reduce risk</li> <li>Lead incident analysis and root-cause investigations; propose and drive actionable, measurable workarounds and long-term fixes</li> <li>Maintain and continuously improve internal documentation to minimise audit findings and operational friction</li> <li>Coach and develop team members by providing clear feedback, career direction and ensure the team operates within agreed decision boundaries</li> <li>Drive standardisation and scale: identify opportunities to streamline workflows, automate repetitive tasks and raise overall service quality</li> </ul> <h2>What you need to be successful:</h2> <ul> <li>Proven experience in operations, service delivery or similar functions, with direct experience in handling complex operational cases</li> <li>Strong track record in process governance, regulatory controls and audit readiness. Experience with outsourcing/vendor management is highly desirable</li> <li>Structured, project-oriented way of working with the ability to manage multiple initiatives and deadlines concurrently. Project management experience is a plus</li> <li>Professional banking qualification or degree in Finance, Economics, Business Management, or a related field, or equivalent practical experience</li> <li>Excellent analytical mindset with the ability to use data for prioritisation and decision making</li> <li>Deep attention to detail while keeping a clear view of the broader operational and business context</li> <li>Fluent written and spoken German and English (German is essential for this role). Any other European language is a bonus</li> <li>Confident stakeholder communicator with strong interpersonal skills and the ability to cooperate across functions</li> </ul> <h2>What we offer</h2> <ul> <li>A fair, transparent, and confidential recruitment process</li> <li>Be part of a high-impact team shaping the future of digital banking</li> <li>Gain exposure to global operations and regulatory frameworks</li> <li>Collaborate with diverse teams in a dynamic, fast-growing company</li> <li>Enjoy a culture that values innovation, ownership, and continuous improvement</li> <li>The opportunity to positively impact your career journey as you continue to grow with u