About the opportunity We invite you to contribute into shaping the future of digital banking in the Complaint Management & Prevention Department – a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love.
As an Operations Manager - Complaints Management (German Market), you will be based in our Madrid hub and play a key role in coordinating the complaints handling process focused on supporting the management of the relevant markets within the scope of the role, as well as driving the collaboration within the authorities relations and audits compliance spaces. You will combine a deep legal understanding of the financial sector with a strong operational execution and a relentless focus on customer outcomes. In your next challenge, you will:
- Co-manage the team of the highly motivated team of associates and analysts, who deliver end‑to‑end handling of customer or authority‑escalated complaints for the German and other relevant markets,
- Support the other markets teams’ management, ensuring fair, timely and compliant resolutions.
- Collaborate with the market manager, acting as a primary point of contact for German‑speaking authorities and external dispute resolution bodies, preparing and submitting high‑quality responses and evidence.
- Support the market management in coordination and preparation audit‑ready documentation for complaints processes in your scope, partnering closely with internal audit, Compliance, Legal and Risk teams.
- Lead and drive cross‑functional initiatives to tackle root causes of complaints, improve processes, and reduce operational and regulatory risk across markets.
- Provide subject‑matter expertise on German consumer, banking and payments regulations in the context of complaint handling, and support impact assessments for new products and features.
- Mentor complaints analysts in Madrid, fostering a culture of quality, ownership and continuous improvement in German‑language complaints handling.
- Monitor KPIs and SLAs for your markets, proactively identifying risks, inefficiencies and trends, and translating them into actionable improvements, particularly in terms of capacity-related risks and planning.
- Have a substantial degree of autonomy, taking ownership from issue identification to implementation and follow‑up.
What you’ll need to be successful:
- Fluency in German and English – these are mandatory requirements. Spanish, Italian or French skills are a plus.
- This role requires either an university degree in law with a solid understanding of German or other European civil, consumer or banking law, or related, or a strong carrier track in the same field. Practical experience in this field is a plus.
- Several years of relevant experience in complaints handling, legal / regulatory casework, or c