Senior Manager Complaints Operations & Service Delivery (Fintech)

Location: Madrid

Company

Digital banking platform serving 7 million customers across 24 markets, with more than 1,500 employees and offices in Berlin, Vienna, and Barcelona.

What you will do

• Own complaints service delivery, regulatory timeliness, backlog management, queue strategy, prioritisation, and daily and weekly operating rhythms across Germany, Austria, France, Spain, Italy, and Greater Europe.
• Lead forecasting, staffing models, scheduling, and BPO volume steering while translating volume trends and regulatory changes into capacity decisions.
• Define productivity standards and drive optimisation through routing, templates, tooling, and automation with Operational Readiness and Product & Tech partners.
• Run complaints quality assurance through sampling, cross-market calibration, feedback loops, and rework reduction.
• Own business-continuity plans, surge playbooks, cross-market and BPO backup, and regular contingency testing.
• Lead complaints market managers, produce governance evidence, represent operations in management and audit forums, and deputise for the Head of department.

Requirements

• 7+ years in customer or complaints operations within regulated financial services, including banks, payment or e-money institutions, or insurers, with 3+ years leading managers of managers or a multi-site/multi-market operation.
• Proven ability to improve SLA attainment and productivity in an operation of comparable size, covering 50+ FTE in-house and/or BPO.
• Full professional proficiency in English.
• Experience in service delivery, workforce management, or operational-excellence leadership.
• Experience steering BPO partners on forecasting, quality, and cost, plus exposure to audits or regulatory remediation as an operational owner.
• Knowledge of forecasting, capacity planning, scheduling, queue and skills-based routing, QA calibration, and productivity metrics.
• Practical knowledge of complaint-handling timelines, including PSD2 15/35 business days, national regimes, and delay-notification duties.
• Experience with case-management and BI tools such as Salesforce, Metabase, or equivalent.
• Direct, fact-based leadership; ability to develop managers and present to senior management and auditors.

Nice to have

• German or Spanish language skills.

Culture & Benefits

• Personal development budget, work-from-home budget, fitness and wellness discounts, language apps, and public transportation benefits.
• Premium banking subscription for employees, with additional subscriptions available for friends and family.
• Vacation entitlement varies by work location, with one additional annual-leave day for each year of service.
• High autonomy, access to cutting-edge technologies, and collaboration with peers from diverse backgrounds.
• Relocation package with visa support is available for those who need it.