Senior Operations Manager, Fraud - Cardiff, London or Remote (UK)

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our team about what it's like working at Monzo ✨

📍UK Remote | 💰 £65,000 - £75,000 Benefits | Hear from the team ✨


🚀We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.  With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️.

⭐Our Fraud team

Our Mission in the Financial Crime & Fraud Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our Fraud Operations Leaders are crucial to the success of this mission.  As  a Senior Manager in Fraud Operations, you'll work as part of the wider Customer Operations and Financial Crime Senior Leadership Team, leading a team of Operation Managers who oversee all of our Prevent, Protect and Pursue fraud tasks. 

You’ll build strong and trusted relationships with our Fraud Risk and Product teams and work collaboratively to help build and embed effective Fraud controls and processes for our customers, whilst creating a positive culture for our managers and Investigators.

You will be the point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a fraud task, or an urgent personal issue. You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo.

As you’d expect, you’ll also have responsibility for some disciplinary and grievance matters, and work closely with your colleagues in other Operations teams and the People team to make sure that we apply these policies fairly and consistently.

🔑You’ll play a key role by...

• Effectively leading and developing a team of Operations Managers across all 3 of our Fraud pillars (Prevent, Protect, Pursue).
• Interpret operational performance data confidently and use this information to drive improvements, highlighting areas for change within Fraud Operations.
• Driving high standards of quality and best practice, whilst proactively working with Risk and Product to help minimise our fraud losses.
• Leading and executing on core projects from end to end. You’ll be the go-to person in Fraud Operations and will drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management.
• Developing and managing strategic partnerships across Monzo, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout.
• Leading by example. You’ll be people focused in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement and development across the whole operation.
• Building  strong relationships with our outsourced teams and supplier management to drive high performance.
• Instilling a high performance culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and the safety of the bank.
• Constantly thinking about the skills that our fraud operations teams need, and making sure that our people have the knowledge required to do the job to the highest standard.
• Supporting the rest of the leadership team in critically assessing our current processes, aiming for continuous improvement.
• Helping us become an exceptional place to work for the ambitious, highly-motivated investigators that we hire.
  
  

🤩We’d love to hear from you if you have …

• Excellent English written & verbal communication skills.
• A values driven approach in line with Monzo’s core values.
• Strong knowledge of Fraud and Financial Crime including AML, Sanctions, Fraud, ABC. Financial Crime certification (ACAMS / ICA/Cifas) would be preferred but not essential.
• Significant experience leading a highly effective operation, ideally in a regulated (FinCrime or Fraud), fast paced environment, with large customer bases.
• You enjoy being hands-on and understand the important work that your team does.
• A proven track record of end to end project delivery and experience in leading large teams through change.
• Strong ability to coach and develop teams and individuals to achieve and maintain targets.
• Strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity.
• Experience in identifying performance trends using data to solve problems and identify opportunities.
• Ability to provide specific actionable feedback to a wide range of audiences and levels.
• Ability to create and execute against goals and supporting OKRs.
• Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice.
  
  

🙌What’s in it for you

💰£65,000 - £75,000 ➕ share options.

⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 

📚£1,000 learning budget each year to use on books, training courses and conferences.

🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 4 key steps

Application stage
Call with a Recruiter
Leadership Interview
Technical Interview

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! 

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to debbieroscoe@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is 17th May 2024 at 1pm.

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

#LI-DR #LI-Remote

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2022 Diversity and Inclusion Report and 2023 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.