Job Description

? We're on a mission to make money work for everyone.
We're waving goodbye to the complicated and confusing ways of traditional banking.
After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as and bank accounts, we offer , , a and in the UK, with more exciting things to come beyond. Our UK customers can also , and with us.
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 ??
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?Remote in the UK ?? | ? 47,600 - 62,200 +
We're looking for a high-performing, inspirational leader to join our Operations leadership team as an Operations Manager.
You'll help our investigators protect Monzo, our customers, and wider society from financial crime, and support us to achieve our mission of making money work for everyone.
As a Operations Manager you would lead a large team of up to 72 investigators, focused on onboarding and lifecycle activities like Sign up reviews, Sanctions, High Risk account reviews, and Enhanced Due Diligence.
You would also be directly responsible for a team of up to 6 team managers who are responsible for supporting their investigators to complete risk-based, accurate, and efficient financial crime investigations.
You'll take charge of your team's performance, monitor service levels, build a management culture you can be proud of, be a point of escalation for complex challenges, and take appropriate action whenever you see a problem coming - whether it's a service challenge, a risk associated with a financial crime task, or an urgent personal issue.
This role requires a good understanding of the FinCrime landscape in the UK, and excellent leadership skills.
?You'll play a key role by...

• Monitoring the day-to-day performance and service position of the operation, and address identified challenges.
• Ensuring the team is equipped with effective training and guidance.
• Inspiring leaders to get the best from their team and support them navigating challenges.
• Developing, communicating and implementing operational change.
• Collaborating with a variety of stakeholder teams across the business, including quality assurance, complaints, financial crime risk, hiring and more.
• Building and maintaining a high-performance, agile and empathetic management culture that is consistent with Monzo's values.
• Managing the personal and professional development of your Team Managers.
• Contribute to a strong control environment by minimising breaches and risk events, and resolving operational incidents when they occur.

?We'd love to hear from you if...

• You have experience leading high-performing operational teams in financial crime or fraud.
• You have experience of analysing management information and building effective response plans
• You can independently manage incidents and build clear communication across a range of stakeholders.
• You have experience leading (or closely supporting) the implementation of change projects in operational teams.
• You have a strong understanding of current and emerging financial crime trends.
• You have a good understanding of FinCrime regulation in the UK
• You have excellent coaching skills, with a track record of supporting people to achieve their personal development ambitions.
• You have good written and verbal communication skills

It would also be great if you had:
- An ICA Advanced Certificate in Practical Customer Due Diligence, Managing Sanctions, Anti Money Laundering, or equivalent/superior industry qualifications.
Not ticking every box? That's totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we're dedicated to creating a diverse and welcoming team. If you're passionate about this role and keen to learn and grow with us, we encourage you to apply- even if you don't have everything that's listed just yet. Drop us your application, we'd love to hear from you!
Applications close 8th October at 9am.
? The application journey has 4 key steps:
CV Submission/Application Questions
Recruiter Call
Leadership/Stakeholder/Values 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 hiring@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.
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo.
If you're successful in applying for this role, we'll work with you to find a start date that's as early as possible. So that we can make sure things continue to run smoothly and our teams aren't too stretched, this might not always be as soon as expected. We'll be sure communicate this with you and keep you updated.
What's in it for you:
? 47,600 - 62,200 ? stock options & benefits
?This role can be based remotely anywhere in the UK, or our London or Cardiff office
? 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.
? Much more, see our full list of benefits
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 , 2024 and 2024
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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage ?

Skills Required