📍Remote in the UK 🇬🇧 | 💰 £48,000 - £63,000 + stock options + Benefits | Fighting Financial Crime the Monzo Way

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.  We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.  We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Financial Crime Customer Operations team:

Our Financial Crime Customer Operations team is at the heart of how we protect Monzo and our customers from economic crimes such as fraud and money laundering.  

In our Screening team we support various aspects of the customer journey such as onboarding (we call them sign-ups), ongoing monitoring, and event based review. Our Investigators conduct reviews on tasks where our customers may appear on fraud prevention or sanctions databases or where they may be classified as a politically exposed person. We conduct due diligence on our customers based on our custom risk assessment and support our financial crime risk teams by recommending or making fair and proportionate risk based decisions on their behalf. 

What you’ll be working on:

We’re looking for an experienced Operations Manager to help our Customer Screening 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 Customer Screening Operations Manager you would lead a large team of around 70 investigators, focused on enhanced due diligence, risk assessments, sanctions and adverse media tasks.  You would also be directly responsible for a team of team managers and technical subject matter experts, 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. Every day you will:

• Monitor the day-to-day performance and service position of the Screening operations team, and address identified challenges.
• Ensure the Screening operations team is equipped with effective training and guidance.
• Lead your team to complete risk-based, accurate, and efficient investigations.
• Develop, communicate, and implement operational change. 
• Collaborate with a variety of stakeholder teams across the business, including quality assurance, complaints, financial crime risk, hiring, and more.
• Build and maintain a high-performance, agile, and empathetic management culture that is consistent with Monzo’s values. 
• Manage the personal and professional development of your direct reports.
• Contribute to a strong control environment by minimising breaches and risk events, and resolving operational incidents when they occur.

You should apply if you have:

• Experience in customer screening, also known as “know your customer” investigations.
• Experience leading large operational teams in fraud or financial crime to success.
• Experience analysing management information and building effective response plans.
• Experience presenting to senior management and contextualising results.
• Experience leading the implementation of change projects in operational teams.
• A good understanding of financial crime laws and regulation in the UK.
• Excellent management skills, with a track record of developing leaders.
• Strong verbal and written communication skills.

It would also be great if you had:

• Experience with multi-site teams and outsourcing operations. 
• An ICA International Advanced Certificate or equivalent/superior industry qualifications.
• Experience with Slack and Google Suite tools.

Our interview process involves 4 main stages: 

• Answering the application questions below.
• A call with a Recruiter.
• A Role Specific / Technical interview (1 hour).
• A Leadership / Values interview (1 hour).

Please note you should submit your own application without help from other sources e.g Others/ChatGPT any applications whereby external support has been provided will be disqualified.   Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact debbieroscoe@monzo.com

What’s in it for you:

💰 £48,000 - £63,000

📍This role can be distributed in the UK, or from our London or Cardiff Office

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

📚 Learning budget of £1,000 a year for books, training courses and conferences.  You will be able to use any budget and study leave days towards studying for a relevant qualification, provided you have not already begun the course prior to starting in the role.

➕ And much more, see our full list of benefits here

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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 2022 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.

 

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