Monzo

👥 1001-5000💰 Secondary Market 6 months ago🫂 Last layoff almost 5 years agoFinancial Services Banking Wealth Management FinTech💼 Private Company

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Monzo is a digital bank based in the UK that offers a range of financial services, including personal banking, business banking, and financial crime operations. They focus on leveraging technology for banking solutions and are currently hiring for various positions in decision science, product management, security, and analytics.

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Jobs at this company:

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🔥 Financial Crime Business Banking Specialist

Posted 4 days ago

📍 UK

🧭 Full-Time

💸 34650.0 - 40000.0 GBP per year

🔍 Financial Services

🔧 Requirements

You have significant experience in a similar role within business banking
You’ve got extensive subject matter expertise in Fincrime with a strong understanding of policies and regulations
You’ve got significant experience in conducting complex fincrime investigations on business accounts with limited or no supervision to resolution
You have a strong working knowledge on: Due diligence on Corporate Ownership including complex beneficial ownership Deep knowledge on Share Capital Structures of different structures including share classes to effectively work these tasks Understanding structure of non profit organisations, including complex beneficial ownership,charities, trusts, foundations, clubs and societies Strong understanding of tax evasion and avoidance typologies and frauds

💡 Responsibilities

Completing due diligence on Corporate Ownership including complex beneficial ownership
Proficiency in preparing and submitting Suspicious Activity Reports (SARs) to relevant authorities and completing SAR Reviews carried out from our seniors
Approvals and Multi party authority for our high risk tasks inc. cheques for business accounts
Understanding structure of non profit organisations, including complex beneficial ownership,charities, trusts, foundations, clubs and societies
Complete Customer Risk Assessments on a weekly basis
Review and verify customer documentation, ensuring accuracy and completeness in accordance with plausibility and regulatory standards
You’ll communicate both directly with our customers and with colleagues in customer support to ensure we get the right outcomes
Sharing emerging risks and trends you spot with and helping work through solutions with our relevant stakeholders
Providing specialist knowledge in regards to Business Banking Financial Crime and delivering coaching to more junior investigators
Providing product and process feedback to the teams supporting their business area, to ensure there is a constant flow of feedback from the operation into the teams that own our tools and risk

ComplianceRisk Management

Posted 4 days ago

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🔥 Life Events Specialist

Posted 4 days ago

📍 UK

🧭 Full-Time

💸 28000.0 - 38000.0 GBP per year

🔍 Financial Services

🔧 Requirements

You have previous experience supporting customers dealing with grief.
Bereavements or major/significant life events experience is essential.
You should be able to demonstrate a strong track record of working with vulnerable customers or possess a robust understanding of bereavement support within the financial sector.
You have experience in managing probate-related disclosures and enquiries
You’re an excellent communicator talking on the telephone

💡 Responsibilities

Communicate directly with next of kin and third parties following the disclosure of a bereavement, disclosure of a terminal illness, via email, chat and calls.
Manage bereavements and third party access cases; Taking ownership by supporting our customers with formal and informal third party access such as Power of Attorney.
Support our customers who are currently in custody/incarcerated.
Deal with internal escalations and work closely with other domains in customer operations.
Communicate with the leadership team to share opportunities, identify risks and concerns and provide feedback that aims to proactively improve the support we offer to our customers.
Meet targets while receiving and providing continuous feedback.

Communication SkillsCustomer serviceInterpersonal skillsExcellent communication skillsEmpathyActive listeningRelationship management

Posted 4 days ago

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🔥 Supplier Customer Experience & Continuous Improvement Manager

Posted 4 days ago

📍 UK

🧭 Full-Time

💸 48000.0 - 62000.0 GBP per year

🔍 Banking

🔧 Requirements

Deep knowledge and experience of Customer Experience and Continuous Improvement as a combined role
Preferably working in Outsourced Supplier Operations

💡 Responsibilities

Lead regular conversations with suppliers around process opportunities and CX insights
Develop clear and manageable roadmaps that enable improvements to drive better customer outcomes with clear timelines and measures of success
Monitor customer CSAT scores and feedback and help drive insight towards areas of improvement and opportunities
Own all development opportunities and improvements through to completion within your team, providing stakeholders with key updates along the way
Partner closely with our suppliers and role counterparts to agree on key priorities evidenced by value and impact
Build strong relationships & regular engagement/ governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA)
Identify where our products may be impacting positive customer outcomes and use data and insight to make recommendations for improvements
Measure success, impact and benefits of changes being delivered and use data to quantify the impact of the change. (CSAT, QA scores, timeframes of success)
Implement a continuous improvement cycle including retros and regular change management meetings with robust documentation
Working with the wider supplier team, deep dive in to customer experience being delivered by our partners and drive improvements; when applicable consider how these opportunities may support Monzo’s operation overall
Be the point of contact within the Ops supplier team for broader Monzo ops CX initiatives (QA, Tone of Voice focus etc)
Create monthly deep dives into customer experience using all sources of data e.g CSAT, CX data and complaints to identify themes and trends on areas that are going well and areas to improve
Partner with suppliers on their insight generation into CX performance and agree plans where required for change and support for successful delivery
Be an advocate internally for sharing success stories of customer experience and partner with the team Engagement Manager to help share and elevate these stories
Partner with suppliers and Monzo stakeholders to deep dive into processes and highlight opportunities for improvement
Introduce initiatives for process improvement recommendations and fix things for our customers and COPs

Project ManagementData AnalysisOperations ManagementCommunication SkillsAnalytical SkillsCustomer serviceWritten communicationCoachingProblem-solving skillsRelationship managementTeam managementStakeholder managementProcess improvementChange Management

Posted 4 days ago

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🔥 Fraud Investigator - Protect

Posted 4 days ago

📍 UK

🧭 Full-Time

💸 25200.0 - 27000.0 GBP per year

🔍 Financial Services

🔧 Requirements

Excellent English written & verbal communication skills
Previous experience in customer service or a related field
Ability to be persuasive and empathetic
Strong expertise in investigating, problem solving and decision making
Ability to work well independently & be collaborative with the wider team
Ability to work to deadlines
Values driven approach in line with Monzo’s core values

💡 Responsibilities

Gathering evidence from customers’ claim submissions via our In app chat function and calls to and from customers
Probing for further evidence where needed
Use of Monzo’s values to investigate claims with empathy and attention to detail
Making decisions on cases and uphold or decline fraud claims up to a case value of £5,000
Submitting accounts for closure where first party concerns are held following investigation (in line with relevant guidance)
Triaging cases with a value of more than £5,000.00 for upwards escalation
Safeguarding compromised accounts and taking appropriate remedial action to ensure customers can resume safe usage of their Monzo account
Providing advice and support to victims of fraud on how they can protect themselves in the future
Completing any post-investigation activity as required

Communication SkillsAnalytical SkillsProblem SolvingCustomer serviceAttention to detailWritten communicationInterpersonal skillsExcellent communication skillsEmpathyActive listeningStrong communication skillsEnglish communication

Posted 4 days ago

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🔥 Head of Costs

Posted 7 days ago

📍 United Kingdom

🔍 Retail Banking

🔧 Requirements

Highly analytical and deep financial experience
Experience of establishing and running cost efficiency processes across large organisations
Experience of selecting and implementing new systems to deliver financial modelling, analytics, visualisation and operational workflows
Ability to influence and build deep relationships at a senior level
Ability to bring constructive challenge to senior stakeholders
Passion for team leadership and experience managing teams
A customer-centric and product-centric mindset
A values-driven leadership

💡 Responsibilities

Building out and leading a finance business partnering team to collaborate closely with the non-revenue functions
Delivering financial modelling capabilities combined with commercial acumen to support key supplier negotiations
Working with Data and Transformation teams to deliver scalable infrastructure, business analytics and data visualisation capabilities for cost measurement, allocation, analysis, budgeting and forecasting
Rolling out Group-wide cost performance reporting and routines, dashboards and scenario-planning tools
Establishing key efficiency metrics for the Group and targets for the short / medium and long-term and build efficiency plans jointly with business owners to reach Group objectives against such metrics
Collaborating with FP&A to understand and explain cost performance and variances to plan as part of overall performance tracking

Cloud ComputingPeople ManagementFinancial ManagementAnalytical SkillsReportingBudgetingData visualizationStakeholder managementFinancial analysisData modelingFinanceData analytics

Posted 7 days ago

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🔥 Tax Director

Posted 9 days ago

📍 United Kingdom

🧭 Contract

🔍 Financial Services

🔧 Requirements

You’re a qualified accountant and/or qualified tax advisor
You have experience working across a range of UK taxes, including International Tax (US and/or EU specific tax experience is a bonus, but not a requirement!)
You have significant experience working in-house (within Financial Services is a bonus)

💡 Responsibilities

Being responsible for all things Tax: including Corporation Tax, VAT, Employment Tax, International Tax, Transfer Pricing, and Operational Taxes, across compliance, reporting and advisory, both in the UK and overseas.
Coaching and developing the tax team, setting priorities and strategic direction, and stakeholder management.
Being part of our Finance Leadership Team, feeding into and supporting the wider Finance team goals and objectives.
Taking responsibility for identifying and acting on all relevant legislative changes.

People ManagementFinancial ManagementAccountingComplianceBudgetingStrong communication skillsTeam managementStakeholder managementFinancial analysis

Posted 9 days ago

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🔥 Team Manager, Personal Banking

Posted 10 days ago

📍 UK

🧭 Full-Time

💸 30800.0 - 37900.0 GBP per year

🔍 Personal Banking

🔧 Requirements

Experienced in providing thoughtful, empathetic management, supporting individuals while driving performance.
Passionate about developing people and managing performance effectively.
Understanding of business needs and the role we play in meeting service delivery obligations.
Skilled at providing direction and motivation, navigating change, and driving a clear vision forward, even in ambiguous or changing situations.
Confident in handling difficult conversations, including absence and wellbeing management.
A proactive self-starter who takes initiative and stays curious.
Hands-on and solutions-focused, able to spot and resolve problems while adapting to shifting priorities.

💡 Responsibilities

Create and maintain a strong customer-first culture, keeping the team focused on what matters most—helping customers navigate their personal finances.
Lead, coach, and support your team to achieve their personal, professional, and performance goals.
Drive performance at both individual and team levels, ensuring we meet customer demand with the right level of service.
Review the quality of your team’s customer interactions, identifying opportunities for improvement both individually and structurally.
Hold regular feedback and development sessions, including weekly one-to-ones and team meetings.
Support your team with complex queries, providing clear explanations, demonstrations, and motivation to help them excel.
Encourage others to identify opportunities to improve the customer experience and enhance Monzo’s ways of working.
Use data to spot trends and address performance gaps, making informed decisions to drive improvement.
Guide your team through business changes, ensuring clarity and alignment within your area.
Keep your team motivated and engaged, even during periods of high demand, as we continue to grow.
Interviewing for new members of your team, ensuring every candidate receives a world class experience

LeadershipPeople ManagementHR ManagementCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceMentoringOrganizational skillsWritten communicationCoachingExcellent communication skillsAdaptabilityTeamworkEmpathyActive listeningRecruitmentStrong communication skillsCross-functional collaborationRelationship managementTeam managementStakeholder managementFinancial analysisChange ManagementCustomer SuccessBudget management

Posted 10 days ago

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🔥 Team Manager, Financial Health

Posted 10 days ago

📍 UK

🧭 Full-Time

💸 30800.0 - 35000.0 GBP per year

🔍 Financial Services

🔧 Requirements

Have an experience in a team manager role which includes managing HR cases, driving your teams performance and supporting your teams wellbeing and engagement
You have experience working in the Collections or Debt recovery within Financial or Contact Centre environments is essential
Experience in coaching and supporting colleagues is essential
You have an empathetic and developmental leadership style
You have experience of motivating teams working on ongoing operational work
You're very hands-on and solve problems when you spot them
You're comfortable moving fast and in control

💡 Responsibilities

Managing a Squad of 10-12 COps (although this may sometimes stretch up to 15 as we’re growing so quickly), by holding weekly meetings with your Squad members - as individuals and as a group
Instilling a strong customer-centric culture and making sure everyone stays focused on what really matters: helping our customers with their financial lives
Coaching and supporting your team to achieve their personal, professional and performance goals
Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
Helping your team with the most difficult queries and building their knowledge around complex issues
Managing performance by giving sometimes difficult feedback and helping your Squad members to improve and learn
Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
Motivating your Squad – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
Ensuring everyone in your Squad feels they have a voice
Working closely with other Squad Captains to ensure that best practice is shared
Aggregate the feedback from your Squad into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
Would also be to champion and embed change and to be a role model for the team
Supporting our customers directly when there is a business need

LeadershipPeople ManagementHR ManagementFinancial ManagementCommunication SkillsProblem SolvingCustomer serviceOrganizational skillsTime ManagementCoachingRelationship buildingEmpathyTrainingActive listeningRecruitmentClient relationship managementTeam managementFinancial analysisCustomer supportChange Management

Posted 10 days ago

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🔥 Senior Product Manager, Homeownership

Posted 10 days ago

📍 United Kingdom

🧭 Full-Time

💸 95000.0 - 125000.0 GBP per year

🔍 Financial Services

🔧 Requirements

Extensive experience of shipping successful, customer-centric digital products in a fast growing company.
Start from first principles.
Build products that tackled long standing customer problems in a new way, or otherwise broke from the industry status quo.
Data driven, commercially astute, passionate about metrics, and intellectually honest about how your work is performing -- and driven to continuously improve it.
Full of novel ideas and creative solutions.
Comfortable spanning the worlds of business, design, data, user research, marketing and engineering.
Ability to communicate clearly and persuasively to a wide range of audiences, and in a structured way.
Fast learner, humble and curious, and enjoy developing yourself and others.

💡 Responsibilities

Lead a cross-functional team to build and grow products to support our customers in their journey of buying and owning a home.
Look at our existing funnels to identify what is and isn’t working; you’ll build a deep understanding of customer needs and where we could do more to meet them; and you’ll combine this commercial and customer context with regulatory and technical perspectives.
Set a product strategy.
Communicate effectively with people of all levels of seniority.
Lead planning processes and associated roadmap prioritisation to get your team working on the highest impact priorities that contribute to wider business goals.
Work iteratively and collaboratively with design, engineering, research, data science, product marketing, compliance and many others to refine your plan and execute against it effectively.
Help to shape product strategy across Monzo by sharing insights from your work.

LeadershipProject ManagementBusiness AnalysisData AnalysisProduct ManagementUser Experience DesignCross-functional Team LeadershipProduct DevelopmentStrategyProduct AnalyticsCommunication SkillsAnalytical SkillsProblem SolvingAgile methodologiesRESTful APIsMarket ResearchStakeholder managementStrategic thinkingFinancial analysisA/B testing

Posted 10 days ago

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🔥 Senior Platform Engineer

Posted 10 days ago

📍 United Kingdom

🧭 Full-Time

💸 95000.0 - 130000.0 GBP per year

🔍 Software Development

🔧 Requirements

Experience working with AWS and/or GCP
Experience working with Kubernetes
Comfortable working in a team that deals with ambiguity
Naturally inclined to solve problems through automation
Some experience with strongly typed languages, writing and working on backend software
Curious about systems and diving deep to investigate issues

💡 Responsibilities

Build and centrally manage the cloud infrastructure that underpins technology at Monzo, running across AWS and GCP we run components like Kubernetes and Envoy
Help other platform teams to succeed at using cloud infrastructure by abstracting away the complexity and enabling them to solve real customer problems

AWSBackend DevelopmentCloud ComputingGCPKubernetesGoCI/CDRESTful APIsLinuxTerraformMicroservicesAnsibleSoftware Engineering

Posted 10 days ago

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