Incident & Crisis Framework Manager (1lod)

A strong background in banking or fintech, with demonstrable experience in Incident Management, Crisis Management, and/or Operational Resilience. Skilled in leveraging advanced incident management tools (e.g., Jira Service Management, incident.io, PagerDuty, Slack) and an interest in how AI-powered solutions can optimise response times and processes. The ability to effectively influence and collaborate with diverse, cross-functional teams and engage confidently with executive-level stakeholders. A talent for communicating complex information clearly and concisely to both technical and non-technical audiences, facilitating discussions, and knowing when to push back or seek buy-in. A proactive approach to identifying opportunities to enhance incident and crisis management processes through data-driven insights and innovative strategies, ensuring alignment with business objectives.. The ability to thrive in a fast-paced, ambiguous, and evolving environment, remaining adaptable, proactive, and resilient. A hands-on approach with excellent execution skills, experience managing multiple deadlines through to completion, and meticulous attention to detail. You're a self-starter, comfortable making prioritisation decisions and working autonomously. Genuine excitement about helping Monzo scale in a compliant, thoughtful, and controlled way, and a passion for our mission to make money work for everyone. The ability to meet people where they are, act as a bridge between internal teams, and represent Monzo effectively before auditors, regulators, and our board.

Maintaining, maturing, and communicating the Incident Management Policy and wider Framework (including associated standards, procedures, and guidance). Supporting business teams with their incident response roles and responsibilities throughout the incident and crisis management lifecycle. Communicating effectively on Incident and Crisis Management matters and promoting a culture of resilience throughout the organisation. Driving post-incident reviews, root cause analysis, and continuous improvement initiatives to enhance our response capabilities. Monitoring and interpreting evolving operational resilience regulations and supervisory expectations to ensure Monzo's Incident and Crisis Management approach remains compliant. Preparing and presenting reports on Monzo's Incident and Crisis Management capability to the Conduct and Operational Risk Committee. Supporting the delivery of scenario tests, workshops, and simulations, helping to identify resilience weaknesses and areas of improvement. Oversee monthly horizon scanning and incident trend analysis process, feeding into Operational Risk reporting and the Operational Resilience Forum. Ensuring that incident and crisis management plans are developed, understood, regularly tested, and maintained effectively. Supporting the delivery of Incident and Crisis Management requirements in Monzo EU and US, ensuring alignment across all jurisdictions. Supporting the implementation of relevant Digital Operational Resilience Act (DORA) requirements, as well as entity-specific Incident and Crisis Management rules as they emerge.