Monzo

We started Monzo in February 2015 with the mission of building the best current account in the world. In April 2017, we received our full UK banking licence from the FCA and PRA and are now working hard to roll out our free current account later this year.

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.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 of users suggests features, tests the app and gives us constant feedback so we can build something we all love.

Monzo United States
Jun 04, 2019
Full time
Monzo is a bank that lives on your phone. Our mission is to  make money work for everyone : to make our customers effortlessly financially savvy with smart features, unexpectedly friendly service, and a relentless focus on what people genuinely want and need. Our net promoter score of +80 is more than 2x that of other banks, and we are the fastest-growing bank in the UK. Monzo resembles a fast-paced tech startup  – we move fast, ship things every day, and develop products iteratively. We are also very serious about the safety of our customers’ money and their trust in us, and we believe this starts with our culture. We  default to transparency  both internally and externally, and we involve our  community  in everything we do. We prize a diverse team as a strength: everyone is welcome at Monzo and is encouraged to do the best work of their lives. We’re planning to launch in the US in the next few months , and we’re looking for a business-savvy, collaborative and experienced compliance and risk management leader to help us build a product to revolutionize banking for millions of Americans, and to be one of the first members of Monzo’s team based in the US. We have ambitions to revolutionize banking in the US, but to do so we need to ensure we can  move quickly but safely . We need to ensure we’re compliant with local rules and regulations, and that we manage our risks properly. You will be responsible for pragmatic risk management, compliance monitoring, and governance oversight of the US business. You will report to our global Chief Risk Officer (who is based in the UK), but you’ll be an integral part of the team we are building in the US. Your responsibilities: • Develop processes for risk management and governance in the US You will be responsible for deploying our risk management framework and governance structure in the US, making changes as necessary to account for local differences. • Track and monitor the US business You will monitor a range of metrics from platform uptime to the number of customer complaints to ensure that the US business is operating within our risk appetite. You will collaborate with our UK teams to report these items as required. • Manage the risk governance forum for the region Our US team will need to meet regularly to discuss risks, controls, regulatory issues and focus areas. You will manage this meeting and ensure the right information is made available, with support from our UK Risk team. • Provide challenge and guidance You will leverage your industry experience to provide challenge and guidance to our US team, ensuring they limit and manage the business’s risks as we scale up. • Compliance monitoring and assessments You will work with the Legal and Regulatory teams to conduct reviews to confirm that our teams are adhering to the regulatory requirements and following our internal policies and procedures. You are likely to also perform reviews driven by incidents or events that we need to learn from in a structured way. • Manage independent reviews and audits  We are required to carry out independent external reviews and audits from time to time, and you will commission and work with these third parties. • Ensure that identified risks and mitigated and effectively controlled In such a fast-moving business you’ll need to keep your eyes on the ball, ensuring that risk and compliance issues are rapidly identified and resolved. • Oversee the risk management of our supplier relationships Our US operating model is reliant on several key suppliers, and on an ongoing basis we will need to both look at their risk management performance and be prepared to be looked at by them at our performance, you need to be able to balance these potentially tricky risk relationships.   You should apply if: • You’re business-savvy, a strategic thinker, and a keen problem solver who knows how to quickly assess risk and recommend a risk-based solution in a fast moving business. You are not afraid to roll up your sleeves to get things done. • You have an ability to sense when something is not quite right and needs attention. • You have extensive experience operating at a senior level, can communicate with clarity and purpose, and provide relevant advice to the business while remaining independent of it. • You have experience of working in regulated financial services or payments companies in the US, and can demonstrate in your application how your experience has prepared you for working at a fast-paced technology business. Ideally you have experience managing compliance and risk in consumer payments and retail banking products. Applicants with a range of experiences, and not just traditional banking roles, are strongly encouraged to apply. • You have expertise in CFPB prepaid, BSA and AML, Reg E and GLBA. However, regardless of which specific areas of expertise you have worked in you should be comfortable working in unfamiliar fields and learning new things. • You’re passionate about technology and in particular financial technology, and what we are doing here at Monzo excites you. You think that banking in the US needs to fundamentally change and you want to be at the forefront of that revolution. You are excited about the prospect of helping build Monzo in the US and are happy to contribute to the growth of the wider business.
Monzo London, UK
Jun 04, 2019
Full time
Here at Monzo we’re at a tipping point: We’re now the fastest growing bank in the UK (in # of new users, as well as % terms) - with 1.7m customers and adding over 100k new users each month. We’re rated by Which as the  best bank in the UK for customer satisfaction and by Money Saving Expert as the best UK bank for customer service. In the last few months we’ve reached break-even unit economics (every additional user adds additional profitability, albeit we still have ~£30m of fixed costs we have to cover) We just finished raising an additional £105m of capital (at a £1Bn pre-money valuation). At Monzo we believe there’s a better way to do banking - we care deeply about our customers, are innovative and we execute quickly. We’re looking to revolutionise the way consumers manage their finances by putting them in control and promoting their financial wellbeing. As part of that effort we are developing lending products that genuinely feel good and are looking for highly intelligent and creative individuals to help us on our journey. The Role At Monzo we split teams into highly autonomous multi-functional ‘squads’ - each empowered and equipped to tackle a specific problem for our users. As a Lending Specialist you will work within one of our lending product squads (focused on a product like ‘overdrafts’ or ‘loans’ for example), guiding that squad on the expected commercial performance of their product. You will be responsible for guiding them on fundamental issues such as: Where to set credit score cut-offs How to set and manage credit limits How to set pricing How profitability will change over time based on how we approach the above You will be responsible for ensuring the squad collectively develops a deep commercial understanding and are asking the right questions to deliver a highly performing lending product. You will work with finance to develop and deliver a commercial plan for the product and help track performance against that plan. Initially you would be an individual contributor but your role may evolve to include an element of people management over time.   You’ll spend your time working on: Developing a deep understanding of how our users are interacting with our products optimising the value created for both users and the company. Ensuring that the product performs as expected (within the planned level of credit risk whilst delivering the anticipated returns), Applying your expertise in quantitative analysis, data mining, and the presentation of data to see beyond the numbers and understand how our users interact with our products and how those insights can inform our product strategy Assessing how the lending portfolio of particular products will perform over time Ensuring we operate in a well governed, compliant and customer-centric way Preparing regular updates on lending to our executive committee and Board. Monitoring and communicating the level of credit risk we’re taking on your product The Candidate Although an individual contributor role, this role will be pivotal to the set up of our lending products and their success so may appeal to people currently working in Manager, Senior Manager or ‘Head-of’ roles within lending (such as Head of Credit Risk, Head of Portfolio Management, Head of Pricing etc..) We’d love you to apply if you have a deep understanding of managing consumer credit portfolios. You should understand all aspects of the credit lifecycle from acquisition funnel optimization, decision science and underwriting through portfolio management, including collections and provisioning. You will have several years experience setting credit cut-offs, setting credit limit strategies and refining pricing on consumer lending portfolios and you should know how to build and use tools like NPV modelling to do that to optimise value. You will have worked with finance teams to model and track the performance of lending portfolios over time. You’re likely to have a solid knowledge of credit reference agency products and data and should have experience of lending specific accounting rules (such as how to recognise revenue and credit losses). You’d be a good fit for the role if you’re comfortable working in a highly collaborative environment where ideas can come from all team members as well as balancing ‘soft’ information (e.g. customer feedback/qualitative market research) with hard data (e.g. A/B test outcomes). The team operates in a highly agile manner, so it’s important that you’re able to identify and focus on what is necessary for the next milestone (rather than the perfect solution). The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London.   We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics. Competitive salary plus  stock options  and other benefits.
Monzo London, UK
Jun 04, 2019
Full time
Here at Monzo we’re at a tipping point: We’re now the fastest growing bank in the UK (in # of new users, as well as % terms) - adding over 100k new users each month. We’re rated by Which as the  best bank in the UK In the last few months we’ve reached break-even unit economics (every additional user adds additional profitability, albeit we still have ~£30m of fixed costs we have to cover) We just finished raising an additional £105m of capital (at a £1Bn pre-money valuation). At Monzo we believe there’s a better way to do banking - we care deeply about our customers, are innovative and we execute quickly. We’re looking to revolutionise the way consumers manage their finances by putting them in control and promoting their financial wellbeing. As part of that effort we are developing lending products that genuinely feel good and are looking for highly intelligent and creative individuals to help us on our journey. The Role At Monzo we are split teams into highly autonomous multi-functional ‘squads’ - each empowered and equipped to tackle a specific problem for our users. As Senior Credit Risk Manager you would oversee development of the logic and the systems associated with working out who we lend to and how much we lend, and then how we collect that money back. You would be responsible for: All underwriting (including redecisioning) along with any decision science work needed to build and deploy decisioning models and logic. Credit limit assignment activity and credit limit increase/credit limit decrease programs Setting and monitoring the credit risk control framework (e.g. early warning indicators, risk appetite etc.). Provisioning, write offs and management of our P&L credit loss line Ensuring we lend in a compliant and consumer centric way Ultimately you would be responsible for ensuring that we understand and manage the credit risk we’re taking, and that we do so in a way which continues to support our rapid growth ambitions. Achieving this control vs growth balance is likely to require substantial first principles thinking and challenging existing ways of doing things. Additionally you would manage all of the Decision Scientists and Credit/data analysts within the Lending team. You would create hiring plans, establish progression frameworks for development to ensure that we are hiring and retaining world-class analysts at the right rate to match our growth plans. You would oversee the quality of the analysts work, ensure the analysts in the various squads are adopting best practices and sharing knowledge effectively - and would ultimately be responsible for the quality and speed of all analytical output within Lending. The Candidate We’d love you to apply if you have a deep understanding of managing consumer credit risk. You should understand all aspects of the credit lifecycle from decision science and underwriting through portfolio management, including collections and provisioning and all of the regulations that apply. You should understand and have developed decision systems, have a great knowledge of credit reference agency products and data (including reporting back) and should have experience of setting and reporting against credit control frameworks including building and operating IFRS9 compliant provisioning models. Experience of doing the above on personal current accounts, unsecured personal loans and credit cards is preferred. You should be comfortable using data and analytics to optimise across all of these stages. In particular, you should have experience of the following within a consumer lending environment: Credit underwriting, Collections strategy design and management, Decision system management and development, Data Science (regression modelling and machine learning), Portfolio optimisation, including redecisioning and credit limit strategy management, Credit reference agency data and products (including reporting back and negotiating commercials) Provisioning including IFRS9, Customer Lifetime Value (CLV) modelling/Net Present Value (NPV) modelling/unit economics, Capital allocation and P&L income and losses modelling and stress testing, A/B test design and statistical significance You’d be a good fit for the role if you’re comfortable working in a highly collaborative environment where ideas can come from all team members as well as balancing ‘soft’ information (e.g. customer feedback/qualitative market research) with hard data (e.g. A/B test outcomes). The team operates in a highly agile manner, so it’s important that you’re able to identify and focus on what is necessary for the next milestone (rather than the perfect solution). Whilst you may not have been analytically ‘hands on’ over the last couple of years you should come from an analytical background and be comfortable ‘getting your hands dirty’ with pulling your own data and doing your own analytics where necessary. You'll spend your time: Working with the team to enhance our decisioning logic and systems Monitoring and communicating the level of credit risk we’re taking Communicating insights relating to our lending portfolio and gaining buy-in to strategy changes from stakeholders across the business, at all levels up to and including board level Liaising with colleagues from across the business to support them in achieving their goals (and get their support in achieving yours!) Hiring, managing, coaching and developing analysts within the Lending team Ensuring we build our products in a compliant and customer-centric way You should apply if: You’re a real expert in consumer credit risk management and understand the detail behind how to optimise all of the various components that make lending products profitable You have a solid understanding of how lending products work to generate profit including experience of building and using tools like Customer Lifetime Value and/or Net Present Value modelling and how income and losses are recognised on the P&L. You have a deep understanding for credit risk measurement and control frameworks and are able to set these up from scratch using first principle thinking You’re self-motivated, highly organised and focussed on impact You’re comfortable with ambiguity and can think from first principles You’re happy taking an MVP approach and doing what’s good enough for now You have strong analytical skills (previous experience of SQL is a must, R, Python, SAS, VBA and similar are a plus) You’re excited about the future of banking and want to work with us to shape it You’re able to build strong, mutually respectful relationships with diverse teams Logistics The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London.  We'll kick off reviewing applications for this role in early-mid January We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics. Competitive salary plus  stock options  and other benefits.
Monzo United States
Jun 04, 2019
Full time
We’re looking for a business-savvy, collaborative and experienced senior Legal Counsel to help us build a product to revolutionize banking for millions of Americans, and to be the first member of Monzo’s Legal team based in the US. We’re the UK’s fastest-growing bank We’re an established brand with nearly 2 million customers and over 800 staff. More than 28,000 people open an account each week, making us the fastest-growing bank in the UK. We have raised more than $250 million from some of the world’s top VCs. Our bank account is a fully-featured mobile checking account which our customers love – we’ve won awards for our customer service and our Net Promoter Score is +80. Now we want to launch in the US We’re now starting to work towards expanding into the US market. We think that Americans will love our easy-to-use product, great customer service and low fees. But we’re just getting started on our journey, so we need someone comfortable working quickly, building from scratch and acting proactively. Initially, this role will report to the VP Legal in the UK. When you join you will be the only and most senior member of our legal team in the US. You will therefore have an important role in helping Monzo build out its US business and the legal team. You'll spend your time:  Helping design Monzo’s debit card offering in the US in partnership with a US bank and launching Monzo’s business in the US Work on Monzo securing a US banking charter, assisted by our external US counsel. Advise and take the lead on a wide range of legal issues impacting the US business, notably contractual, commercial and regulatory issues Develop and implement policies and procedures applicable to the US business and handling the US aspects of any group legal issues such as corporate structuring, insurance, data protection etc. Engage with US regulators and navigate regulatory processes and communications. Set, lead and manage the culture of risk and compliance across the team in the US and work with our UK Legal, Risk and Compliance teams to define our risk appetite in the US. Build the US Legal team and manage US legal budget. Partner with UK Legal team to ensure legal operations and processes scale internationally.  Work closely with the US CEO, and other key members of Monzo’s leadership and International team, as well as alongside the UK-based legal team on legal issues affecting the wider group. You should apply if you have: 5-10 years experience as a US qualified lawyer. Ideally you are admitted to practice law in New York and/or California, Experience of working on innovative consumer-focused financial products, and have spent time in-house with a US Payments company or similar US FinTech business. An ability to think strategically and a keen problem solver who knows how to quickly assess risk and recommend a risk-based solution. A high level if comfort working in a fast-paced business and with ambiguity, effortlessly handling volume, detail and complexity, but working and communicating with simplicity. First-class drafting, negotiation and communication skills, combined with strong analytical skills, good business and commercial judgement, and an ability to sensibly assess risk. Flexibility to handle a range of legal issues that come up in a start-up environment, even if outside your core areas of expertise, and can sensibly assess when best to engage external counsel in a cost-effective way. Previously managed a team of lawyers and have worked on projects collaboratively in cross-functional and internationally dispersed teams. Bonus points if you have experience of building new legal functions from the ground up. Experience operating at all levels of the organisation up the Board and Executive, but most importantly you are always ready to roll your sleeves up and get things done and understand the need always to act with integrity, discretion and independence. Passion for technology and what we are doing here at Monzo excites you! You think that banking in the US needs to fundamentally change and you want to be at the forefront of that revolution. You are excited about the prospect of helping build Monzo in the US and are happy to contribute to the growth of the wider business.  
Monzo London, UK
Jun 04, 2019
Full time
We’re building the world’s best bank, and we can only do this if we hire world-class people. Monzo has grown to over 800 people in the last 12 months, and we aren’t stopping! We're looking for an experienced recruiter who can support that growth by sourcing and hiring talented, diverse people who are just as passionate about our mission. In this role, you’ll primarily work on hiring for our Core teams (Finance, Governance, Marketing, International) but you will have the opportunity to work on a wide variety of roles. You should be excited by the variety of working with many different teams.  You’ll spend your time: Helping us hire the right people across Monzo including working on global roles in international locations. Working directly with hiring managers to determine the right level, scope and positioning of their roles. Help determine how best to assess skills, build hiring plans and coach managers on how to make decisions. Managing a full cycle interview process from sourcing to screening to closing candidates. Work on strategic projects within the Hiring team that have company-wide impact including improving interview processes, increasing diversity of candidate pipelines and helping develop the skills of the Hiring team. Making sure all candidates have a fantastic experience with Monzo from initial outreach to joining the team. Partnering with external agencies as needed including evaluating, negotiating contracts and managing their partnership with Monzo. You should apply if you: Have significant experience recruiting multiple roles in a range of disciplines. International hiring experience a huge plus! Are used to working in a fast-paced environment and dealing with shifting priorities Care deeply about inclusiveness and diversity Love sourcing and pride yourself on your resourcefulness Are empathetic, adaptable and respectful of candidates’ needs and priorities Can adapt your approach to work with a range of stakeholders with different needs Can tell whether somebody has the skills we’re looking for, without relying on previous job titles or qualifications. Have experience recruiting in-house at a startup
Monzo London, UK
Jun 04, 2019
Full time
We’re building the best bank in the world, and we can only do this by assembling the best possible  team . Monzo has grown from 400 to over 800 people in the last 6 months, and we aren’t stopping! As a Hiring Coordinator, you’ll be supporting that growth by going the extra mile so that every applicant feels valued and respected, and moving mountains in the background to make interviewing with Monzo an effortless and delightful process.  You’ll spend your time: providing an amazing, memorable, stress-free experience for everyone who applies to work at Monzo supporting teams making our hiring processes run like clockwork. You’ll be the face of Monzo We want to give our candidates the best possible experience with us, by making them feel comfortable and supported throughout their interview process. You will: keep them updated on the status of their application give them all the information they need for their interviews welcome each candidate on arrival & answer any questions they may have. You’ll be a coordination superstar At Monzo we like to make things happen quickly and seamlessly. You’ll be: scheduling every stage of the hiring process (booking interviews, arranging flights and accommodation) taking care of pre-joining administration (references, contracts, visa sponsorship, relocation assistance) giving regular updates to the rest of the team on how our pipelines are doing so everyone stays on the same page. You’ll be the point of contact for our new joiners A new job can change a life! We believe it’s important for all our new joiners to have a single point of contact in the team to answer any of their questions and guide them through the onboarding process until the People team take over from us. You’ll help new Monzonauts go through their offer, contract, background checks etc.   You’ll have the opportunity to learn new skills and get involved in projects Our team is growing, and there’s still lots to do to improve our hiring processes. You’ll get the chance to work on other projects you’re interested in or learn new skills, like: employer branding organising/attending recruitment-related events sourcing or specialised recruitment Improving and tracking candidate experience onboarding You should apply if: you’re full of empathy, friendly, and love helping people you’re an organisational wizz with great attention to detail you’re a great communicator with flawless written English what we’re doing here at Monzo excites you! Logistics The application process will consist of a short phone interview, a practical written exercise with a follow up call and 2-3 hours of on-site interviews at our London office. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to make sure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics. We’ll offer a competitive salary plus stock options and loads of other  benefits . There’s no closing date for this role, as we’ll wait until we’ve found the perfect person ❤️
Monzo Los Angeles, CA, USA
Jun 04, 2019
Full time
Location: Los Angeles Monzo is a bank that lives on your phone. Our mission is to  make money work for everyone : to make our customers effortlessly financially savvy with smart features, unexpectedly friendly service, and a relentless focus on what people genuinely want and need. Our net promoter score of +80 is more than 2x that of other banks, and we are the fastest-growing bank in the UK. Monzo better resembles a fast-paced tech startup than a traditional bank – we move fast, ship things every day, and develop products iteratively. We work in interdisciplinary product squads, and design plays a big part in driving our product vision. But we are also very serious about the safety of our customers’ money and their trust in us, and we believe this starts with our internal culture. We  default to transparency  both internally and externally, and we involve our  community  in everything we do. We prize a diverse team as a strength: everyone is welcome at Monzo and is encouraged to do the best work of their lives. We’re planning to launch in the US in the next few months , and we’re looking for a seasoned and empathetic design-thinker, to help us deliver the best banking experience possible in the US. We have big ambitions in the US and the team will grow quickly, but as the first US-based researcher you will be joining at a formative and exciting time. This is a rare opportunity to shape the product and our launch, and you need to be comfortable wearing many hats and collaborating across many disciplines. We work closely with Product Managers and Product Designers to generate insight to fuel ideas and then evaluate design solutions. We’re quick to adopt better tools and processes, so you’ll be more than welcome to contribute all the good practices you’ve used before. As part of your role, you'll: Work closely with Product Managers, Product Designers, Engineers and other User Researchers to generate hypotheses and plans for high-impact research that helps us better understand our existing and potential customers and how to create a better product that solves their problems and meets their needs. Plan and ran qualitative studies, including field observations and interviews, remote and in-person usability studies for existing and future products. Collaborate closely with our analytics team to make sure our qualitative insights are also enhanced by robust quantitative analysis whenever possible. Communicate research findings to inform business decisions through the best possible means ranging from presentations, workshops, reports or whatever mechanism gets the insights into our decision-making. Lead the research for your squads, suggesting the best approach and methods to use so we’re capturing the right insights that help us grow and develop our product in our mission to Make Money Work For Everyone. You should apply if: You’ve got lots of hands-on experience with exploratory and evaluative qualitative research methods, appreciating their limitations and when to apply them appropriately. You can independently run research projects, from planning, scoping, running the sessions, analysing and creating deliverables. You can run user testing with your eyes closed, regardless of the setting. You should be comfortable in a lab as well as stopping people in the street for quick feedback or setting up remote tests. You're happy user testing on mobile. We’re a mobile-only bank, so if you’ve got experience with both iOS and Android we’ll love you even more. You appreciate robust research study design, but can also consider practical constraints and business goals – you understand what 'just enough research' means. You’re a strong communicator and facilitator. You’re able to tell a story so your audience will want to listen to and zoom into detail when needed to help solutions come to life. You value collaboration and are at your best when you’re part of a team. You are flexible in your approach and embrace a challenge; you might need to come up with new ways of answering research questions quickly and communicating the results in a memorable, impactful way. Nice to have If you have experience in banking/ financial services in the US, that would be a real plus You’re familiar with quantitative research and understand metrics.
Monzo Cardiff, UK
Jun 04, 2019
Part time
We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team working 2 days (16 hours per week) on weekends in our Cardiff office (check out what our team say about working in Cardiff  here ) and being remotely based.  At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on Social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £9,100 a year (£11p/h) plus unsocial hours allowance . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: you are prepared to be primarily based in our Cardiff office or remotely care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months If you're planning to do any working from home from time-to-time, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com
Monzo London, UK
Jun 04, 2019
Full time
We’re looking for an  experienced  Senior Customer Support Manager to be an empathetic leader for our distributed Customer Operations (COps) team. We have 300 COps within our distributed team, and want to ensure they're all fully supported and continuously developed to perform at their best.  Our   customer operations  team is at the heart of Monzo Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat. As Senior Squad Captain Manager, you’ll provide support and leadership You’ll directly manage a number of Squad Captain Managers so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London,Cardiff & Las Vegas to make sure that we apply these policies fairly across all areas of COps. Communication between offices is a key challenge You’ll work directly with Head of Customer Operations and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between all areas is seamless, gathering feedback and sharing the same consistent message with all team members. Our current offices include London, Cardiff and Las Vegas.  Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captain Managers outperform in their roles by: having regular 1:1s; giving and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing squads and captains Running leadership group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Managers/Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire You should apply if: You have  significant senior management experience,  ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! To be an effective Senior Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad role. Logistics: The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in London or Cardiff. Salary is approximately £65,000 - 90,000 (dependent on skills and experience) plus stock options  and other benefits.
Monzo Cardiff, UK
Jun 04, 2019
Part time
We're looking for detail-oriented, empathetic problem solvers to join our Customer Operations (COps) team working Friday night, Saturday night and Sunday night team based remotely. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Communicating with our customers through a variety of different mediums, based on our customers needs; whether that be through our social media platforms, email, calls or in-app chat. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £13,650 a year  (based on working 3 days per week)  plus a 22% allowance for working overnight . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working remotely over night every Friday, Saturday and Sunday. Shift times will vary between 5pm-2am, 6pm-3am and 7pm-4am, you will know the times of your shift 4+ weeks in advance. You should apply if you: you are prepared to be based remotely and work overnight on the shifts specified above 👆 care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months To work from home, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until a little later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com
Monzo London, UK
Jun 04, 2019
Full time
Internally known as Squad Captain Manager. We’re looking for an experienced Senior Customer Support Manager who has developed, supported and inspired leaders. You will be an empathetic, strategic leader to support our distributed Squad Captains and Customer Operations (COps) team. Our  customer operations  team is at the heart of Monzo Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Some squads specialise in social media responses, helping customers over the phone or responding via in-app chat. As Squad Captain Manager, you’ll provide support and leadership Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage and support our distributed Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in London, Cardiff & Las Vegas to make sure that we apply these policies fairly across all areas of COps. Currently we have 24 Squad Captains who are distributed, and cover a range of work patterns. Communication between offices is a key challenge You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London, Cardiff & Las Vegas offices is seamless, gathering feedback and sharing the same consistent message with all team members. Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captains outperform in their roles by: having regular 1:1s with Squad Captains; giving and receiving feedback about people, process and QA; coaching, mentoring, and developing high performing squads and captains Running Squad Captain group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire You should apply if: You have significant experience in managing leaders, ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! You’ll spend your first months on the frontline To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Support job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Our distributed teams work flexible hours so we can discuss which would be the most suitable for you. Logistics: The application process consists of a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our offices in Cardiff or London. Salary approx. £35,000-£50,000 (dependent on skills and experience) plus  stock options  and other benefits.
Monzo Cardiff, UK
Jun 04, 2019
Full time
We're looking for detail-oriented, empathetic problem solvers to join our remote Customer Operations (COps) team. At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We're on a mission to make money work for everyone and to do this we need to grow our amazing customer support team to make sure every customer gets access to 24/7 customer support through our app and on the phone.  🚀 COps are the heart of Monzo  ❤️ You'll be the first point of contact for any of our users who have questions, problems, feedback and compliments! COps are the face of Monzo, and the main way our customers communicate with us. We want to delight our customers in any way possible. It can be something small like wishing someone a happy birthday. Or something bigger, like cycling a new bank card over to someone who needs it urgently. What will you be doing day-to-day?  💬 Providing the best customer support by talking directly and honestly with our customers, and developing a deep understanding of what our community really wants from a digital bank. Communicating with our customers through a variety of different mediums, based on our customers needs; whether that be through our social media platforms, email, calls or in-app chat. Proactively spotting patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to make them happier. Identifying customers who are in vulnerable situations and helping to figure out what steps we can take to support them. Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends. Whilst investigating and making decisions about payments made on stolen cards, as well as looking into scam websites. Dealing with tricky payments-related queries; investigating missing transfers and Direct Debits, helping manage the customers who are switching to Monzo. Understanding, prioritising and escalating our customers' feedback and feature requests to the external product team (who build our app). Plus, being the first port of call for customer complaints to make sure that they're treated fairly and can share their thoughts and concerns. Supporting other members in the customer support team by being a point of escalation for other COps and mentoring new joiners. Plus making sure the rest of the company stays customer-focused and fixated on building the best bank account in the world. After you're fully comfortable helping our customers, you'll have the opportunity to expand your knowledge in the various other areas of the Customer Operations team. This could range from helping out on social media to spending time with our Financial Crime specialists! Your working life  ☀️ The salary for this role is up to  £22,750 a year (£11p/h) plus an allowance per year for working varying hours . All Monzo team members also get share options as part of their package – read more about what this means  here . You’ll be working on an ‘open availability’ contract basis, to make sure we are always here to help and allow 24/7 customer support chat through our app. Your shift pattern will change on a weekly basis, starting no earlier than 6am and finishing no later than 10pm. Read more about the ins and outs of 'open availability'  here .  You should apply if you: care deeply about delighting our customers are a UK resident (live in the UK for at least 6 months of the year) have the right to work in the UK are comfortable using a laptop are over 18 years old you haven't applied and been unsuccessful within the last 6 months To work from home, you'll also need: a quiet and private home working space a solid internet connection (download speed - 10mbps; upload speed -3 mbps) The interview and on-boarding process  🤝 Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV (there is no need to submit a Cover Letter, please use this time to answer the application questions instead ❤️). If you're successful, we’ll send you a take-home task, and if you ace that we’ll invite you for a half-day assessment centre (these run every few weeks). At the assessment centre you’ll have some one-on-one interviews and a collaborative task with a small group of other candidates. If all goes well, you'll join our small but growing team on a mission to make money work for everyone! 🚀  We are recruiting now for roles to start over the rest of the year, so even if you're not available to start until later in the year - please still apply!  You'll spend your first two weeks in training (Monday-Friday) between 09:00-18:00, and we'll give you all the tools and training you need. You need to be available full time in Cardiff for the first week, but we can be a bit more flexible to fit your circumstances in the second week, if you've got caring or studying commitments for example. Please let us know if you'd need any adjustments to make this work. Questions about this role? Head over to our careers page to read our FAQs ( www.monzo.com/careers ) or email  ops-hiring@monzo.com
Monzo London, UK
Jun 04, 2019
Full time
We’re looking for an experienced, people focused Customer Operations Quality Assurance Manager to ensure our customers are treated fairly and receive awesome standards of service at all times. At Monzo, we believe there’s a better way to do banking We really care about providing a phenomenal experience for our customers, and we want to be the best possible bank without getting stuck in the old ways of doing things, or trying to duplicate quality assurance  frameworks seen in other banks. We’re at the start of our journey to serve a billion customers We’ve made some good progress so far! We now have more than 500 staff, over a million lovely customers and a full UK banking licence. We have a current account and overdraft, and lots more   planned . We need to deliver delightful experiences that treat customers fairly Reporting to one of our Squad Directors, the successful candidate will lead the Quality Assurance (QA) team & agenda for customer operations. The QA Manager will be responsible for - Designing and owning the QA framework, including determining and agreeing in-house quality standards, attitude to risk appetite and procedures. Designing and agreeing an ongoing roadmap of initiatives to support customer delight, compliance & scalable process improvement. Delivering the QA plan, identifying issues requiring improvement and potential themes Identifying relevant remedial actions (via root cause analysis) and working with key stakeholders to drive improvement eg, changing processes, adapting new start training material accordingly. Acting as a catalyst for change and improvement in performance / quality across Customer Operations. Ensuring deadlines are met to adhere to Treating Customers Fairly principles as well as other standards as specified by the regulator & senior stakeholders. Actively creating and/or maintaining minimal scalable processes to ensure we are fair to customers at all times. Build and maintain a robust customer centric feedback loop with process owners Lead ad hoc customer operations improvement initiatives that are agreed from time to time. Identifying training needs on a team and individual level as well as influencing ad hoc and periodic training to ensure team quality. Design relevant customer operations metrics that simply and robustly identify risk & compliance improvement areas. Chair the monthly Customer Operations quality assurance meeting where relevant metrics are reviewed and plans created in partnership with stakeholders. The successful candidate should be able to demonstrate the following - Essential: Experience within a regulated sector either in a risk and/or QA related role. Ability to identify risks and prevent, manage and/or escalate as appropriate Experience of managing a team and improving performance Desirable: Comfortable with data and preferably has basic SQL, G Suite API knowledge. Knowledge and experience of implementing FCA principles & Treating Customers Fairly. Be working towards or already Lean Six Sigma certified Strong influencing and stakeholder management skills, and ability to challenge others, as well as having exposure to senior management Our vision of ‘making money work for everyone’ is dependent on every Monzonaut committing to putting customers first. We're also committed to employing a diverse and inclusive workforce, reflective of the customers and communities we serve – where everyone can be themselves and succeed. So if this sounds like a culture that you'd like to be a part of then be assured that we'll welcome your application. We offer a competitive salary plus stock options and other benefits. This role can be based in our London or Cardiff office, or remotely with fairly regular travel to our offices.
Monzo Las Vegas, NV, USA
Jun 04, 2019
Full time
Internally known as Squad Captain Manager. We’re looking for an experienced senior customer support manager to be an empathetic leader for our Squad Captains and Customer Operations (COps) team. This is our first office outside of the UK, and you’ll be vital in ensuring we’re able to serve our two million customers.  About Monzo 🚀 At Monzo, we’re building a new kind of bank. One that lives in your smartphone and helps you take control of your money. We are always here to help as every customer gets access to 24/7 customer support through our app. Our mission is to make money work for everyone, and while having a great app is part of that, we pride ourselves on providing world-class support. By solving customers’ problems, treating them fairly and being totally transparent, we believe we can make banking better.  Since we started, we’ve been busy building the best current account in the world and now have over 100,000 new customers signing up with Monzo every month. We need an experienced customer service manager to help us grow our first US office! Customer Operations at Monzo 👫 The Customer Operations Team  is at the heart of Monzo . Every person in this team cares about our customers’ problems and is empowered to solve them quickly and with minimal fuss. We work in small squads of 8-10 people, which are split between communication channels and time periods. Squads specialise in responding via in-app chat, over the phone or via social media.  As Squad Captain Manager, you’ll provide support and leadership 🎓 Each Squad Captain supports and coordinates the work of their team members. You’ll directly manage a number of Squad Captains so they can meet their personal and professional development goals. You’ll organise people around you and take quick action when you see a problem coming - whether it’s not enough people covering the right types of queries, a training need, or something going wrong. You’ll listen to your people, guide them through hard times and celebrate their successes. You’ll have responsibility for some disciplinary and grievance matters and work closely with your colleagues in the UK to make sure that we apply these policies fairly across all areas of COps. Communication between offices is a key challenge 🌎 You’ll work closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other. You’ll make sure communication between the London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members. Each day you’ll be: Instilling a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives Helping Squad Captains outperform in their roles by: having regular 1:1s with Squad Captains; giving and receiving feedback about people, process and procedures; coaching, mentoring, and developing high performing squads and captains Running Squad Captain group sessions, e.g. knowledge sharing Supporting the interviewing and hiring of new Squad Captains/COps Helping us become an exceptional place to work for the ambitious, highly motivated COps that we hire Working closely with other Squad Captain Managers and senior stakeholders within COps to share ideas and support each other Helping make sure communication between the Las Vegas, London and Cardiff offices is seamless, gathering feedback and sharing the same consistent message with all team members. You should apply if: You have significant senior management experience, ideally in a customer-centric role You’ve led successful teams to achieve their goals and have an empathetic leadership style You’re as comfortable working 1:1 as communicating with large groups You empower your people to find solutions themselves You can motivate teams working on ongoing operational work You are very hands-on and solve problems when you spot them What we are doing at Monzo excites you! We offer some amazing benefits!   These include, but aren’t limited to: 32 days paid vacation per year Healthcare - 100% contribution to medical, dental and vision insurance Generous parental leave policy Work from home (when you need to) Catered lunches twice a week Personal learning budget for books, training courses and conferences to help you learn and grow Team-building, socials and other fun get-togethers You’ll spend your first months helping our customers To be an effective Squad Captain Manager you’ll need to know the ins and outs of the Customer Service job. You’ll have frontline COps training in your first few months and then transition into the Squad Captain Manager role. Logistics: Your answers to the application questions below are really important to us, so please take your time on these. Once you've submitted your application, we'll review along with your CV. If successful, you’ll have a short phone interview, followed by a practical written exercise and a couple of on-site interviews at our office in Las Vegas We offer a competitive salary dependent on skills and experience plus many other benefits.
Monzo London, UK
Jun 04, 2019
Full time
At Monzo, we want to make money work for everyone. As we grow in customers, product lines and countries, we want are looking for people to help ensure that we are always building to handle scale and are resilient.  As a Tech Governance and Resilience Manager, you will work to specifically help the engineering team, identifying and manage risks across the company and be a trusted partner to business leads, product managers, engineers and our award winning customer service teams.They will turn to you for guidance on how to ensure we are not only compliant with regulations, but fostering a culture of rigorous thinking and careful controls that distinguish us in both banking and technology. This role would offer you the opportunity to get to know different parts of the business and make you a trusted advisor to our leadership team and our Board. This role falls within the first line of defence.  To succeed, you should be able to navigate the regulatory landscape, use data to shape your thinking and collaborate to build something bigger than yourself. You will be asked to weigh in on foundational questions about the sort of company that we grow to become, while meeting’s today’s needs. We'd want you to apply if you are underwhelmed by the status quo of banking and finance today and are interested in bringing your critical mind and grit to creating a better alternative. You should apply if you: Are excited about helping Monzo scale in a compliant, thoughtful and controlled way Are happy to work within the first line of defence  Would like to immerse yourself in parts of our work that deal with considerable complexity so that we can keep our product simple - e.g. technology infrastructure, lending decision science and customer operations Are able to meet people where they are at and become a bridge between internal teams and represent Monzo before auditors, regulators and our board. Are excited by the challenge of creating a culture of intellectual rigour. Have excellent project management and organisational skills. At least 3 years of relevant experience The following experience would be valued: Work in risk, compliance, regulatory or governance in a financial firm; as an auditor; a regulator or in another highly regulated industry. An understanding of the requirements of SMF roles. Work in a start-up environment or a technology company Setting up policies and procedures and leading on policy reviews and assurance A legal background Above all, we are looking for people that are humble but excited by what we are doing at Monzo.
Monzo London, UK
Jun 04, 2019
Full time
We're looking for someone with a deep understand of how transaction disputes work to come in and lead our disputes function. You should apply if you have experience running dispute teams, and are excited about how technology can be used to improve both the customer experience and operational management of disputes.  You will lead a squad within the broader Financial Crime team, defining our approach to transaction disputes in the UK and elsewhere. 🚀 The key focus of role will be: Optimisation:  Looking at ways we can redesign the disputes process to have a great service, handled efficiently and quickly, against a compelling vision meeting Monzo’s award winning service expectations Leadership:  Effectively managing a squad of Analysts, motivating the team to excel in their roles and developing the careers of those you manage Data-driven:  Interpreting data confidently and using this information to suggest improvements for the disputes process and subsequently improve outcomes Leading our root cause:  Being able to oversee and develop the business root cause strategy. Manage the business narrative on root cause areas on disputes and actions to be taken. This will involve stakeholder relationships as below. Stakeholder-management:  Managing high-level stakeholder relationships, across several departments including holding conversations with the Board in providing updates within the overall disputes process. International Expansion:  Understanding the regulatory systems in potential target markets and preparing the customer operations team to handle those conversations in a legally compliant manner. You will be responsible for: Leading the Disputes team as we launch new products and expand into new markets Ensuring a great interface with our  Customer Operations  team, making sure that everyone has the required training, and we are optimising for efficiency. Setting up and owning  appropriate metrics  to ensure we are performing as expected Making  Root Cause insight  core to the design and iteration of our products Identifying when we need to hire new people, versus using technology for efficiency gains, making sure we have the right people at the right time Striking the right balancing between compliance and customer experience Managing  team rituals , such as planning meetings and retrospectives, to make sure the correct information flows into and out of the team Making Disputes a competitive advantage and pushing the insights learnt; championing what we're doing here (and potentially changing the industry!) You should apply if: You have deep knowledge of how transaction disputes work, and understand the chargeback lifecycle You love Disputes and understand the important insight they bring to the business You're product focused and can prioritise based on customer demands, business needs and risk mitigation You can set the vision for the area and create an environment to achieve that You have experience of managing a highly effective operation You're a great manager and leader (and this is part of the job you really get a kick out of) You have experience of stakeholder management across the business and externally with the regulators. You are an excellent and compelling communicator - both verbally and in writing Logistics The application process consists of a short phone interview, followed by a practical written exercise with a follow up call, and a couple of on-site interviews at our office in London. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can – whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to ensure we’re designing a bank that works for everyone, so we particularly encourage applications from different under-represented demographics.
Monzo London, UK
May 27, 2019
Full time
We’re looking for a pragmatic, collaborative and experienced VP Compliance to ensure we’re not only customer-focussed and innovative, but fully compliant. At Monzo we do things differently: we truly care about providing a phenomenal experience for our customers. We believe there’s a better way to do banking, and we want to be the best possible bank without getting stuck in the old ways of doing things. We need to ensure that we’re building our bank in a compliant manner; we also want to ensure we’re doing what’s ethical, appropriate and fair for our customers - following both the letter and the spirit of all applicable legislation. We’re at the start of our journey to serve a billion customers and we’ve made some good progress. We now have more than 700 staff, one and a half million lovely customers and a full UK banking licence. We need someone to own the strategic direction and leadership for all things compliance. At Monzo we operate a “three lines of defence” model. You’ll join the second line of defence team, reporting directly to our Chief Risk Officer. What you’ll be doing: You’ll own Monzo’s approach to Compliance, instilling a positive, proactive culture towards regulation and legislation across the company You’ll develop and manage our growing Compliance team ensuring everyone has the opportunity to learn and perform at their best You’ll continue to develop a great relationship with our regulators and other 3rd parties, keeping them in the loop with key developments as we scale You’ll form part of the second line leadership team, helping to build a high performing partnership with the rest of the organisation You’ll provide direction and leadership to the MLRO team by leading assurance and monitoring for the second line, focusing predominantly on Compliance You’ll stay up to date with industry developments to ensure we are fully compliant whilst also helping us influence regulatory developments You should apply if: You’ve previously been approved by the FCA for SMF16 and have direct interactions with the FCA and PRA regulators You can interpret PRA and FCA consultations and regulations, and have a strong understanding of the PRA and FCA rulebooks You’re great at providing effective challenge whilst building strong, respectful relationships You’ve built and led compliance teams previously, ideally in a regulated financial services firm You’re comfortable giving oversight and assurance on the prevention of financial crime You are passionate about technology and what we are doing here at Monzo excites you!
Monzo London, UK
May 27, 2019
Full time
At Monzo, we're building a bank that is fair, transparent and delightful to use. We’re growing extremely quickly, with over 1.7 million customers in the UK and over 100,000 new people joining every month. We’re looking for a pragmatic, collaborative and ambitious Technology Risk Analyst to join our second line of defence Risk team. Your role will focus on helping us understand and manage the risks arising from our use of technology. This will include areas such as the way we develop products, use cloud technology, operate our platform, integrate with third parties or respond and recover from incidents. You’ll be a part of a multi-disciplinary team to deliver effective risk management at Monzo and work closely with other risk professionals, as well as teams across the bank. We’re looking for someone who cares deeply about understanding our business, customers and risks and can communicate and drive actions.  You’ll spend your time: Partnering with teams to help develop new products and features by embedding good risk practices Conducting in-depth reviews to assess risks and controls Analysing and improving the resilience of our services and platform Helping implement and operate Monzo’s risk management framework Making risk meaningful and relevant to everyone at Monzo, and sharing best practice in clear easy to understand language Supporting our new risk leadership team and contributing to key high-impact projects Following up on incidents and collaborating with teams to find solutions You should apply if: You are early in your risk career with an appetite to learn You are passionate about technology, and what we are doing here at Monzo excites you! You have experience performing risk and control gap assessments in financial or technology environments You can provide effective challenge whilst building strong, respectful relationships You are hands-on, great at execution, and care about the day-to-day detail You are great at asking incisive questions to pick things up and act on them quickly You are comfortable working in a fast paced environment where the day to day job differs  Logistics : The application process consists of a short phone interview, followed by a task and technical screening, then a couple of on-site interviews at our office in London. We care deeply about inclusive working practices and diverse teams. If you’d prefer to work part-time or as a job-share, we’ll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance. We’re keen to make sure we’re designing a bank that works for everyone, so we particularly encourage applications from different underrepresented demographics. We offer a competitive salary plus  stock options and lots of other benefits.
Monzo London, UK
May 27, 2019
Full time
We’re looking for an Operational Risk Specialist to join our second line of defence providing support to core elements of the risk management framework. Like any other regulated bank, we need to make sure we’re compliant, but we want to do so whilst continuing with our agile “test and learn” approach to launching products. Unlike traditional banks operational risks are more significant than credit risk at this point and we need to build out the team. We’re looking for someone with operational risk experience who is also pragmatic and understands fintech.  Do you have core competencies in Conduct, Operational Resilience, Outsourcing or Assurance in addition to generalist operational risk experience? We want to hear from you. Monzo has been growing rapidly over the last year, and we are just getting started! You’ll spend your time: Leading and supporting key aspects of the implementation and operation of Monzo’s risk management framework Supporting our new risk leadership team to work on key projects that have an impact across business Partnering with teams to help develop new products and features by embedding good risk practices Following up on incidents that happen at Monzo and partnering with teams to find solutions, identify risks and controls and conduct in-depth reviews of different areas of the business Working within Conduct, Assurance, Outsourcing or Operational Resilience depending on your specialism Reviewing and assessing how customers behave, new product rollouts, or changes to operational processes impact our company risk profile Making risk meaningful and relevant to everyone at Monzo, and sharing best practice whilst adapting the language you use to speak about risk so that it is easy for everyone to understand You should apply if: You have developed in-depth experience in one or more core risk area You have worked in the banking, retail, consultancy or/and technology environment Confident in leading implementation of risk core elements and provide risk leadership Experience performing risk assessments and control gap assessments in financial or technology environments You’re great at providing effective challenge whilst building strong, respectful relationships You are hands-on, great at execution, and care about the day-to-day detail. You’re curious and collaborative - you’re great at asking incisive questions to pick things up and act on them quickly You’re comfortable working in a fast paced environment there the day to day job differs You’re passionate about technology, and what we are doing here at Monzo excites you! At Monzo, we believe there’s a better way to do banking We really care about providing a phenomenal experience for our customers, and we want to be the best possible bank without getting stuck in the old ways of doing things, or trying to duplicate risk management frameworks seen in other banks.  We’re at the start of our journey to serve a billion customers We’ve made some good progress so far! We now have more than 700 staff, over a million and half of lovely customers and a full UK banking licence. We have a current account and overdraft, and lots more services are planned. Logistics This role is based at our office in London. Our interview process consists of a 15 minute phone interview, a take-home task, a technical call, and a half-day on-site interview. Questions about this role? Head over to our careers page to read our FAQs (www.monzo.com/careers) or email  core-hiring@monzo.com