Monitoring key risk indicators, including FOS referral and overturn rates, to spot emerging trends and opportunities for improvement.
Carrying out root cause analysis and deep dives into FOS referrals and outcomes to understand what's driving complaints and decisions.
Turning complex data into clear, actionable insights and recommendations that help teams address underlying issues.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. The company has grown significantly over the last decade in the UK and fosters an inclusive culture with a focus on diversity and equal opportunities.
Leading and developing a team of Complaints Lead Experts to deliver high-quality technical advice.
Owning and improving the complaints policy framework to meet regulatory expectations and ensure consistency.
Partnering with Product, Legal, Risk, Compliance and Operations to embed policies that improve customer experiences.
Monzo is a digital bank that aims to make money work for everyone by providing world-class support and transparent banking. They have a diverse and welcoming team culture, offering flexible working and learning budgets.
Lead, coach, and develop a team of Complaints Lead Experts to deliver high-quality technical advice.
Own and improve the complaints policy framework to ensure consistency, effectiveness, and regulatory compliance.
Use insights from quality assurance and FOS outcomes to drive strategic improvements and fair customer outcomes.
Monzo is on a mission to make money work for everyone, offering personal and business banking, savings, investments, and pensions with a focus on simplicity and financial education. With a diverse team and a culture of inclusion, we have grown significantly in the last 10 years in the UK and are committed to creating magical moments for our customers.
Own global risk controls for Exit & Defunds, Law Enforcement, and Acceptable Use Standard across MBL and MBEU.
Use data and trend analysis to monitor control effectiveness, identify emerging threats, and strengthen controls.
Act as a domain expert, leading cross-functional initiatives with Product, Operations, and Engineering teams.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business bank accounts, savings, investments, and pensions. With over 10 years of growth in the UK and award-winning customer service, we thrive on solving problems and changing lives through innovative financial products.
Lead complex VAIB workstreams, balancing customer needs, regulatory expectations, and operational goals.
Use data and customer insights to identify systemic barriers and drive evidence-based improvements.
Partner with Product, Engineering, and Operations to embed inclusive considerations into customer journeys.
Monzo is a digital bank on a mission to make money work for everyone, offering a range of banking products and services. They foster an inclusive culture with a diverse team and a focus on customer needs.
Investigate root causes of operational issues, analyzing data and conducting qualitative research to drive measurable improvements.
Deliver projects from planning through execution, coordinating cross-functional teams and external partners.
Synthesize insights into actionable recommendations, authoring business cases and stakeholder briefing materials.
Monzo is on a mission to make money work for everyone, offering personal and business bank accounts, savings, investments, and more. With a long history of creating magical moments through hot coral cards and award-winning customer service, they are a growing fintech company focused on solving problems and changing lives.
You will provide second-line oversight of key prudential regulatory deliverables, including ICAAP, Recovery Plan, and Resolution Planning.
You will interpret regulatory change, challenge financial models used for forecasting and stress testing, and build strong relationships across the three lines of defence.
You will conduct assurance reviews and support the embedding of prudential risk management activity to help Monzo grow safely.
Monzo is a UK digital bank on a mission to make money work for everyone, offering personal and business accounts, credit cards, savings, and investments. With a focus on solving problems and changing lives, Monzo has grown significantly over the last decade and is known for its award-winning customer service and inclusive culture.
Draft and review responses to complex customer and regulatory complaints, ensuring compliance and identifying potential risks.
Log and track complaint cases in a GRC tool, monitor deadlines, and escalate complex issues.
Maintain knowledge of consumer protection regulations like Reg E and UDAAP while supporting audits and reporting.
Coastal Community Bank is a modern bank combining strong financial infrastructure with Banking-as-a-Service and fintech enablement. It has an entrepreneurial, fast-moving culture focused on impact, speed, and continuous improvement.
Strengthen payment performance across a large-scale international digital marketplace by identifying issues and improving authorization rates.
Conduct root-cause investigations into payment funnel drop-offs and analyze performance across 17+ payment service providers.
Collaborate with cross-functional teams like Product, Engineering, Data Science, and Fraud to drive measurable improvements in conversion.
Jobgether uses AI-powered matching to connect candidates with hiring companies, focusing on efficient and objective application review. They are an international platform supporting remote work and professional development.