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.
Lead and develop a high-performing team of Strategy Analysts dedicated to improving vulnerability, accessibility, inclusion, and bereavement outcomes.
Drive strategy and delivery by translating VAIB priorities into actionable projects and overseeing customer-centric treatment strategies.
Champion cross-functional collaboration with Operations, Product, Risk, Data, and Engineering to embed VAIB considerations into all products and services.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, and investments. With a strong focus on inclusivity and customer experience, Monzo fosters a diverse and flexible working culture.
Partner with external teams to ensure partner risk standards are consistently applied across global operations and controls.
Conduct risk assessments, maintain accurate records, and oversee control reviews to guarantee effectiveness.
Drive remediation of issues and incidents, challenging progress and ensuring closure evidence meets standards.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business bank accounts, savings, investments, and credit cards with a focus on financial education and award-winning customer service. With a long history of innovation, the company operates across the UK and is expanding globally, supported by a diverse and inclusive team.
Provide empathetic support to customers facing financial, mental health, or accessibility challenges.
Handle escalations and sensitive calls, including thoughts of self-harm and addiction issues.
Work with customers to adjust account settings and connect them with tools for financial control.
Monzo is a digital bank on a mission to make money work for everyone. The company focuses on accessibility and customer wellbeing, fostering a supportive and inclusive culture.
Defines partner estate strategy and ensures alignment with Monzo's business goals.
Leads portfolio governance, prioritization, and resource allocation for maximum impact.
Drives cross-functional collaboration to optimize processes and deliver strategic outcomes.
Monzo is on a mission to make money work for everyone, offering banking, savings, and investments. We have grown from a prepaid card to a full-service bank, with a culture focused on problem-solving and customer-centric innovation.
Taking escalations from fellow Customer Service Advisors and supporting customers via telephone and in-app chat.
Helping vulnerable customers with addictions, financial difficulties, and accessibility needs through tailored adjustments.
Advising fellow advisors on tone of voice, phrasing, and actions for handling sensitive conversations.
Monzo is a digital bank on a mission to make money work for everyone, offering accounts, savings, investing, and pensions. With an award-winning customer service and an inclusive culture, Monzo has grown significantly over the last 10 years.
Own your partner relationships as the main ongoing relationship owner.
Lead partner governance, planning monthly reviews and QBRs.
Manage contracts, commercial activity, and financial oversight.
Monzo is a digital bank on a mission to make money work for everyone. They have grown significantly and foster an inclusive culture with a diverse, global team.
Act as a vital bridge between Monzo and external partners to ensure they feel like a true extension of the team.
Manage day-to-day service delivery, quality, customer satisfaction, and risk management with site leaders in South Africa.
Translate strategic business goals into actionable steps for partner management, and oversee change execution and domain forecasting.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business bank accounts, savings, investments, and pension services. With a focus on customer-centric innovation, they have grown significantly in the UK and maintain an award-winning customer service team.
Lead the Fraud & Disputes Risk team, developing strategies across authorised, unauthorised, first-party fraud, and disputes specialisms.
Build strong relationships with Product, Engineering, Data, and Operations to design effective fraud controls, investigation processes, and reporting.
Champion a positive team culture, mentor team members, and ensure key fraud initiatives stay on track.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and more. With over 10 years in the UK and a growing team, they are known for their customer-centric approach, award-winning service, and innovative financial products.
Design and deliver complex programmes across multiple teams and external partners.
Translate strategic objectives into actionable roadmaps and lead cross-functional coordination.
Drive programme delivery from kickoff to BAU handover, ensuring governance and risk management.
Monzo is a digital bank offering personal and business accounts, savings, investments, and pensions. With a mission to make money work for everyone, they have a large team and a culture of innovation and inclusion.
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.
Leading independent validation across Monzo's credit model portfolio, ensuring models are fit for purpose and well governed.
Reviewing and challenging key credit risk assessments, including impairment, ICAAP, and stress testing, using independent analysis.
Improving the Model Risk Framework and writing clear validation reports for committees.
Monzo is a digital bank on a mission to make money work for everyone, offering personal and business accounts, savings, investments, and pensions. With a long history of creating magical customer moments and award-winning service, Monzo has a growing team and a culture focused on innovation and financial education.
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.
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.
Connect Product and Operations teams to align priorities.
Champion the Change team's impact through data and reporting.
Monzo is a digital bank on a mission to make money work for everyone, offering a range of banking products and services. They have a customer-focused culture and prioritize diversity and inclusion.