Errors Manager at Monzo

DublinFull-timeOperationsPosted 6 days ago

About the Role

<div class="content-intro">🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as <a href="https://monzo.com/current-account/personal">personal</a> and <a href="https://monzo.com/business-banking">business</a> bank accounts, we offer <a href="https://monzo.com/current-account/joint-account">joint accounts</a>, <a href="https://monzo.com/current-account/16-17">accounts for 16-17 year olds</a>, a <a href="https://monzo.com/current-account/under-16s">free kids account</a> and <a href="https://monzo.com/flex">credit cards</a> in the UK, with more exciting things to come beyond. Our UK customers can also <a href="https://monzo.com/savings">save</a>, <a href="https://monzo.com/investments">invest </a>and <a href="https://monzo.com/pensions">combine their pensions</a> with us.  With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ <hr>  </div>📍Dublin | 💰 €54,700 - €66,690 + Incentive Awards tied to your performance ➕ benefits | <a href="https://www.youtube.com/watch?v=U62l09nB0M4">Hear from the team</a> ✨ ⭐ About the role: We are looking for an Errors Manager to lead the identification, management, and remediation of errors across Monzo Bank Europe (MBEU). This is a key role within the Risk & Controls function, ensuring that customer-impacting and operational errors are managed effectively, remediated promptly, and prevented from recurring — in line with Central Bank of Ireland (CBI) expectations and the Consumer Protection Code. You will play a critical role in protecting customers, strengthening our control environment, and ensuring we operate with transparency, accountability, and high standards of governance. You'll work closely with teams such as Customer Operations, Finance, Product, Engineering and be a trusted advisor on error management and customer outcomes. 🔑 You'll play a key role in... Error Identification & Management <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Own and maintain a comprehensive Errors Log, ensuring all errors are captured, classified, and tracked consistently</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Define and implement a clear error taxonomy (type, severity, customer impact, root cause)</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure timely identification and escalation of material errors</li> </ul> Correction & Customer Redress <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure all errors are corrected without delay, in line with regulatory expectations</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Coordinate customer remediation, including refunds and compensation (with interest where applicable)</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Oversee clear and transparent customer communications</li> </ul> Regulatory Compliance (CBI / CPC) <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure compliance with the Consumer Protection Code and other applicable CBI requirements</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Assess and manage regulatory reporting obligations (including notification of material errors to the CBI where required)</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Maintain a strong audit trail and evidence base for all error handling activities</li> </ul> Root Cause Analysis & Prevention <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Lead root cause analysis (RCA) to identify underlying issues</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Distinguish between isolated incidents and systemic failures</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Partner with business, product, and engineering teams to implement control improvements and prevent recurrence</li> </ul> Governance & Reporting <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Provide regular reporting to senior management and governance forums (e.g. ERC, Conduct Committees)</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Track key metrics such as error volumes and trends, customer impact, time to defect and remediate, repeat errors</li> </ul> Incident Management & Operational Resilience Support <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Support the Operational Resilience Manager in managing incidents with customer or financial impact</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ensure alignment between incident and error management, including tracking and remediation</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Contribute to incident reporting and post-incident reviews, feeding learnings into control improvements</li> </ul> 🤩 We’d love to hear from you if have… <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience in error management, operational risk, or a similar function within banking or digital banking</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Strong understanding of CBI regulatory expectations and the Consumer Protection Code</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Proven experience managing customer remediation and redress processes</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Strong analytical skills, with experience in root cause analysis and control design</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Ability to operate in a fast-paced, evolving environment</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Excellent communication skills — able to engage with both operational teams and senior stakeholders</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience working with data, reporting, and dashboards</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Experience in a digital bank / fintech environment</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">Exposure to incident management and operational resilience frameworks</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">You’re excited about helping Monzo scale in a compliant, thoughtful and controlled way</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">You are a self-starter, and able to work independently and make prioritisation decisions</li> </ul> 🙌 What’s in it for you 💰€54,700 - €66,690 + Incentive Awards tied to your performance 📍This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week ⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team 🏝 Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays) 📚 €1,200 learning budget each year to use on books, training courses and conferences 🏥 Private healthcare scheme 💰 Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6% 💛 Wellbeing benefits: financial education, women’s and men’s health support, mental health benefits, including coaching and counselling 🌈 The application journey has 3 key steps <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">30 min call with the Recruiter</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">30 min call with the Hiring Manager</li> <li style="font-family: helvetica, arial, sans-serif; font-size: 10pt;">2 hours of technical and behavioural interviews</li> </ul> This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. <a href="https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo">You can read them here.</a> We’ll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.  #LI-MOS1<div class="content-conclusion"><hr> Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our <a href="https://monzo.com/blog/diversity-and-inclusion">blog</a>, 2024 <a href="https://monzo.com/blog/our-2024-diversity-and-inclusion-report" target="_blank">Diversity and Inclusion Report</a> and 2024 <a href="https://monzo.com/blog/an-update-on-our-gender-pay-gap-2024">Gender Pay Gap Report.</a> We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊</div>

About the Role

Related Roles