Monzo Bank

Financial Crime

• Investigating complex or high-risk anti-money laundering alerts on business accounts
• Responsible for recommending Suspicious Transaction Reports (STR) to Monzo Bank EU
• Making business onboarding decisions in high-risk or complex cases
• Conducting ongoing due diligence on high-risk business accounts
• Providing financial crime expertise and support to other operational teams across the business

Senior Financial Crime Investigator, Fluent Spanish and English

Product Designer

• Embedding the long-term design vision for support experiences at Monzo, shaping how customer-facing journeys, internal systems, and human service connect into one coherent ecosystem.
• Leading large, end-to-end design initiatives across ambiguous problem spaces, spanning AI-enabled help experiences, internal tooling, and operational workflows.
• Designing with a service mindset, understanding what happens beyond the interface and shaping the real-world impact of your design decisions.
• Designing across touchpoints; from the app, to the phone, to human support.
• Navigating tradeoffs and guiding strategic decisions in an opinionated way.
• Coaching the other Ops Collective designers by helping them to embed the vision in their work, running design crits and supporting them to shape their work.
• Continuing to raise the bar for design craft and product excellence at Monzo, ensuring your work is a benchmark for quality and innovation across the organisation and our industry.
• Partnering with cross-functional leaders to define and execute product strategies that translate into actionable plans you help build and ship.
• Proactively addressing systemic challenges, reducing complexity, and creating better conditions for teams to deliver impactful work.
• Acting as a visible ambassador for Design, sharing your work and its impact across the company to maintain Design’s place at the heart of Monzo.
• Mentoring and levelling up designers across the discipline, fostering a culture of growth, collaboration, and belonging.

Senior Lead Product Designer, Operations

Full-stack Engineer

• Expect to be hands on and deeply technical with code and infrastructure, using your software engineering and system building skills and expertise to lean in and solve deep technical challenges
• Partner with the Engineering Director for Customer Operations and other ICs to provide technical leadership around resiliency across Monzo
• Build a deep understanding of our customer journeys and infrastructure and then work to strengthen the infrastructure and tooling to build consistent experiences at scale; enhancing the tools, patterns and guardrails that make high-quality customer experience choices the easy ones
• Work collaboratively with product, data and operational leaders to identify and execute on opportunities that further the organisation's goals and strategy, bringing the right level of clarity, urgency and rigour as appropriate.
• Oscillate between contributing to high-level planning and strategy and organisational leadership and diving deep into the execution of problems and getting hands-on as necessary.
• Work on solving multi-faceted optimisation problems at scale, such as how to maximise the leverage of technologies like LLMs, traditional machine learning, and efficient end to end systems.
• Keep a high bar for technical excellence in the collective, through your own work, highlighting the work of others and calling out when things haven't quite met the bar.
• Use your expert knowledge and experience to lead architectural discussions for the most complex systems in the collective. You’ll do this in order to arrive at solutions that are robust and optimal given the context
• Foster a culture of quality within your collective. Proactively champion measures to test work, and make this easy
• Pro-actively mentor, sponsor and up-level engineers

Senior Staff Engineer, AI Customer Operations

Project Manager

• Project management of our most complex changes which require co-ordination across many teams across Operations (e.g. implementing new strategies for Operational Domains which involve product and operating model improvements).
• Enabling stakeholders to have oversight of upcoming changes and risks being managed, as well as developing, managing and inputting into plans for future changes.
• Setting high standards and implementing the right practices to mature how we plan and deliver change across Ops by acting as a role model for change.
• Proactively building and maintaining strong partnerships with disciplines across the business, navigating conflicting priorities and setting the bar for creating effortless experiences through every change.

Customer Operations, Project Manager

Customer Support

• You know what great customer support looks like and you're passionate about delivering it at scale
• Investigate and resolve customer complaints and disputes in a professional and empathetic manner
• Providing the best customer support by talking directly and honestly with our customers through a variety of different mediums
• Developing a deep understanding of what our community really wants from a digital banking product and helping us prioritize what we build accordingly
• Proactively spotting patterns in customer feedback to see where we can make positive changes to our processes, tools, or product
• Working closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Dealing with tricky payments-related queries; investigating when things go wrong and making sure we set it right
• Supporting other members in the customer support team by being a point of escalation and mentoring new joiners. Making sure the rest of the company stays customer-focused and fixated on building the best banking product in the world

Customer Support Representative

Operations

• Investigating transaction monitoring flags for unusual activity encompassing fraud and money laundering
• Using tools to build a timeline of a financial crime inquiry and deliver fair decisions promptly
• Engaging with partner bank and third party vendors about reports of fraudulent behavior
• Providing analysis and data to support the optimization of fraud controls

Fincrime Customer Operations Specialist

Analyst

• Optimising service delivery and ensuring efficient staffing
• Managing real-time customer demand and performance
• Identifying trends and collaborating to maintain high service levels
• Conducting deep dives to identify issues

Service Analyst, Workforce Management

Manager

• Lead a squad of approximately 12 advisers.
• Responsible for their professional development, providing hands-on coaching and support.
• Drive exceptional performance, guide your team through challenging situations, and celebrate their successes.
• Be the voice of your team, sharing insights and feedback with leadership.
• Play a key role in interviewing and growing the next generation of VAIB specialists.

Vulnerable Customer Team Manager

Product Operations

• Supporting partner selection and managing relationships with new partners and payment schemes.
• Carrying our research into new markets, payment solutions, and potential partnerships.
• Managing implementation projects with third parties: coordinating onboarding, contracting, and programme delivery.
• Coordinating adherence processes for new payment schemes.
• Partnering with engineering, product, and Ops teams to build, launch, and run new payment systems in Europe.
• Building new back office processes to manage and scale EU payment systems.
• Seeking out and prioritising issues to facilitate continuous improvement post-launch.
• Establishing processes to manage performance for our partners and operations.

Product Operations Manager – EU Payments

Security Analyst

• We are seeking 2 highly motivated and passionate individuals to join our Security team at Monzo for placement for a duration of 12 months.
• This year in placement offers an opportunity for students pursuing studies in Information Security to gain practical experience in a dynamic fintech environment.
• It will consist of two six-month rotations in our Information Security and Security Operations Squads.
• Work with the rest of the business to onboard high priority suppliers and partners while managing the associated security risk.
• Get involved in improving how we manage Security at Monzo. We want to leverage new technologies such as generative AI to transform traditional approaches to Security.
• Understand how to support the business to delivery change safely by assessing and helping to mitigate any security risks associated with the change, including product launches.
• Engage with our Security Engineering, Offensive Security, Security Operations and Data Protection teams in everything that you do at Monzo.
• This will give you exposure to a wide variety of security domains.
• Experience working with our 1st, 2nd and 3rd line risk teams when they are delivering Internal Audits, completing 2nd line risk reviews or controls testing.
• Participate in promoting a security-conscious culture throughout the organisation.
• Support us in making sure we’re compliant with relevant laws and regulations.
• Assist in monitoring security events and alerts using security information and event management (SIEM) tooling.
• Analyse security event data to identify potential indicators of compromise (IOCs) and security incidents.
• Collaborate with incident response teams to escalate and investigate security incidents.
• Participate in security incident response activities, including containment, eradication, and recovery.
• Document incident response procedures and outcomes for post-incident analysis and improvement.
• Contribute to the collection and analysis of threat intelligence data to identify emerging threats and trends.
• Assist in integrating threat intelligence feeds into security operations processes for proactive threat hunting.
• Contribute to the tuning and configuration of security tools to improve detection accuracy and reduce false positives.

Procurement

• Owning and delivering strategic procurement and category strategies across Technology and Engineering spend, aligned to Monzo’s long-term priorities.
• Partnering closely with senior Technology and Engineering leaders to shape decisions early, improving commercial outcomes and decision quality.
• Leading complex sourcing, negotiation, and contracting activity for high-value, multi-year technology agreements.
• Helping stakeholders understand and navigate trade-offs around cost, resilience, speed, scalability, and vendor lock-in.
• Exercising strong commercial judgement - knowing when to optimise for long-term value and when to prioritise speed and flexibility in a fast-moving fintech environment.
• Working collaboratively with Legal, Risk, Compliance, Security, and Finance to ensure commercial decisions appropriately manage risk without introducing unnecessary friction.
• Acting as a role model for modern, strategic procurement and contributing to the ongoing evolution of the procurement function at Monzo.

Senior Procurement Manager

• Drive customer excellence through proactive team leadership, data-backed coaching, and a culture of continuous improvement which delivers high performance levels.
• Act as a subject matter expert, supporting your team and coaching them to be the best they can be.
• Ensure all customer support activities comply with relevant regulations and standards. Promote a culture of compliance and risk management within the team to enhance operational integrity and quality.
• Be motivated to continually improve the service your team is providing to improve customer satisfaction and drive down complaint volumes.
• Operate as a bridge between customer support and the product team, to ensure customer feedback is being taken onboard.

Operations Manager, Telecoms

Customer Success Manager

• Executing customer lifecycle CRM journeys across multiple touch points.
• Working closely with team members to collaborate and help deliver a range of campaigns across multiple channels.
• Monitoring campaign performance and ensuring campaigns are executed safely.
• Quality Checking Campaigns (helping to check through the set up thoroughly as a second pair of eyes before launch).
• Collaborating with other CRM Managers in developing effective segmentation strategies to target relevant audiences for each campaign.
• Delivering campaigns with a test and learn data driven approach.
• Owning existing processes and ‘always-on’ campaigns within the team, and keeping these documented and up to date.

CRM Manager

Compliance

• Play a key role in the development and execution of the 2nd line of defence approach for the review of prudential regulatory reporting, including interpretation of regulatory reporting guidance and rules.
• Provide independent challenge for regulatory rule interpretations as well as reviewing the 1st Line of Defence interpretations of relevant regulatory rules, providing oversight and challenge for regulatory capital resource/requirements rule interpretations and regulatory reporting
• Support reviews of the internal controls framework used for regulatory reporting, making recommendations for ensuring effective compliance.
• Review and interpretation of upcoming prudential policy (e.g. Basel 3.1), including PRA SoP, Consultation papers, policy and supervisory statements, including analysis of the impact on Monzo.
• Review the impact of new products and business change, for example internal expansion, on Monzo’s financial risk profile and prudential regulatory compliance.
• Support the 2nd line risk oversight and review of the ICAAP in line with Monzo’s approach, regulatory expectations and industry best practice.
• Conduct discrete pieces of assurance to support the strengthening of risk and controls in Monzo.
• Develop strong relationships with colleagues to support the embedding of prudential compliance activity.
• Support the review of financial models used for financial forecasting and capital planning (including the ICAAP)
• Support the 2nd line risk oversight and review of the ICAAP and Recovery and Resolution Planning in line with Monzo’s approach, regulatory expectations and industry best practice.

Prudential Regulatory Risk Analyst

Risk

• Produce monthly risk reports, ensuring they meet Group requirements.
• Be the primary point of contact for data related or technical risk reporting queries across Monzo.
• Handle core risk reporting admin, such as user access, workflow maintenance, and configuration.
• Own data quality in risk reports, making sure risk data and formulas are accurate, consistent, and meaningful. You’ll manage issue resolution and enhancement requests.
• Look for opportunities to streamline processes, automate tasks, and improve the usability of our risk reporting.
• Develop and maintain risk Looker dashboards (we use this to visualise data from our GRC tool).
• Create and maintain user-facing documentation, training, and process guidance.
• Support the operation of the Enterprise Risk Management Framework (ERMF), including preparing materials for Group Executive and Board risk reporting, and handling data requests from our Subsidiaries.
• Help drive the Group Risk Culture agenda.
• Tackle other ad-hoc tasks to support the Group Risk team on frameworks, systems, and projects.