Monzo Bank

Product Operations

• Own the "0 to 1" operational build-out.
• Responsible for ensuring accurate movement of money when a merchant accepts a card payment, managing chargebacks smoothly, and delivering world-class support.
• Act as a source of knowledge within the product team on hardware support, chargeback handling, reconciliation, as well as regulation and schemes rules.
• Ensure accurate, efficient, compliant, and delightful design and delivery of key operational elements.
• Define how we handle problems like chargebacks, reconciliation issues, and hardware support, aiming for maximum automation while protecting Monzo and its merchants.
• Responsible for ensuring SLAs and KPIs are met and for making improvements where necessary.

Product Operations Manager, Merchant Acquiring

Business Analyst

• Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements
• Analysing large datasets and communicating key insights to stakeholders
• Creating and reviewing shift offerings to support business growth
• Showing the operational impact of supply and demand for potential changes to shift patterns
• Working closely with various teams to improve schedule quality and reduce errors
• Ensuring holiday utilisation remains within budget
• Deep-diving into schedule issues to improve schedules and increase schedule automation
• Managing mappings, service goals, and overall Verint backend configuration and setup

Senior Workforce Management Analyst, Fixed Term Contract

Operations

• Delivering high impacting end to end technical solutions
• Maintaining our SAAS tooling and relationships
• Supporting our wider TechOps team and Security collective
• Building and supporting innovative office tech
• Keep our platforms secure and available
• Automating our tools, processes and fixes

Senior TechOps Solution Specialist

Machine Learning Engineer

• Define and execute the strategic vision for ML across Operations and adjacent business areas
• Define reusable ML architectures and modelling standards adopted by multiple teams
• Guide the development of complex systems that serve as the foundation for multiple products and problem spaces
• Act as a senior technical authority, setting best practices and architectural patterns for ML across the organization
• Collaborate with Engineering, Product, and Leadership teams to integrate ML-driven solutions into core business processes
• Advocate for and implement responsible AI practices, ensuring fairness, robustness, and transparency in our models
• Mentor and coach ML practitioners at all levels, fostering a culture of continuous learning and innovation
• Engage with the broader ML community, sharing knowledge through conferences, blog posts, and open-source contributions

Senior Staff Machine Learning Scientist – Operations

Learning and Development

• Evaluating our research knowledge estate thoroughly (from the raw data, qual and quant, to reports and literature reviews) including relevant tooling and repositories, and how research is used across the organisation
• Identifying an operating model for research knowledge management at Monzo that will scale and meet identified user needs
• Creating the conditions for this model to be successful now and in future (scaling across markets, as well as growth and future needs)
• Defining how the data should be structured and catalogued to make it reusable and referenceable (including but not limited to metadata, taxonomies, etc)
• Defining a plan to update existing data
• Identifying and setting up tooling and/or integrations as needed
• Defining the rituals and cadences for building shared understanding
• Implementing the knowledge management operating model - launching and supporting, training all users, iterating based on initial feedback
• Futureproofing - setting up required rituals and checks for maintenance and updates
• Handing the system over to the research team - identifying and empowering champion users to not only maintain the system but also to use it to promote research insights, make connections, and engage with stakeholders to surface relevant research - an amplifier role that becomes especially critical in planning cycles

Research Knowledge Manager

Risk

• Providing second line oversight of issues, actions and controls monitoring as per the Operational Risk Procedures.
• Analysing Operational Risk data such as incidents, external regulation and risk event scanning to provide insights and identify any trend(s) and/or risk(s).
• Applying strong data analysis skills to update/maintain/monitor risk data in Google sheets and Looker to support the team in their oversight of operational risk.
• Supporting the implementation and operation of Monzo’s risk management framework by helping to embed oversight and monitoring.
• Supporting managers to conduct in-depth assurance and/or change reviews of different areas of the business either through data collection, analysis and/or concise, well written reports.
• Monitoring Operational Risk channels to ensure support and guidance is provided to other areas of the business and material risk(s) are escalated to the appropriate forums.
• Supporting our Operational Risk Managers on key projects that have an impact across the business.
• Driving management of our team actions, agendas, documentation, and coordinating team events.

Operational Risk Analyst

Financial Planning and Analysis

• Assisting review and validation of opex transactions for accuracy and correct cost allocation
• Maintaining cost tracking models (latest opex estimate), ensuring they reflect latest assumptions
• Preparing cost reviews/presentations, summarising spend to latest forecast, risks and opportunities
• Collaborating with non-finance teams to understand movements and update the opex estimate
• Contributing to the forecasting; collecting inputs, validating assumptions, and review packs.
• Assisting with the forecasting and budgeting process, consolidating submissions and checks.
• Maintaining clear cost models, documenting logic, with clear and concise outputs
• Providing supporting analysis for external audits and regulatory requests (as appropriate).
• Supporting Finance Analytics to automate manual reports into automated dashboards.
• Ensuring all meetings have an agenda, agreed actions, owners, follow ups and timelines.
• Supporting the preparation of process and training documentation within remit
• Upholding the behaviours and conduct that contribute to Monzo values and culture.

Finance Analyst

Recruitment

• Working with Hiring Managers to structure and run great hiring processes
• Helping hiring managers to identify skills they’re looking for and how best to assess these
• Ensuring that every applicant feels valued, respected throughout their application
• Refining hiring processes to make them simpler and more effective
• Using data to work out what’s going well and where things could be better

Tech Recruiter

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.