Incident & Crisis Framework Manager (1lod)

🚀 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 personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions 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 ❤️

Hear from our UK team about what it's like working at Monzo ✨

London/UK Remote | 💰£59,500 - £80,500 (depending on experience) + Benefits | Hear from the team ✨

⭐ About our the Operational Resilience Team

At Monzo, the effective management of Incidents and Crises is crucial to our Operational Resilience and ensuring the continuous delivery of our products and services. Disruptions can pose risks not only to our customers and the viability of our company but also to the broader financial system. Ultimately, we want to provide our customers with services that are there when they need them, so they can transfer funds, use their cards, access the mobile app, or talk to customer services as they expect. It’s all part of our mission to ‘make money work for everyone’.

To achieve this, we focus on protecting the products and services that would cause the most harm to us and our customers if they were to break. These are known as our Important Business Services (IBS), and we are committed to understanding how they operate, what could disrupt them, ensuring they are resilient to a range of scenarios, and that we do all of this in compliance with the relevant rules and regulations.

The Operational Resilience team is responsible for defining what is critical to the operation of Monzo and our IBS. We ensure the right plans are in place for when things go wrong, that they’ve been tested, and that we have an incident and crisis management structure in place to allow for problems to be identified and solved efficiently. We also ensure Monzo adheres to relevant regulations and can demonstrate how this has been achieved.

The Operational Resilience team sits within the 1st line Risk & Control Discipline (RCD), which supports all Collectives (Departments) across Monzo. RCD comprises multiple teams of Risk & Control Business Partners and risk experts who offer each business area tailored guidance and support on how to stay compliant with regulations, make risk-based decisions, respond when things go wrong, and design controls that mitigate risk.

🚀 About the Role:

As our Incident & Crisis Management Framework Lead, you will be pivotal in developing, implementing, and continuously managing Monzo's Incident and Crisis Management framework. This role is key to ensuring the bank's ability to withstand, adapt to, respond to, recover from, and learn from operational disruptions, working collaboratively with the wider Operational Resilience team and reporting into Monzo’s Head of Operational Resilience.

Responsibilities will include…

• Framework Ownership: Maintaining, maturing, and communicating the Incident Management Policy and wider Framework (including associated standards, procedures, and guidance). This includes training colleagues with relevant roles and responsibilities and ensuring the policy aligns with regulatory requirements, industry best practices, and Monzo’s overall risk management framework.
• Business Support & Enablement: Supporting business teams with their incident response roles and responsibilities throughout the incident and crisis management lifecycle. You'll ensure they are well-equipped to identify, log, triage, manage, escalate, and close incidents and crises effectively.
• Communication & Culture: Communicating effectively on Incident and Crisis Management matters and promoting a culture of resilience throughout the organisation. This will involve participation in risk committees, Collective Governance meetings, and All-Hands sessions.
• Continuous Improvement: Driving post-incident reviews, root cause analysis, and continuous improvement initiatives to enhance our response capabilities.
• Regulatory Compliance: Monitoring and interpreting evolving operational resilience regulations and supervisory expectations to ensure Monzo's Incident and Crisis Management approach remains compliant. This includes managing and coordinating responses to relevant regulatory inquiries and requests.
• Reporting: Preparing and presenting reports on Monzo's Incident and Crisis Management capability to the Conduct and Operational Risk Committee.
• Preparedness & Testing: Supporting the delivery of scenario tests, workshops, and simulations, helping to identify resilience weaknesses and areas of improvement. 
• Trend Analysis: Oversee monthly horizon scanning and incident trend analysis process, feeding into Operational Risk reporting and the Operational Resilience Forum.
• Plan Effectiveness: Ensuring that incident and crisis management plans are developed, understood, regularly tested, and maintained effectively. You will identify areas for improvement and ensure lessons learned are incorporated into future planning and training.
• International Expansion: Supporting the delivery of Incident and Crisis Management requirements in Monzo EU and US, ensuring alignment across all jurisdictions.
• DORA & Emerging Regulations: Supporting the implementation of relevant Digital Operational Resilience Act (DORA) requirements, as well as entity-specific Incident and Crisis Management rules as they emerge.

🤩 We’d love to hear from you if you have:

• Proven Experience: A strong background in banking or fintech, with demonstrable experience in Incident Management, Crisis Management, and/or Operational Resilience.
• Tooling Proficiency: Skilled in leveraging advanced incident management tools (e.g., Jira Service Management, incident.io, PagerDuty, Slack) and an interest in how AI-powered solutions can optimise response times and processes.
• Influencing & Collaboration Skills: The ability to effectively influence and collaborate with diverse, cross-functional teams and engage confidently with executive-level stakeholders.
• Exceptional Communication: A talent for communicating complex information clearly and concisely to both technical and non-technical audiences, facilitating discussions, and knowing when to push back or seek buy-in.
• Strategic & Proactive Mindset: A proactive approach to identifying opportunities to enhance incident and crisis management processes through data-driven insights and innovative strategies, ensuring alignment with business objectives..
• Adaptability & Resilience: The ability to thrive in a fast-paced, ambiguous, and evolving environment, remaining adaptable, proactive, and resilient.
• Execution & Organisation: A hands-on approach with excellent execution skills, experience managing multiple deadlines through to completion, and meticulous attention to detail.
• Autonomy & Prioritisation: You're a self-starter, comfortable making prioritisation decisions and working autonomously.
• Passion for Monzo's Mission: Genuine excitement about helping Monzo scale in a compliant, thoughtful, and controlled way, and a passion for our mission to make money work for everyone.
• Bridging & Representation: The ability to meet people where they are, act as a bridge between internal teams, and represent Monzo effectively before auditors, regulators, and our board.

🙌 What’s in it for you

💰 £59,500 - £80,500 (depending on experience) ➕share options.

📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London)

⏰ 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. 

📚 £1,000 learning budget each year to use on books, training courses and conferences.

🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. 

➕ Plus lots more! Read our full list of benefits.

🌈 The application journey has 3 key steps

• 30 minute call with a Monzo Recruiter
• Short video-call with the Hiring Manager (Ideally across 11th, 12th, 13th June)
• Full-Loop Interviews (2 x video interview lasting between 45 mins - 60 mins  - Ideally across w/c 16th June)

This process should take around 2-3 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. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to business-hiring@monzo.com

You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

⏳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-REMOTE

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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 blog, 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

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 😊