Risk & Control Manager, Customer Operations

🚀 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 ✨

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📍London, Cardiff or Remote | 💰£60,000 - £80,000 (dependent on experience) + Benefits

⭐️ About the role

We are looking for a Risk & Controls Manager to help our Risk & Control Discipline partner with key operational areas ( and ensure we successfully roll-out and embed our risk management framework and change controls across the first line.

Senior Risk & Control Managers are responsible for leading risk business partnering for one or more areas across Customer Operations to foster a risk-based decision making culture, provide guidance on regulatory compliance in conjunction with Monzo’s second line of defence and advise on correct governance paths. They also make sure area key risk indicators are well-defined and understood, monthly MI and reporting packs are created and risk and control assessments are completed appropriately.

🔑 You’ll play a key role...

As a Risk & Control Manager, you will use your passion for risk and control to support the Customer Operations space, helping our teams stay in control as they build and ship at pace. Monzo is a fast-paced and ever changing environment, so flexibility, and the ability to pivot and focus on different operations domains as needed, is a must.

Teams across the first line in Monzo seek guidance from the Risk & Control Discipline on how to ensure they are compliant with regulations and Monzo’s Enterprise Risk Management Framework and they also rely on us to create a risk aware culture that distinguishes Monzo in both banking and technology.

Within the Operations space, you will lead the way in real-time risk management by defining and building a scalable set of change procedures, accurately identifying and documenting issues and controls, and change risk assessments are completed in good time across operations domains.

Your day-to-day:

• Lead change risk assessments - both general risk and control self-assessments associated with operations product process and/or tooling changes
• Support the first line in developing and improving controls that protect our customer and business needs now and in the future
• Ensure governance-related requirements are met - including documentation and approvals
• Manage and report on the risk and control environment (risks, controls, issues, incidents, remedial actions, etc.) for our operations product domain
• Manage regulatory and audit deadlines and submissions
• Help innovate and improve on the effectiveness of governance and risk management process to ensure they work for Monzo
• Help embed robust regulatory, conduct, and operational risk practices and culture
• Foster positive and collaborative relationships across the three lines of defence

🤩 We’d love to hear from you if…

• You have considerable risk and control experience, across operational and conduct risk, pertaining to customer support operations in a regulated environment
• You have a demonstrable ability to lead risk assessments for operational and product change, with a data-led approach to risk identification, assessment and treatment.
• You have an understanding of The Consumer Duty and experience applying these regulations and principles to day-to-day work
• You have experience with control testing, and issue and action management
• Youʼre excited about helping Monzo scale in a compliant, thoughtful and controlled way
• Youʼre resilient and comfortable working in a fast paced and ambiguous environment where the day to day job is constantly evolving and changing
• You are able to meet people 'where they're at', be a bridge between internal teams, and represent Monzo before auditors and regulators
• You're a self-starter, and able to work independently and make prioritisation decisions

The Interview Process 🌈

• A talk with a member of the hiring team
• An initial call with the hiring manager
• 2 x 45-60 minute interviews (Technical and Behavioural) conducted via GoogleMeet

Our average process takes around 2-3 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on business-hiring@monzo.com

We will close this advert once we have enough applications to advance. Please submit your application as soon as possible to make sure you don’t miss out.

Thinking about using AI in your application? Check out our guidance here 🤖

What’s in it for you:

💰£60,000 - £80,000 (dependent on experience) ➕ plus stock options & benefits

📍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, at times that suit you and your team.

📚 Learning budget of £1,000 a year for training courses and conferences ➕ And much more, see our full list of benefits here

🏡 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.

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