💼 About This Role

You'll lead error identification, management, and remediation across Monzo Bank Europe (MBEU), ensuring compliance with CBI expectations and the Consumer Protection Code. You'll drive root cause analysis and implement control improvements to prevent recurrence. This role offers the chance to shape error governance in a fast-growing digital bank.

🎯 What You'll Do

• Own and maintain a comprehensive Errors Log
• Define and implement a clear error taxonomy
• Coordinate customer remediation including refunds and compensation
• Lead root cause analysis to identify underlying issues
• Provide regular reporting to senior management and governance forums

📋 Requirements

• Experience in error management or operational risk within banking
• Strong understanding of CBI regulatory expectations and the Consumer Protection Code
• Proven experience managing customer remediation and redress processes
• Strong analytical skills with experience in root cause analysis and control design

✨ Nice to Have

• Experience in a digital bank or fintech environment
• Exposure to incident management and operational resilience frameworks
• Experience working with data, reporting, and dashboards

🎁 Benefits & Perks

• 💰 Incentive Awards tied to performance
• ⏰ Flexible working hours
• 🏝 34 days annual leave including public holidays
• 📚 €1,200 learning budget each year
• 🏥 Private healthcare scheme

📨 Hiring Process

Estimated timeline: 3-4 weeks

1. 1Recruiter Call· 30 min
2. 2Hiring Manager Call· 30 min
3. 3Technical and Behavioural Interviews· 2 hours