📍Dublin | 💰 €54,700 - €66,690 + Incentive Awards tied to your performance ➕ benefits | Hear from the team ✨

⭐ About the role:

We are looking for an Errors Manager to lead the identification, management, and remediation of errors across Monzo Bank Europe (MBEU).

This is a key role within the Risk & Controls function, ensuring that customer-impacting and operational errors are managed effectively, remediated promptly, and prevented from recurring — in line with Central Bank of Ireland (CBI) expectations and the Consumer Protection Code.

You will play a critical role in protecting customers, strengthening our control environment, and ensuring we operate with transparency, accountability, and high standards of governance. You'll work closely with teams such as Customer Operations, Finance, Product, Engineering and be a trusted advisor on error management and customer outcomes.

🔑 You'll play a key role in...

Error Identification & Management

• Own and maintain a comprehensive Errors Log, ensuring all errors are captured, classified, and tracked consistently
• Define and implement a clear error taxonomy (type, severity, customer impact, root cause)
• Ensure timely identification and escalation of material errors

Correction & Customer Redress

• Ensure all errors are corrected without delay, in line with regulatory expectations
• Coordinate customer remediation, including refunds and compensation (with interest where applicable)
• Oversee clear and transparent customer communications

Regulatory Compliance (CBI / CPC)

• Ensure compliance with the Consumer Protection Code and other applicable CBI requirements
• Assess and manage regulatory reporting obligations (including notification of material errors to the CBI where required)
• Maintain a strong audit trail and evidence base for all error handling activities

Root Cause Analysis & Prevention

• Lead root cause analysis (RCA) to identify underlying issues
• Distinguish between isolated incidents and systemic failures
• Partner with business, product, and engineering teams to implement control improvements and prevent recurrence

Governance & Reporting

• Provide regular reporting to senior management and governance forums (e.g. ERC, Conduct Committees)
• Track key metrics such as error volumes and trends, customer impact, time to defect and remediate, repeat errors

Incident Management & Operational Resilience Support

• Support the Operational Resilience Manager in managing incidents with customer or financial impact
• Ensure alignment between incident and error management, including tracking and remediation
• Contribute to incident reporting and post-incident reviews, feeding learnings into control improvements

🤩 We’d love to hear from you if have…

• Experience in error management, operational risk, or a similar function within banking or digital 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
• Ability to operate in a fast-paced, evolving environment
• Excellent communication skills — able to engage with both operational teams and senior stakeholders
• Experience working with data, reporting, and dashboards
• Experience in a digital bank / fintech environment
• Exposure to incident management and operational resilience frameworks
• You’re excited about helping Monzo scale in a compliant, thoughtful and controlled way
• You are a self-starter, and able to work independently and make prioritisation decisions

🙌 What’s in it for you

💰€54,700 - €66,690 + Incentive Awards tied to your performance

📍This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week

⏰ 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

🏝 Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

📚 €1,200 learning budget each year to use on books, training courses and conferences

🏥 Private healthcare scheme

💰 Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

💛 Wellbeing benefits: financial education, women’s and men’s health support, mental health benefits, including coaching and counselling

🌈 The application journey has 3 key steps

• 30 min call with the Recruiter
• 30 min call with the Hiring Manager
• 2 hours of technical and behavioural interviews

This process should take around 3-4 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.

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-MOS1

📍London, Cardiff or Remote (UK) | 💰£40,400 to £51,050 + Benefits 

⭐ Our Workforce Management (WFM) team

This is an excellent opportunity to step into a key Senior WFM Analyst role on a 9-month fixed-term contract. You'll report to the WFM Service Manager and be instrumental in using data-driven insights to perfectly staff our customer operations and service teams.

You will be crucial in predicting our resource needs, proactively identifying risks, and translating those findings into clear, actionable strategies for our senior leaders. You’ll be a guiding voice for leaders, constantly improving WFM processes, and collaborating closely with Operations, People, Hiring, and L&D to boost efficiency and enhance the customer experience at Monzo.

🔑 You’ll play a key role...

• Preparing clear, concise, and actionable executive-level reports and presentations on WFM performance, trends, and resource requirements for senior leadership.
• Analysing large datasets, identifying patterns and trends, and communicating key insights to stakeholders. You'll use Google Sheets and Looker to create visualisations and reports, with a basic knowledge of BigQuery being a bonus.
• Creating and reviewing shift offerings to support business growth and improve our flexible working employee rating.
• Showing the operational impact of supply and demand for potential changes to shift patterns across all required domains.
• Working closely with the forecasting, People, Operations, and WFM data teams to continuously improve schedule quality, shift offerings, and reduce errors.
• Ensuring holiday utilisation remains within budget and at expected quarterly levels, factoring in seasonality.
• Deep-diving into schedule issues to improve schedules, reduce manual amendments, and increase schedule automation per domain.
• Managing mappings, service goals, and overall Verint backend configuration and setup.
• Collaborating with the People team (for FWRs), Hiring, L&D (for New Hires), Operations (for schedules, skills, and shifts), and Forecasting for schedule accuracy.

🤩 We’d love to hear from you if…

• You have demonstrable experience in workforce management, ideally in a fast-paced, high-growth environment (e.g., technology, customer support, operations).
• You possess expertise in WFM software and tools, with Verint experience preferred.
• You have strong proficiency in Google Sheets (advanced formulas, pivot tables, and data analysis).
• You have experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication.
• You have excellent analytical skills with the ability to synthesise data, identify trends, and translate insights into actionable strategies.
• It's a bonus if you have familiarity with Looker, basic knowledge of BigQuery, or experience with scenario planning, resource modelling, and strategic capacity planning.
• You can work autonomously, manage multiple priorities, and thrive in a dynamic environment.

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you!

🙌 What’s in it for you

💰 £40,400 - £51,050 + Benefits 

⏰ 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 4 key steps

• Application Questions 
• Recruiter Call 
• Take home task
• Final stage interview (Presentation + interview questions)

This process should take around 3-4 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.

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 #LI-MY1

London/UK Remote | 💰£53,000 - £70,000 + Benefits  ✨

As our first Product Operations Manager for Acquiring, you will own the "0 to 1" operational build-out. You will be responsible for ensuring that when a merchant accepts a card payment, the money moves accurately, unhappy paths like chargebacks are managed smoothly, and support is world-class.

Our Product Ops team ⭐

Product Ops at Monzo sits at the intersection of product, tech and operations. Product Ops managers are responsible for ensuring that the products we build can be serviced sustainably and to the high quality that Monzo customers expect.

Product Ops is a relatively new team at Monzo, so while your day to day will be spent with the acquiring team, you will also be partly responsible for shaping the future of product operations at Monzo, and how it can become a key part of our delivery functions.

🔑 You’ll play a key role by supporting…

• Hardware, chargeback, and regulation insight: You’ll act as a source of knowledge within the product team on key topics that are new in acquiring - hardware support, chargeback handling and reconciliation as well as regulation and schemes rules
• Operational Delivery: You’ll ensure accurate, efficient, compliant, and delightful design (from scratch!) and delivery of key operational elements. You’ll define how we handle problems like chargebacks, reconciliation issues, hardware support, aiming for maximum automation while protecting Monzo and our merchants. 
• Performance management: You’ll also be responsible for ensuring we meet SLAs, KPIs and are making improvements where necessary across areas.
• Best Practices: You’ll champion best practices within the team and customer operations for all internal operations, both supplier-facing, customer-facing, and internal to Monzo.
• Product Development: You’ll share customer feedback, pain points and ideas with the Product Team, and help them shape our product and ensure we build the right technical solution for our teams and customers.
• Customer Service Collaboration: You’ll collaborate hand-in-hand with our customer operations team to ensure we build the appropriate processes, communicate efficiently, compliantly, and empathetically with our customers.
• Fincrime & Fraud collaboration: You’ll partner with FinCrime and Fraud to strike the balance between frictionless and safe for us and our merchants in our product, and how we tackle alerts and prevent new risk vectors. 

🤩 We’d love to hear from you if…

• You have significant experience in operations for an acquirer or card acceptance provider. 
• You understand the lifecycle of a card transaction from the merchant's perspective (Auth, Capture, Settlement, Refund, Chargeback) and are comfortable unpicking a reconciliation issue
• You are experienced tackling the complexity of physical card machines: from shipping and activation to security, troubleshooting, and returns
• You know scheme rules, PCI-DSS, chargeback processes, fraud risks for acquiring inside and out
• You’re excited by building and scaling operations from scratch to serve millions of small businesses.
• You love solving problems, take a structured approach to them, and are a systems thinker. You don’t just fix a problem once, but find the fix that makes it disappear.
• You’re analytical in developing scalable operational strategies and well-versed at leveraging data to inform your thinking.
• You enjoy 'getting things done' at pace and achieving tangible outcomes and thrive in ambiguity.
• You pride yourself on strong attention to detail.
• You work collaboratively with people at all levels and across functions and cultures.

🙌 What’s in it for you

💰 £53,000 - £70,000➕ 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, 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

• Short call with  Monzo Recruiter
• Video-call with the Hiring Manager
• Full Loop: 2 x GoogleMeet interviews (45 - 60 minutes each)

This process should take around 4-6 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.

⏳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. 

🚩 Please note: We are not able to offer visa sponsorship for this role. Only applicants with Right to Work in the UK will be considered.

#LI-REMOTE

#CM-1