London/Cardiff/UK Remote | 💰c.£85,000 + Incentive Awards tied to your performance + Benefits  ✨

Our People Governance & Accountability team ⭐

We call it Monzo Magic. Mission. Action. Growth. Inclusion. Care. It runs through everything that we do and within the People Collective it’s how we set Monzo up for success by bringing mission led people together to do work and banking differently. We foster a culture that centres on our customers and brings together the best of tech with the best of banking. We empower a diverse, high performing, innovative and agile workforce in doing the most impactful work of their careers to date. It’s an ambitious task to scale this culture and ways of working, but it’s a mission we’re committed to. 

At Monzo, we want governance to do more than keep us safe. It should be clear, practical and scalable. It should help us grow with confidence, and make accountability work well in real life.

That’s what our People Governance & Accountability team is here to do. 

We’re a small, high-impact team working at the intersection of People, Legal, Compliance and Risk. We own the end-to-end design and operation of Monzo’s accountability and people governance frameworks globally, making sure our approach stands up to internal and external scrutiny and works effectively in practice. 

We’re looking for a People Governance and Accountability Senior Manager to join us. This is an individual contributor role with meaningful scope. You’ll own operational delivery across our people governance and accountability frameworks, and continuously improve how they work over time, and partner with teams across Monzo to keep things clear, efficient and well controlled. You’ll report to the People Governance & Accountability Lead and work closely with two other team members.

🔑 You’ll play a key role by...

…owning and coordinating the day-to-day operational delivery of people governance and accountability at Monzo. You’ll help turn complex regulatory requirements into practical, efficient and well-controlled processes that work at scale. 

This isn’t just about keeping things compliant. You’ll help make sure Monzo can operate confidently across people-related regulation, accountability regimes and broader governance requirements in multiple jurisdictions, while improving the experience and efficiency of how the work gets done.

This role has influence and impact across the People Collective and Monzo as a whole. The quality of your judgement, attention to detail, delivery and partnership will directly affect how effectively Monzo manages accountability, risk and regulatory scrutiny as we grow. 

What you’ll be doing

This role blends people and governance expertise, regulatory knowledge, operational ownership and systems thinking.

As you scale with us, you will:

• Manage the day-to-day delivery of our accountability regimes (SMCR and IAF/SEAR), making sure key processes, controls, timelines and outputs are delivered to a high standard.
• Run business-as-usual activities across fit and proper assessments, certification, accountability processes (including applications and mapping), governance documentation and regulatory reporting.
• Coordinate day-to-day work across the team, ensuring priorities are clear and delivery stays on track.
• Act as a trusted subject matter expert on accountability and people governance, supporting stakeholders to navigate complexity and make thoughtful, risk-based decisions.
• Build and evolve our broader people governance framework, including how we manage people-related risk, controls, decision-making and organisational change.
• Identify and deliver improvements to processes, controls and tooling, making our frameworks more efficient, scalable and easier to use.
• Partner closely with teams across People, Legal, Compliance, Risk & Controls, Company Secretariat our Board and the wider business to land decisions and keep work moving.
• Support audit, assurance and regulatory engagement with high-quality evidence, papers, reporting and process management.
• Use data and insight to spot themes, identify risks, prioritise improvements and shape the team’s operational roadmap.
• Work closely with the People Governance & Accountability Lead on higher-risk issues, strategic changes and the continued evolution of our global frameworks.

What you’ll own

Operational ownership

You’ll own the day-to-day running of people governance and accountability at Monzo, making sure our core frameworks operate effectively, deadlines are met, outputs are high quality, and work is delivered with consistency and control.

Continuous improvement

You’ll identify smarter ways to do things, improving processes, controls and tooling. That could mean automating manual work, evolving governance cadences, or building more efficient and scalable workflows that reduce risk and friction.

Cross-functional delivery

You’ll work closely with a wide range of stakeholders to ensure people governance and accountability requirements are clear, practical and implemented effectively across the business.

Risk and judgement

You’ll apply thoughtful, risk-based judgement to support pragmatic decision-making, balancing pace, control, consistency and business needs.

Insight and prioritisation

You’ll use data, reporting and feedback to identify themes, spot risks and prioritise where the team should focus, helping shape how the function continues to evolve.

🤩 We’d love to hear from you if…

• You have strong experience in a regulated environment, ideally in governance, compliance, risk, or legal.
• You have hands-on experience of SMCR in a UK dual-regulated (FCA/PRA) firm, and familiarity with IAF/SEAR or other accountability regimes.
• You can translate regulatory or policy requirements into clear, practical processes, training and guidance.
• You have experience planning and leading projects from end to end, driving delivery and keeping work on track.
• You’re collaborative and thoughtful in how you work, and you’re great at bringing together different stakeholders to solve problems well.
• You are a strong communicator, whether you’re writing governance papers, improving processes or talking through nuanced decisions.
• You’re comfortable building relationships with senior stakeholders and presenting to senior forums.
• You’re comfortable working independently and adapting to changing priorities, focusing quickly on higher-risk areas when needed.
• You enjoy building and improving ways of working - spotting gaps, bringing structure and creating more effective, reliable processes.
• You use data and judgement together, and you’re confident making pragmatic recommendations when there isn’t a perfect answer.
• You thrive in a fast-moving environment where you have to balance control, pace and practicality.

🙌 What’s in it for you

💰 c.£85,000 ➕Incentive Awards tied to your performance

⏰ 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

• First stage - Recruiter screen
• Second stage - Initial Call with Hiring Manager
• Third stage - Task
• Fourth stage - Role and values interview

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.

The closing date for applications is 25th May 2026

#LI-DH1 #LI-REMOTE

Job Title: Social Worker - Learning Disabilities
Location: Cardiff
Pay Rate: £35 

Liquid Personnel is recruiting an Adult Social Worker to join its client’s Learning Disabilities team, based in Cardiff.
Supporting adults with learning disabilities to live fulfilling, safe, and independent lives. The position focuses on strengths‑based practice, outcome‑focused planning, and statutory responsibilities under the Social Services and Well‑being (Wales) Act 2014. You will work collaboratively with individuals, families, carers, and partner agencies to assess needs, develop care and support plans, and ensure people receive the right support at the right time.

What will your responsibilities be? 

• Undertake holistic assessments of adults with learning disabilities, ensuring all work aligns with the Social Services and Well‑being (Wales) Act 2014 and promotes independence, choice, and control.
• Develop and review outcome‑focused care and support plans that reflect the individual’s strengths, aspirations, and personal outcomes.
• Work collaboratively with multidisciplinary professionals including health colleagues, education providers, housing teams, and voluntary sector organisations.
• Support safeguarding processes by identifying, reporting, and responding to concerns in line with Wales Safeguarding Procedures.
• Undertake Mental Capacity Act assessments and contribute to best‑interest decision‑making where required.
• Provide professional advice and advocacy to ensure individuals’ rights, wishes, and wellbeing remain central to all planning and intervention.
• Coordinate transitions for young people moving from children’s services into adult learning disability services.
• Maintain accurate, timely case records and produce high‑quality reports in line with organisational and legislative standards.
• Contribute to service development, quality assurance, and continuous improvement initiatives within the Learning Disabilities service.

Qualifications and Experience: 

To be successful in this role you must have;  

• Undertake holistic assessments of adults with learning disabilities, ensuring all work aligns with the Social Services and Well‑being (Wales) Act 2014 and promotes independence, choice, and control.
• Develop and review outcome‑focused care and support plans that reflect the individual’s strengths, aspirations, and personal outcomes.
• Work collaboratively with multidisciplinary professionals including health colleagues, education providers, housing teams, and voluntary sector organisations.
• Support safeguarding processes by identifying, reporting, and responding to concerns in line with Wales Safeguarding Procedures.
• Undertake Mental Capacity Act assessments and contribute to best‑interest decision‑making where required.
• Provide professional advice and advocacy to ensure individuals’ rights, wishes, and wellbeing remain central to all planning and intervention.
• Coordinate transitions for young people moving from children’s services into adult learning disability services.
• Maintain accurate, timely case records and produce high‑quality reports in line with organisational and legislative standards.
• Contribute to service development, quality assurance, and continuous improvement initiatives within the Learning Disabilities service.

Why Liquid Personnel? 

• Free DBS and compliance service
• Twice weekly payroll and ‘Faster Pay’ service, getting you paid more quickly
• Access to exclusive roles that aren’t available from other agencies 
• Free access to Liquid’s exclusive social work training and CPD portal 
• Your own dedicated consultant with extensive social work knowledge 
• Access to a wide selection of social work positions across the UK 
• “Refer a Friend” bonus – get £500 for each social worker you refer who we successfully place* 
• “Find your own job” bonus – get £250 for bringing your own position to us * 

Important Information
Please note: We are unable to support or accept applications from individuals currently residing in countries listed on the Red or Amber list under the Code of Practice for the International Recruitment of Health and Social Care Personnel in England, based on the WHO Workforce Support and Safeguard List.

Liquid Personnel is an equal opportunities employer. Liquid Personnel Ltd is acting as an Employment Business in relation to this vacancy. * Terms and conditions apply to our bonus schemes. 

Reasonable Adjustments: 

If you consider yourself to have a disability or require any reasonable adjustment during the recruitment process or within the workplace, please highlight this at the earliest opportunity by contacting our team. With this information, we will provide appropriate support to you throughout the process and into your work placement. 
We are unable to support or accept applications from candidates who are residents within the Red or Amber list of the Code of practice for the international recruitment of health and social care personnel in England, based on the World Health Organisation (WHO) Workforce Support and Safeguard List. 
 

BH - 195908
GH - 34064

📍London | UK remote | 💰 £100,000 to £160,000 (dependent on level) + Benefits | Hear from the team

About us:

At Monzo we want to make money work for everyone. We care deeply about our 15+ million customers. Our products are different by design: through magically simple products and actionable insights, we put our customers in control of their finance.

Our range of borrowing products serve the important needs of our customers and are critical to Monzo’s mission. We have seen stellar growth and deep engagement with millions of borrowers, supported by effective credit risk and machine learning expertise. Our product portfolios are still expanding fast, from personal to business credit, and to markets beyond the UK. We are looking for bright, passionate and creative individuals to further accelerate our growth.

About the role:

The mission of Borrowing Machine Learning Scientists is to improve the customer and business outcomes through better automated decisioning, using Machine Learning and statistical modelling. We have a primary focus in credit risk modelling, with our expertise also applied to predict and optimise utilisation, pricing, collection and marketing.

You will be taking a hands-on technical leadership role, managing a small team of Senior ML Scientists. With in-depth knowledge and experience in the credit industry, you’ll drive innovations by identifying new opportunities of data and ML applications, and delivering business values across multiple Borrowing products. You’ll have a close relationship with leaders across Credit Strategy, Products, Model Validation and Engineers, with whom you will drive and influence strategic decisions and product roadmaps. You’ll also have the opportunities to work with external data suppliers and industry peers, to push the innovation frontiers for the credit industry.

With excellent technical skills, you’ll also spearhead the continuous development of our toolings, methodologies, and processes, to empower the team to build better models easier and faster. You’ll serve as the champion for the quality and efficiency of model development, and ensure safe and scalable growth of our model portfolio. You’ll also have plenty opportunities to work with other modelling teams across Monzo, to collaborate on the best practices and latest technologies.

Our technology stack

We rely heavily on the following tools and technologies (although we do not expect applicants to have prior experience of all them):

• Google Cloud Platform for all of our analytics usages
  • BigQuery SQL and dbt for our data modelling and warehousing
  • PyData stack for model development and offline deployment
  • Google AI platform for cloud computing
• AWS for backend infrastructure
  • Python for ML model microservices
  • Go lang for most other microservices
• AI toolings for productivity (an evolving list)
  • Google suites including access to Gemini
  • ChatGPT enterprise
  • Claude code

You should apply if:

• You are result oriented and motivated by the impact on our customers and business
• You thrive in a fast-paced environment and comfortable with frequent context switching
• You enjoy both the strategic thinking and influence, as well as hands-on solving technical problems
• You want to build trust and influence a diverse range of leaders and stakeholders
• You like inspiring people around you, with innovative thinking and high standard execution

You must have:

• Excellent technical skills in Python, SQL, and statistics
• Extensive knowledge of the credit industry, including the products, data, typical ML applications, and related regulations
• Hands-on experience across the lifecycle of credit risk models, including project scoping, data curation, model optimisation, performance analysis, deployment, monitoring, and diagnosis
• Successful track record of managing complex projects, with cross-functional teams and senior stakeholders
• Experience of mentoring and coaching senior ICs
• Previous experience of managing data and model governance in a regulated business

The Interview Process

• 30’ Recruiter Call
• 45’ Initial Call
• 60’ ML technical skill interview
• 60’ People Leadership interview
• 60’ Product ML interview
• 60’ Project deep dive

All interviews will be conducted through Google Meet.

What’s in it for you:

💰 £100,000 to £160,000 ➕  & benefits

✈️ We can help you relocate to the UK

✅ We can sponsor visas

📍This role can be either based in our London office with hybrid working pattern, or fully remote within UK with occasional travel to London.

🏡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.

⏰ 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 books, training courses and conferences

➕ And much more, see our full list of benefits here

Overview

Bring your enthusiasm and knowledge of GIS customization to help build and test advancements to ArcGIS Arcade. Arcade is used by organisations around the world to customize their workflows, QA/QC data input, and create cutting edge visualisations. This is a fantastic opportunity to become part of the product development team and support the delivery of regular, high-quality releases in a fast-paced, dynamic environment.

Help us improve our Arcade functional capabilities, test routines, and documentation as part of the ArcGIS Pro development team developing Arcade. You’ll also collaborate with engineers on other products to ensure seamless integration across ArcGIS.

Esri has a Relocation Assistance Program and can provide support with relocating to the Cardiff, UK area for this position. Check out more details of the Esri R&D Center – Cardiff!

Responsibilities

• Apply curious, independent thought, and attention to detail to explore and understand the challenges that ArcGIS users face and provide usable, informative feedback on user experience
• Build rich and varied GIS datasets and maps, sample applications and articles that can be used to highlight product capabilities, explain scripting functions, and guide scripting best practices
• Work with your development team, and teams across Esri, to design, create, and validate the newest datasets and GIS workflows to support visualisation, map labelling, pop-ups, attribute rules and verify the functionality meets user workflows and is consistent with Esri ecosystem
• Describe GIS best practices and demonstrate how to apply these GIS workflows in internal team meetings, on product forums and websites, with customers, at Esri events, or in publications like the ArcGIS Blog
• Learn about and collaborate in AI code generation experiences to explore issues, investigate problems, and design and prototype enhancements
• Build focused test code to represent complex situations for investigation and regression testing
• Administer, automate, and manage online and database GIS systems and services to support the development of new product features and ongoing product releases

Requirements

• 2+ years of GIS experience (such as modeling, analyzing, or presenting geospatial data in a scientific, engineering, governmental, or post graduate academic environment)
• Proficiency with mapping, spatial data or GIS platforms such as ArcGIS or QGIS
• Strong problem-solving and analytic skills
• Proven initiative and creativity to find ways to explore, investigate, test and validate software behavior
• Experience of, and interest in, scripting or coding to appreciate our end users' challenges and to communicate effectively with the development team
• Excellent communication and team collaboration skills
• Bachelor’s degree in GIS, geography, computer science, engineering, or related field
• Existing work authorisation for the United Kingdom

Recommended Qualifications

• Experience and passion for working with cartography, mapping or geospatial data
• Interest in or knowledge of AI code generation and development tools
• Proven experience of user communication and education such as having been responsible for product documentation, blogs, written or video tutorials, presentations
• Familiarity using version control systems such as Git, for documentation and code
• Familiarity with some of the scripting or coding languages such as Python, Lua, JavaScript, Perl, or Typescript
• Master’s degree in GIS, computer science, engineering, or related field

Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. 

A reasonable estimate of the base salary range is £37,080 - £58,092.

#LI-EL1

#LI-Onsite

Overview

Bring your passion for C++ to help us develop a cross-platform mapping SDK that runs on desktop and mobile devices using the latest compilers and C++ standards. At Esri, we love making a difference and leading the way in developing innovative technology. This is a great opportunity to design and develop next-gen Esri technology - initially focusing on text: calculation, de-confliction, positioning and real-time rendering for 2D and 3D.

Esri has a Relocation Assistance Program and can provide support with relocating to the Cardiff area for this position. Check out more details about the Esri R&D Center – Cardiff!

Responsibilities

• Build C++ software components that follow industry and team-standard design patterns, development methodologies, and deployment models
• Develop excellent software for use in field mapping, data collection, sensor networks, street navigation, and more, with the initial focus being on text related components
• Collaborate with other software and product engineers throughout the development process
• Discuss user requirements; design and develop library APIs and implementations
• Research, analyse, articulate, and solve complex problems with design, development, testing, and documentation
• Learn and collaborate in SDK environments and languages, for testing, investigation and prototyping

Requirements

• 2+ years of commercial/academic software development experience, including debugging algorithms, and designing functions and class structures
• Fluent in, and keen to engineer with, modern C++ (14/17/20) and STL, including smart pointers, optional, variant, lambda expressions, move semantics and template programming
• Experience with IDEs, compilers, and development tools for Linux, Windows or MacOS
• Object oriented design skills
• Understanding of algorithms and design patterns
• Ability to work closely with the team to build quality software in a constantly evolving environment
• Effective time management and organisational skills
• Excellent written and verbal communication skills
• Bachelor’s degree in computer science, engineering, mathematics, mapping, GIS, or related field
• Existing work authorisation for the United Kingdom

Recommended Qualifications

• Experience in complementary design approaches such as Value-based, Data-Oriented, Multithreading, Parallelisation, Functional or Compile-time
• Interest in or knowledge of text layout, typography, fonts, and libraries such as ICU and HarfBuzz
• Familiarity with GIS applications and technologies
• Familiarity with some other languages which our SDKs target or are used in infrastructure (such as Kotlin, Qt, C#, Swift, Flutter, Typescript or Python)
• Master’s degree in GIS, computer science, engineering, or related field

Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. 

A reasonable estimate of the base salary range is £39,600 - £67,320.

#LI-EL1

#LI-Onsite

Overview

Bring your enthusiasm and talents to Esri, creating industry leading ArcGIS products. The ArcGIS Maps SDKs allow developers to build modern mapping applications for mobile and desktop platforms, with 2D and 3D data visualisation, and online or offline access. This is a fantastic opportunity to join the product development team and support the delivery of regular, high-quality releases in a collaborative and dynamic environment.  

Help us improve our cross-platform GIS software libraries, built on the latest compilers and C++ standards, and create sample apps, developer documentation, and developer outreach.  

Esri has a Relocation Assistance Program and can provide support with relocating to the Cardiff area for this position. Check out more details of the Esri R&D Center – Cardiff!

Responsibilities

• Apply curious, independent thought, and attention to detail to explore and understand the challenges that ArcGIS users face and provide usable, informative feedback on user experience
• Understand the customer, who are software developers, gathering requirements and use cases that translate into actionable code and doc improvements 
• Build rich and varied GIS datasets and maps, sample applications and articles that can be used to highlight product capabilities, explain APIs and guide user (developer) practices
• Work with your development team, and teams across Esri, to design, create, and validate the newest datasets and GIS workflows to support field mapping, data collection, spatial analysis and verify the functionality meets user workflows and is consistent with Esri ecosystem
• Describe GIS best practices and demonstrate how to apply these GIS workflows in internal team meetings, on product forums and websites, with customers, at Esri events, or in publications like the ArcGIS Blog
• Document technical topics and concepts, and produce developer-focused product documentation
• Learn about and collaborate in SDK environments (such as Kotlin, Qt, C#, Swift, Flutter, Python), to explore issues, investigate problems, and design and prototype enhancements 
• Build focused test code to represent complex situations for investigation and regression testing
• Administer, automate, and manage online and database GIS systems and services to support the development of new product features and ongoing product releases

Requirements

• 2+ years of GIS experience (such as modeling, analyzing, or presenting geospatial data in a scientific, engineering, governmental, or post graduate academic environment)
• Proficiency with mapping, spatial data or GIS platforms such as ArcGIS or QGIS 
• Strong problem-solving and analytic skills
• Proven initiative and creativity to find ways to explore, investigate, test and validate software behavior
• Excellent communication and team collaboration skills 
• Experience of, and interest in, scripting or coding to appreciate our developer users' challenges and to communicate effectively with the development team
• Bachelor’s degree in GIS, geography, computer science, engineering, or related field
• Existing work authorisation for the United Kingdom

Recommended Qualifications

• Experience and passion for working with cartography, mapping or geospatial data 
• Interest in or knowledge of layout, typography, and fonts for international text
• Proven experience of user communication and education such as having been responsible for product documentation, blogs, written or video tutorials, presentations
• Familiarity using version control systems such as Git, for documentation and code 
• Familiarity with some of the scripting or coding languages which our SDKs target, and which we use for automation, such as using Kotlin, Qt, .Net, Swift, Flutter, Typescript or Python
• Master’s degree in GIS, computer science, engineering, or related field 

Base salary is one component of our total rewards strategy. Compensation decisions and the base range for this role take into account many factors including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. 

A reasonable estimate of the base salary range is £37,080 - £58,092.

#LI-EL1

#LI-Onsite

📍 London/Cardiff/UK Remote | 💰£120,000-£175,000 + Benefits  ✨

Our Work Force Management team ⭐

Customer Operations at Monzo is evolving into a real-time control system.

We’re moving away from traditional, headcount-driven service models toward a hybrid human + AI system, where automation handles a growing share of customer demand and human expertise is applied where it matters most.

In this world, operations is no longer about scheduling people — it’s about continuously matching demand and capacity in real time, across humans and machines, to deliver consistently great service at sustainable cost.

This role sits at the centre of that transformation.

You’ll design and operate the system that ensures every customer problem is resolved within SLA, while balancing customer experience, cost, and operational resilience — at scale.

You’ll work across Operations, Data, ML, Product, and Finance to build a closed-loop system that connects forecasting, planning, routing, and real-time intervention — and continuously improves over time.

This is not a traditional Workforce Management role.

It’s closer to running a logistics network, marketplace, or real-time service system.

🔑 You’ll play a key role by…

• Owning service performance and SLA delivery across Customer Operations - accountable for outcomes, not just inputs
• Designing and operating a closed-loop system that connects forecasting, scheduling, routing, and real-time intervention - continuously improving performance through feedback and learning
• Building and running a hybrid workforce model (Human + AI) - treating AI and automation as first-class workforce components with their own capacity, performance, and failure modes
• Leading demand forecasting and capacity planning, translating complex data into clear, actionable strategies for staffing and system design
• Running real-time performance systems - monitoring queues, identifying risks, and leading interventions when SLAs are at risk
• Shaping demand in real time through routing, prioritisation, and AI/human channel decisions to protect SLA and optimise system performance
• Developing playbooks for operational resilience, including demand spikes, automation failures, and unexpected changes in customer behaviour
• Evolving Workforce Management from scheduling to orchestration — building a system-level capability that scales with automation and complexity
• Partnering cross-functionally with Ops, Data/ML, Product, and Finance to align service performance, cost, and scaling strategy

🤩 We’d love to hear from you if…

• You’ve operated large-scale, real-time supply/demand systems (e.g. marketplaces, logistics networks, or service operations at scale)
• You’ve been directly accountable for service levels or SLAs in high-stakes, real-time environments
• You have strong operator instincts — able to make fast, high-quality decisions under pressure, balancing customer experience, cost, and risk
• You’re highly data fluent - comfortable working with forecasting models, metrics (e.g. MAPE, RMSE), and understanding how ML systems impact operational performance
• You can translate model outputs into real-world decisions, not just analysis
• You’re a builder-leader, experienced in creating teams, systems, and processes from scratch that scale across regions and time zones
• You’re excited by the challenge of orchestrating human + AI systems as a single workforce
• You can influence senior stakeholders across technical and operational domains, and drive alignment in complex environments

⚠️ What this role is (and isn’t)

• This is a system-level operations role, not a traditional scheduling or contact centre WFM position
• You’ll be accountable for outcomes (SLA, cost, resilience) — not just plans or processes
• You’ll operate in a real-time, high-stakes environment, where decisions have immediate customer and business impact

🙌 What’s in it for you

💰 £120,000-£175,000 + Benefits 

✈️ We’ll help you relocate to the UK 

✅ We can sponsor your visa.

📍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.

Interview Process

Our interview process involves 3 main stages. We promise not to ask you any brain teasers or trick questions!

• 30 minute recruiter call
• 45 minute call with hiring manager
• 3 x 1-hour video calls with various team members

Our average process takes around 3-4 weeks but we will always work around your availability. 

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

#LI-AE1 #LI-REMOTE

📍 Cardiff | 🏢 3 days per week in the office

Quality Assurance/Customer Operations 🚀
Our QA team is responsible for assessing the quality of the work that’s happening across Customer Operations. You’ll look at deep-dive technical audits of complex investigative cases and operational tasks. You’ll also deliver feedback to people across the business and give them development points to help ensure our customer experience remains fantastic!

What You’ll Be Doing 🗃️

We are looking for analytical specialists who can bring deep subject matter expertise to our control environment. In particular, we are looking for someone with expertise in Disputes & Transaction Claims. You’ll have a technical understanding of Card Scheme rules (Visa/Mastercard), and you know how to audit Transaction Disputes (APP scams, Chargebacks, and Section 75 claims) to ensure a fair and evidenced outcome.

• Holistic Case & Task Auditing: Conducting technical audits of end-to-end Transaction Dispute cases, alongside customer interactions to ensure full compliance with regulatory standards and internal risk appetite.
• SLA & Quality Oversight: Monitoring and assessing adherence to Service Level Agreements (SLAs) to ensure timely risk mitigation without compromising the depth or accuracy of investigations.
• Advanced Risk Identification: Proactively identifying emerging risks, procedural gaps, or "near-misses" within case handlings and escalating significant findings to senior stakeholders.
• Monthly MI & Reporting: Developing comprehensive Monthly Management Information (MI) reports that translate audit data into actionable business insights.
• Trend Analysis & Feedback: Identifying systemic trends and root causes across the department to provide strategic feedback that shapes training, policy updates, and operational processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

We want someone who’s passionate about doing right by customers and helping others be their best. You will be:

• Experienced Investigator: You bring a solid background in Disputes & Transaction Claims. 
• Regulatory Mindset: You understand that a "great outcome" is an investigation that is technically accurate, fully documented, and compliant with FCA expectations and Consumer Duty.
• Confident Communicator: You are skilled at delivering constructive, evidence-based feedback. You can explain complex regulatory requirements to analysts and stakeholders in a way that drives performance and technical growth.
• Analytical & Detail-Oriented: You are familiar with Quality Assurance frameworks or able to transition naturally from deep-dive investigative work to QA responsibilities. You don't just "check" a task; you audit the decision-making process behind it.
• Objective: You possess the "investigative curiosity" needed to spot what isn't there. You can remain objective when reviewing high-pressure tasks and SLAs, ensuring quality is never sacrificed for speed.

Interview Process 🤝

• Stage 1: 30 minute intro and values call with a Talent Partner
• Stage 2: 45 minute interview with a QA Team Lead and Outcome Testing Manager
• Stage 3: 30 minute interview with the Head of Customer Insights

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 3 days per week in the office

Quality Assurance/Customer Operations 🚀
Our QA team is responsible for assessing the quality of the work that’s happening across Customer Operations. You’ll look at deep-dive technical audits of complex investigative cases and operational tasks. You’ll also deliver feedback to people across the business and give them development points to help ensure our customer experience remains fantastic!

What You’ll Be Doing 🗃️

We are looking for analytical specialists who can bring deep subject matter expertise to our control environment. In particular, we are looking for someone with expertise in Financial Crime & AML: You have experience auditing or investigating AML alerts, KYC/EDD files, and Sanctions screening, with a firm grasp of the Proceeds of Crime Act (POCA) and suspicious activity reporting (SAR).

Your mission is to ensure that every alert and SAR (Suspicious Activity Report) is handled with the highest level of integrity and technical accuracy. You will ensure our outcomes align strictly with FCA regulatory standards and the Proceeds of Crime Act (POCA).

• Holistic Case & Task Auditing: Conducting technical audits of end-to-end financial crime cases, alongside customer interactions to ensure full compliance with regulatory standards and internal risk appetite.
• SLA & Quality Oversight: Monitoring and assessing adherence to Service Level Agreements (SLAs) to ensure timely risk mitigation without compromising the depth or accuracy of investigations.
• Advanced Risk Identification: Proactively identifying emerging risks, procedural gaps, or "near-misses" within case handlings and escalating significant findings to senior stakeholders.
• Monthly MI & Reporting: Developing comprehensive Monthly Management Information (MI) reports that translate audit data into actionable business insights.
• Trend Analysis & Feedback: Identifying systemic trends and root causes across the department to provide strategic feedback that shapes training, policy updates, and operational processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

We want someone who’s passionate about doing right by customers and helping others be their best. You will be:

• Experienced Investigator: You bring a solid background in Financial Crime, AML and KYC. 
• Regulatory Mindset: You understand that a "great outcome" in FinCrime means an investigation that is technically accurate, fully documented, and compliant with FCA expectations, Consumer Duty  and the Proceeds of Crime Act (POCA).
• Confident Communicator: You are skilled at delivering constructive, evidence-based feedback. You can explain complex regulatory requirements to analysts and stakeholders in a way that drives performance and technical growth.
• Analytical & Detail-Oriented: You are familiar with Quality Assurance frameworks or able to transition naturally from deep-dive investigative work to QA responsibilities. You don't just "check" a task; you audit the decision-making process behind it.
• Objective: You possess the "investigative curiosity" needed to spot what isn't there. You can remain objective when reviewing high-pressure tasks and SLAs, ensuring quality is never sacrificed for speed.

Interview Process 🤝

• Stage 1: 30 minute intro and values call with a Talent Partner
• Stage 2: 45 minute interview with a QA Team Lead and Outcome Testing Manager
• Stage 3: 30 minute interview with the Head of Customer Insights

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

📍 Cardiff | 🏢 3 days a week in the office

Financial Crime / Customer Operations 🚀

The Financial Crime team consists of 70 people globally. The team is responsible for ensuring that Capital on Tap meets its regulatory obligations in relation to all things AML and CTF. 

What You’ll Be Doing 🗃️

As a Customer Due Diligence (CDD) Analyst, you will be responsible for ensuring the integrity of our ongoing customer reviews. You will:

• Perform ongoing due diligence on SME customers in both the UK and US, focusing on maintaining accurate and up-to-date Know Your Business (KYB) records.

• Review and verify beneficial ownership structures, ensuring all individuals with significant control are identified and recorded accurately within our systems.

• Assess the nature of business for existing customers to ensure their activities remain within Capital on Tap's risk appetite and regulatory standards.

• Complete transaction monitoring checks to identify unusual patterns or activity, ensuring any potential risks are escalated or mitigated promptly.

• Engage directly with customers when necessary to clarify ownership details, business activities, or to request updated documentation.

• Make sound, risk-based decisions based on updated information, providing clear and documented rationale for all review outcomes.

• Collaborate with the wider FinCrime team to share insights on emerging trends and contribute to the enhancement of ongoing review processes.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Experience in financial crime roles, specifically with customer due diligence (CDD) or ongoing monitoring responsibilities for SME corporate customers.

• Strong understanding of KYB and CDD regulatory requirements across both UK and US jurisdictions.

• Proven ability to analyse and record ownership and control structures accurately.

• Experience in transaction monitoring and the ability to identify red flags or suspicious activity.

• Strong analytical and investigative skills with high attention to detail in documenting findings.

• Confident communicator, capable of interacting with internal stakeholders and external customers to resolve queries.

• Ability to work efficiently in a high-volume, fast-paced environment while maintaining high quality standards. 

📈Check out the development opportunities in the Financial Crime team.

Interview Process 🤝

• Stage 1: 30 minute call with a Talent Partner
• Stage 2: 30 minute take home test to be completed in your own time
• Stage 3: 60 minute interview in person with 2 of our Team Leaders in Financial Crime

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.