Senior Manager – Fraud

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 OR UK Remote | £68,000 – £86,000 + Benefits | Hear from the team ✨
⭐ Our Fraud team

Our Mission in the Financial Crime, Fraud & Disputes Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our Fraud Operations are crucial to the success of this mission.

In Fraud Customer Operations we protect Monzo, our customers, and wider society from fraud, to help Monzo achieve its mission of making money work for everyone.

We’re looking for an exceptional leader to join our leadership team as a Senior Fraud Operations Manager, leading a specific area of Fraud with up to 250 people including highly skilled fraud investigators, team managers and operations managers. You’ll be leading them and their teams to achieve their professional development goals, support customers who have reported fraud to us, and deliver on our fraud strategy. You’ll be responsible for defining the strategy of the team, developing a customer centric and risk aware environment. 

You’ll play a key role by…

• Supporting our strategy for fraud operations, using subject matter expertise to continually develop effective account takeover, card fraud and authorised push payment fraud processes in line with regulatory requirements
• Influencing and collaborating with stakeholders to deliver domain wide and Monzo goals safely and efficiently, working closely with the Fraud Risk and Product teams responsible for Fraud controls and automation opportunities.
• Constantly thinking about the skills that our fraud operations teams need, and making sure that our people have the knowledge and tools required to do the job to the highest standard
• Developing and leading a customer voice strategy, understanding our customers behaviour and preferred method of communication to deliver on customer journey improvements
• Maintaining a high-performance, agile, and empathetic management culture that is consistent with Monzo’s values 
• Critically assessing our current processes, being laser focused on customer experience while maintaining a risk aware culture
• Monitoring the day-to-day performance and service position of the fraud operation, anticipating challenges, minimising breaches and leading incidents when they occur
• Developing, communicating, and implementing operational change, at times this may be multiple projects simultaneously
• Helping us become an exceptional place to work for the ambitious, highly-motivated investigators that we hire

We’d love to hear from you if…

• You have significant experience leading operational teams working in a fraud risk and regulatory environment (preferably in multiple locations and/or countries)
• You’ve led successful, highly skilled, motivated teams to achieve their goals and have an empathetic leadership style
• You have in-depth experience of employee relations cases 
• You have exceptional written and verbal communication skills whether that be 1:1 or communicating with large groups
• You provide direction and empower your people to find solutions
• You can work autonomously and as part of a leadership team across multiple disciplines in a fast paced environment
• You’re proactive, able to identify emerging risks and provide mitigation
• You are very hands-on and solve problems when you spot them
• You have an awareness of fraud typologies and the fraud landscape, being able to contribute to incidents, complaints and understand the needs of vulnerable customers
• You have hands-on experience analysing data, building effective response plans and making data led decisions
• You have experience working in a 1st line of defence environment and working closely with 2nd and 3rd lines of defence
• You have excellent management skills, with a track record of leading and developing leaders

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

What’s in it for you

£68,000 – £86,000 ➕ share options.

This role can be based in our London office, or 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 recruiter call 
• Interview Loop (2 x video-call interviews) Values and Leadership 
• Final call with Senior Leadership Team

This process should take around 2-3 weeks – your schedule is really important to us, so we promise to be as flexible as possible! 

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to sophiewalker@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-DR #LI-Remote

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