Operations Manager, Fraud

About Monzo

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 ❤️

Role Details

Location: London, Cardiff or UK Remote Salary: £47,600 - £60,200 + Benefits

Our Fraud Team

Our Mission in the Financial Crime & Fraud Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our Fraud Operations Managers are crucial to the success of this mission. The Fraud Operations Manager leads large teams within one of the three core pillars in the Fraud domain (Prevent, Protect and Pursue), either by themselves, or as part of a broader team. Fraud Operations Managers are responsible for supporting their teams to complete accurate, and efficient fraud investigations, and to help protect Monzo and our customers from fraud. In this role, you will lead a direct team made up of Team Managers who will support you with leading the Protect pillar operation. You will be responsible for leading a high performing team, protecting our customers who report fraud to us from account takeover and unauthorised card scams. This role requires a strong understanding of the fraud landscape in the UK, and excellent leadership skills.

Key Responsibilities

• Monitoring the day-to-day performance and service position of the fraud operation and addressing identified challenges.
• Ensuring fraud operations teams are equipped with effective training and guidance.
• Leading the team to complete accurate, and efficient fraud investigations.
• Supporting the Senior Manager in developing, communicating, and implementing operational change, at times this may be multiple projects simultaneously.
• Building and maintaining a high-performance, agile, and empathetic management culture that is consistent with Monzo’s values.
• Managing the personal and professional development of their direct reports.
• Contributing to a strong control environment by minimising breaches and risk events, and resolving operational incidents when they occur.
• Providing timely and useful ops MI to counterparts in 1LoD Fraud Risk to support their objectives in managing the risks for which they are responsible.
• Working closely and collaboratively with the control owner(s) who are responsible for the fraud controls that drive operational demand, including relevant product squads.

What We’re Looking For

• Excellent English written & verbal communication skills.
• Ability to lead large operational teams in fraud and/or financial crime to success.
• Values driven approach in line with Monzo’s core values.
• Experience analysing management information and building effective response plans along with associated change initiatives.
• Experience presenting to senior management on a range of topics.
• Experience leading the implementation of change projects in operational teams.
• Experience working with multiple disciplines from 1st and 2nd line risk and product teams.
• Recent exposure to current and emerging fraud and/or financial crime trends.
• A good understanding of applicable UK laws and regulation (fraud policy and regulations desirable).
• Excellent management skills, with a track record of success.