Risk & Control Manager, Customer Operations

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 ❤️
• Hear from our UK team about what it's like working at Monzo ✨

Role Overview

• Location: London, Cardiff or Remote
• Salary: £60,000 - £80,000 (dependent on experience) + Benefits
• Role: Risk & Controls Manager

About the Role

• We are looking for a Risk & Controls Manager to help our Risk & Control Discipline partner with key operational areas and ensure we successfully roll-out and embed our risk management framework and change controls across the first line.
• Senior Risk & Control Managers are responsible for leading risk business partnering for one or more areas across Customer Operations to foster a risk-based decision making culture, provide guidance on regulatory compliance in conjunction with Monzo’s second line of defence and advise on correct governance paths.
• They also make sure area key risk indicators are well-defined and understood, monthly MI and reporting packs are created and risk and control assessments are completed appropriately.

Key Responsibilities

• Lead change risk assessments - both general risk and control self-assessments associated with operations product process and/or tooling changes.
• Support the first line in developing and improving controls that protect our customer and business needs now and in the future.
• Ensure governance-related requirements are met - including documentation and approvals.
• Manage and report on the risk and control environment (risks, controls, issues, incidents, remedial actions, etc.) for our operations product domain.
• Manage regulatory and audit deadlines and submissions.
• Help innovate and improve on the effectiveness of governance and risk management process to ensure they work for Monzo.
• Help embed robust regulatory, conduct, and operational risk practices and culture.
• Foster positive and collaborative relationships across the three lines of defence.

About You

• You have considerable risk and control experience, across operational and conduct risk, pertaining to customer support operations in a regulated environment.
• You have a demonstrable ability to lead risk assessments for operational and product change, with a data-led approach to risk identification, assessment and treatment.
• You have an understanding of...