Overview

We’re on a mission to make money work for everyone. We’re moving away from traditional banking complexity. Monzo offers personal, business and joint accounts, accounts for 16-17 year olds, a free kids account, and credit cards in the UK, with more to come. Our UK customers can also save, invest and combine their pensions with us. Our hot coral cards, get-paid-early feature, financial education on social media, and award-winning customer service help us create magical moments for customers. We’re focused on solving problems and changing lives through Monzo.

Location: Remote in the UK | Salary: £47,600 - £62,200 + Benefits

We’re looking for a high-performing, inspirational leader to join our Operations leadership team as an Operations Manager.

Role purpose

You’ll help our investigators protect Monzo, our customers, and wider society from financial crime, and support us to achieve our mission of making money work for everyone. As an Operations Manager you would lead a large team of up to 72 investigators, focused on onboarding and lifecycle activities such as sign-up reviews, sanctions, high-risk account reviews and enhanced due diligence. You will also be responsible for a team of up to 6 team managers who support investigators to complete risk-based, accurate and efficient financial crime investigations.

You’ll oversee your team’s performance, monitor service levels, foster a strong management culture aligned with Monzo values, handle escalations for complex challenges, and take appropriate action when risks or issues arise. A solid understanding of the UK FinCrime landscape and strong leadership are essential.

Responsibilities

• Monitor day-to-day performance and service position of the operation and address challenges.
• Ensure the team has effective training and guidance.
• Inspire leaders to achieve their best and help them navigate challenges.
• Develop, communicate and implement operational change.
• Collaborate with stakeholder teams across the business (quality assurance, complaints, financial crime risk, hiring, and more).
• Build and maintain a high-performance, agile, and empathetic management culture aligned with Monzo’s values.
• Manage personal and professional development of Team Managers.
• Contribute to a strong control environment by minimising breaches and risk events and resolving operational incidents when they occur.

What we’re looking for

• Experience leading high-performing operational teams in financial crime or fraud.
• Experience analysing management information and building effective response plans.
• Ability to independently manage incidents and communicate clearly with multiple stakeholders.
• Experience leading or supporting change projects in operational teams.
• Strong understanding of current and emerging financial crime trends.
• Good understanding of UK FinCrime regulation.
• Excellent coaching skills with a track record of helping people achieve development goals.
• Excellent written and verbal communication skills.

Nice to have

• ICA Advanced Certificate in Practical Customer Due Diligence, Managing Sanctions, Anti Money Laundering or equivalent qualifications.

Application notes

• Applications close 8 October at 9am.
• The application journey includes CV submission, recruiter call, leadership/stakeholder/values interview, and technical interview. The process typically takes 3–4 weeks with flexible scheduling.
• For questions or accessibility needs, contact hiring@monzo.com.
• We welcome applicants from diverse backgrounds and encourage you to apply even if you don’t meet every listed requirement.

Benefits and equal opportunity

• £47,600 - £62,200 plus stock options and benefits.
• Remote-friendly; can be based anywhere in the UK or in London/Cardiff offices.
• Flexible working hours and a 1,000 annual learning budget.
• Macbooks provided; additional support for home-working setup for remote roles.
• Full list of benefits available on request.
• We are an equal opportunity employer and promote diversity and inclusion across the organization.