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Senior Director FinCrime, Fraud and Disputes Operations

Monzo Bank


Posted over 30 days ago...


Join Monzo's mission to revolutionize banking and be a part of the transformative team as a Senior Director of FinCrime, Fraud, and Disputes Operations.


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Organisation summary: Monzo is on a quest to transform the banking industry, making financial services more accessible, intuitive, and user-friendly. With a focus on innovation and customer experience, Monzo offers features like early salary access and top-tier customer support. The company prides itself on not just selling products but solving problems and changing lives, all while fostering a vibrant and inclusive workplace culture.

  • Lead strategic direction and policy for Fraud, FinCrime, and Disputes
  • Manage a growing international team of 1000+ agents
  • Directly report to the VP of Operations and manage several Managers and Senior Managers
  • Design the organizational structure and operational model for your departments
  • Oversee supplier relationships and embed Monzo's culture across global teams
  • Collaborate with key stakeholders to maintain consistent management practices and workflows
  • Drive KPIs and align strategies with the company's risk appetite
  • Influence risk teams to establish best customer and compliance practices
  • Interface with Product & Engineering for ongoing department enhancements
  • Ensure compliance with financial crime regulations and policy execution
  • Extensive background in Fraud, FinCrime, and Disputes experiences
  • Proven leadership in large-scale, complex environments
  • Experience in scaling operations across multiple product lines
  • Strategic initiative creation and operational design alignment
  • Expertise in managing operational cost lines
  • Thorough understanding of UK consumer credit regulations
  • Track record of developing sustainable product and credit strategies
  • Ability to thrive in a fast-paced and sometimes ambiguous environment

Application Process Details:

  • Initial Recruiter Call (30 mins)
  • Introductory Chat with the VP of Operations (45 mins)
  • Interview Loop with technical interviews and a Leadership Interview, including a prep session with the Recruiter

The process typically takes around 4 weeks, adjusted for candidate availability. For questions, contact [email removed - click apply for more details]. Applications are accepted until enough are received for the next stage.

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

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 team about what it's like working at Monzo

📍London or Remote (UK) | Hear from the team ✨ 

⭐Our team

We’re looking for a Senior Director FinCrime, Fraud and Disputes Operations to lead the strategic direction and policy implementation for Fraud, Fincrime and Disputes within our first-line operations.

Reporting directly to the VP of Operations, you'll oversee a dynamic international team, currently numbering 1000+ agents and steadily expanding. Your responsibilities will include approving new product fraud risk, supporting fraud-related media engagement, managing the dispute cost budget, and leading all fraud prevention, protection, and pursuit strategies and initiatives. This role will be part of the Operations Senior Leadership team and will directly manage several Managers and Senior Managers.

🔑 You’ll play a key role by...

  • Managing a large international team, currently numbering 1000+ agents and growing
  • Designing the organisational structure, strategic north star for customers and agents, and the operational model for Fraud, Disputes and FinCrime Operations.
  • Taking ownership of supplier relationships, identifying areas for enhancement, and fostering Monzo's culture within global teams.
  • Being an important contributor and part of the Operational leadership team reporting directly to the VP operations. 
  • Implementing transformative operational changes to address various business and customer challenges, with a focus on delivering exceptional service.
  • Collaborating closely with the VP of Operations, Director of People, finance, and other stakeholders to ensure consistency in management practices and workflows.
  • Driving the delivery of key performance indicators (KPIs) and aligning with our risk appetite.
  • Influencing first-line risk teams to establish best practices for customers and compliance officers.
  • Providing requirements, context, and constructive challenges to Product & Engineering for ongoing enhancements and improvements.
  • Ensuring compliance with relevant regulations in Financial Crime operations, including monitoring, operational controls, and executing delegated authorities in line with policy.

🤩 We’d love to hear from you if…

  • You have an extensive background in enhancing Fraud, Fincrime and/or Disputes customer experiences, viewing them as avenues to support customers effectively.
  • You are a respected leader who is experienced in navigating large-scale operations and complex environments.
  • You’re experienced in scaling operations across multiple product lines, including borrowing, retail, and business sectors. 
  • You are able to create strategic initiatives aligned with overarching organisational goals and design.
  • You have expertise in managing cost lines effectively within operational frameworks.
  • You have a thorough understanding of UK consumer credit regulations.
  • You have a proven track record in crafting enduring product and credit strategies that deliver sustainable results.
  • You’re comfortable working in a fast-moving, fast-growing and sometimes ambiguous environment

🙌 What’s in it for you

✈️ 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.

🌈The Interview Process:

Our interview process involves 3 main stages: 

  • Recruiter Call (30 mins) - Once you apply, one of our Recruiters will reach out to you for an introductory conversation. 
  • Initial Chat (45 mins) - This will be an introductory conversation with our VP of Operations. 
  • Interview Loop - This stage consists of 3 separate interviews that usually happen across 1-2 days. This will be made up of technical interviews and a Leadership Interview. If you get through to this stage, your Recruiter will have a 20-minute chat with you beforehand to help you get ready and prepare for this stage.

Our average process takes around 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on [email removed - click apply for more details]

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. 


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, 2022 Diversity and Inclusion Report and 2023 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.


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