Errors Manager

Were on a mission to make money work for everyone.

Were 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 aspersonal 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 andcombine 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!

Were not about selling products - we want to solve problems and change lives through Monzo

Dublin 54700 - 66690 Incentive Awards tied to your performance benefits Hear from the team

About the role:

We are looking for an Errors Manager to lead the identification management and remediation of errors across Monzo Bank Europe (MBEU).

This is a key role within the Risk & Controls function ensuring that customer-impacting and operational errors are managed effectively remediated promptly and prevented from recurring in line with Central Bank of Ireland (CBI) expectations and the Consumer Protection Code.

You will play a critical role in protecting customers strengthening our control environment and ensuring we operate with transparency accountability and high standards of governance. Youll work closely with teams such as Customer Operations Finance Product Engineering and be a trusted advisor on error management and customer outcomes.

Youll play a key role in...

Error Identification & Management

• Own and maintain a comprehensive Errors Log ensuring all errors are captured classified and tracked consistently
• Define and implement a clear error taxonomy (type severity customer impact root cause)
• Ensure timely identification and escalation of material errors

Correction & Customer Redress

• Ensure all errors are corrected without delay in line with regulatory expectations
• Coordinate customer remediation including refunds and compensation (with interest where applicable)
• Oversee clear and transparent customer communications

Regulatory Compliance (CBI / CPC)

• Ensure compliance with the Consumer Protection Code and other applicable CBI requirements
• Assess and manage regulatory reporting obligations (including notification of material errors to the CBI where required)
• Maintain a strong audit trail and evidence base for all error handling activities

Root Cause Analysis & Prevention

• Lead root cause analysis (RCA) to identify underlying issues
• Distinguish between isolated incidents and systemic failures
• Partner with business product and engineering teams to implement control improvements and prevent recurrence

Governance & Reporting

• Provide regular reporting to senior management and governance forums (e.g. ERC Conduct Committees)
• Track key metrics such as error volumes and trends customer impact time to defect and remediate repeat errors

Incident Management & Operational Resilience Support

• Support the Operational Resilience Manager in managing incidents with customer or financial impact
• Ensure alignment between incident and error management including tracking and remediation
• Contribute to incident reporting and post-incident reviews feeding learnings into control improvements

Wed love to hear from you if have

• Experience in error management operational risk or a similar function within banking or digital banking
• Strong understanding of CBI regulatory expectations and the Consumer Protection Code
• Proven experience managing customer remediation and redress processes
• Strong analytical skills with experience in root cause analysis and control design
• Ability to operate in a fast-paced evolving environment
• Excellent communication skills able to engage with both operational teams and senior stakeholders
• Experience working with data reporting and dashboards
• Experience in a digital bank / fintech environment
• Exposure to incident management and operational resilience frameworks
• Youre excited about helping Monzo scale in a compliant thoughtful and controlled way
• You are a self-starter and able to work independently and make prioritisation decisions

Whats in it for you

54700 - 66690 Incentive Awards tied to your performance

This role will have a hybrid working model based in our Dublin office 2 - 3 days a week

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

Annual Leave - 34 days including public holidays (24 holiday days 10 public holidays)

1200 learning budget each year to use on books training courses and conferences

Private healthcare scheme

Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

Wellbeing benefits: financial education womens and mens health support mental health benefits including coaching and counselling

The application journey has 3 key steps

• 30 min call with the Recruiter
• 30 min call with the Hiring Manager
• 2 hours of technical and behavioural interviews

This process should take around 3-4 weeks - your schedule is really important to us so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

Well 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 dont miss out.

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Equal opportunities for everyone

Diversity and inclusion are a priority for us and were making sure we have lots of support for all of our people to grow at Monzo. At Monzo were 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.

Were 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 dont need full or birth names at application stage