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Salary: GBP 41,300 - 52,250 / annual
Monzo is a UK-based fintech company on a mission to make money work for everyone, offering personal and business bank accounts, joint accounts, credit cards, savings, investments, and pensions products.
As FOS Root Cause Analysis Manager, you will lead the company's Financial Ombudsman Service (FOS) root cause analysis strategy and drive cross-functional accountability across the business. This role sits within the Complaints Team and focuses on learning from FOS outcomes to improve products and services and prevent customer harm.
Key responsibilities include:
• Establishing and refining the FOS RCA framework and methodology to drive consistent, high-impact investigations
• Overseeing monitoring of Key Risk Indicators (KRIs) including referral, overturn, and uphold rates to identify high-risk focus areas and allocate analytical resources
• Preparing and presenting strategic insights at governance forums to create oversight and secure buy-in from senior leaders
• Driving cross-functional accountability with domain leads, Product, Engineering, and Operations teams to ensure business owners accept responsibility for root causes and implement agreed remediation actions
• Evaluating long-term effectiveness of completed remediation initiatives through rigorous post-implementation reviews to ensure systemic issues are fully resolved and measuring overall risk reduction
• Mentoring and developing a high-performing team of RCA Analysts, conducting quality checks on deep dives, and fostering a culture of continuous operational improvement
You will work 40 hours per week, Monday–Friday, with core hours 8am–6pm UK time. The role is fully remote within the UK, with home office setup support provided.
REQUIREMENTS (Essential):
• Proven experience leading RCA strategies, failure investigations, or continuous improvement functions within financial services
• In-depth knowledge of DISP regulations, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes
• Exceptional ability to negotiate with, challenge, and gain buy-in from senior leaders to drive change
• Fluency in data-driven decision-making with experience using tools like Looker to track metrics, identify trends, and measure risk exposure
• Strong track record of preparing executive committee decks and enterprise risk management experience
• Ability to distill complex operational failures and technical findings into clear, high-level narratives and actionable recommendations for board-level audiences
