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Salary: GBP 32,200 - 43,600 / annual
Monzo is a digital bank on a mission to make money work for everyone. This role is a Fraud Team Manager for the out-of-hours shift, leading a team of approximately 12 Fraud Investigators working 5pm–1:30am, Monday–Friday.
You will be responsible for the day-to-day management and development of your team, fostering a high-performance, empathetic culture while balancing regulated and unregulated fraud tasks. Your responsibilities include:
• Analysing and reporting on team performance and absence data, identifying trends and taking proactive action
• Delivering timely feedback, coaching, and learning support to develop team members
• Implementing formal performance and absence management processes where necessary
• Managing team wellbeing through return-to-work conversations and working with People teams on necessary adjustments
• Keeping the team engaged with Monzo's mission by helping them connect their work to broader business goals
• Supporting personal development plans and career progression for each team member
• Maintaining accurate documentation and supporting hiring across the fraud domain
• Providing technical coaching on fraud-related tasks and resolving complex escalations
• Monitoring service level adherence and feeding back to Workforce Management
• Reviewing complaints and quality assurance failures, identifying improvement opportunities
• Conducting quality checks and providing constructive feedback
• Chairing employee relations cases and making decisions aligned with Monzo's values
This is a fully remote role based in the UK. The working pattern is 37.5 hours per week on the overnight shift (5pm–1:30am, Monday–Friday). Start date is 4 January 2027.
Requirements:
• Strong leadership and people management experience
• Values-driven approach aligned with Monzo's core values
• Strong subject matter expertise in fraud at a level able to resolve complex and technical escalations
• Ability to coach and develop teams and individuals
• Experience identifying performance and wellbeing trends and delivering coaching and support
• Ability to provide specific, actionable feedback to a wide range of audiences and levels
• Ability to work independently and collaboratively as part of a team
• Ability to work to deadlines and prioritise time-sensitive workloads
