Senior Manager of FinCrime, Fraud, Disputes Change
2024-09-06
UK
Monzo
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 ✨
Remote | £85,000 - £115,000 + Benefits ⭐Our teamOur Mission in the Financial Crime Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our leaders are crucial to the success of this mission.This role will lead our financial crime, fraud and disputes change management team who are responsible for delivering change into our Operational teams from the wider business.
⭐The Role …To set and uphold standards for operational change management and oversee the design and delivery of multi-disciplinary change projects that will help grow Monzo safely at pace.
This role is accountable for ensuring we're executing our Ops vision of fast, low-effort customer support that helps build confidence in Monzo by enforcing our product and support design principles.
The change management lead will work closely with key stakeholders across Fincrime and Operations teams to ensure that we have strong engagement in the change planning, such as timing, approach and impact of changes that are likely to impact Operations, and that COps teams are prepared to support the delivery of that change whilst providing feedback regarding change impact, customer feedback to help support continuous improvement.
You’ll play a key role by…
Leading team of Ops Change managers who are responsible for supporting our highest impact changes to COps services (new controls, geographies, Monzo-wide marketing, and multi-domain impacting Ops product or existing product launches) through creation and delivery of Ops roadmaps and readiness plans.
Setting high standards and practices for how change is planned and delivered. This includes sign-off protocols and repeatable blueprints for strong change oversight, both pre and post change.
Working closely with our Fincrime, Fraud and Disputes teams to deliver change safely, on time and on budget, meeting the goals of Monzo
Coaching and performance management of the team.
Capacity planning and prioritisation to support highest priority changes.
Developing best practice, repeatable processes and maturing the change discipline.
Managing oversight of successful change to our COps services including designing, embedding and maturing appropriate standards and processes for changes to COps services which create strong partnership with Product teams, holding the bar for creating effortless experiences, giving oversight of all upcoming changes and ensuring risks are managed.
Setting the standards for COps readiness plans for single domains, and approval for highest impact changes (managed by Ops change team) to hold the bar for reaching standards and ensuring all risks are understood, and highlighting where different initiatives need collaboration or alignment on timing.
Maintaining close partnership with Fincrime leadership teams to input into plans and strategy which will support upcoming and future business changes, including how to make COps service changes effortlessly repeatable.
Project management of highest impact projects for Ops where appropriate including support for highest complexity incidents.
Working closely with Learning & Development teams to ensure we continue to upskill our COps.
Working closely with our Quality Assurance teams to ensure we are delivering a tight feedback loop and delivering continuous improvement.
Being able to separate readiness in a build phase, such as temporary uplift when launching new change, and run phase, such as ongoing impact of a change that’s been fully delivered.
We’d love to hear from you if…
Have strong leadership and proven people management experience at a Senior level within Financial Crime, Fraud and/or Disputes Operations
Stakeholder management skills; influencing and proactive relationship building
Confidence in managing conflicting priorities and tight deadlines
Proven experience of delivering and leading operational change at pace
Ability to coach and develop teams and individuals to achieve and maintain high performance
Strong communications skills and be able to deliver business wide messages in line with our values and ensure message has landed with clarity
Subject matter expertise in Financial Crime within Regulated Financial Services with a strong understanding of the relevant policies and regulations. Likely to hold a professional certificate in Anti Money Laundering, or a similar industry qualification e.g. ICA Advanced Certificate, ACAMS
Ability to work well independently & work collaboratively as part of a team
Ability to work to deadlines, prioritise time sensitive workloads and managing a constantly changing and evolving work environment
Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
Data led, knowing how to ask for the right data to test through change
Confident networker, can navigate wider audiences and manage close relationships with folk from Data, Product, Eng and operations disciplines
What’s in it for you
£85,000 - £115,000 ➕ share options.
This role can be based remotely from anywhere within the UK
⏰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 application journey has 3 key steps
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 Senior Director of Financial Crime, Fraud & Disputes 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.
This process should take around 4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
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.
If you’d prefer to work part-time, please let us know and we'll make this happen if we can.
#LI-REMOTE #LI-DR
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, 2023 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
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 ✨
Remote | £85,000 - £115,000 + Benefits ⭐Our teamOur Mission in the Financial Crime Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our leaders are crucial to the success of this mission.This role will lead our financial crime, fraud and disputes change management team who are responsible for delivering change into our Operational teams from the wider business.
⭐The Role …To set and uphold standards for operational change management and oversee the design and delivery of multi-disciplinary change projects that will help grow Monzo safely at pace.
This role is accountable for ensuring we're executing our Ops vision of fast, low-effort customer support that helps build confidence in Monzo by enforcing our product and support design principles.
The change management lead will work closely with key stakeholders across Fincrime and Operations teams to ensure that we have strong engagement in the change planning, such as timing, approach and impact of changes that are likely to impact Operations, and that COps teams are prepared to support the delivery of that change whilst providing feedback regarding change impact, customer feedback to help support continuous improvement.
You’ll play a key role by…
Leading team of Ops Change managers who are responsible for supporting our highest impact changes to COps services (new controls, geographies, Monzo-wide marketing, and multi-domain impacting Ops product or existing product launches) through creation and delivery of Ops roadmaps and readiness plans.
Setting high standards and practices for how change is planned and delivered. This includes sign-off protocols and repeatable blueprints for strong change oversight, both pre and post change.
Working closely with our Fincrime, Fraud and Disputes teams to deliver change safely, on time and on budget, meeting the goals of Monzo
Coaching and performance management of the team.
Capacity planning and prioritisation to support highest priority changes.
Developing best practice, repeatable processes and maturing the change discipline.
Managing oversight of successful change to our COps services including designing, embedding and maturing appropriate standards and processes for changes to COps services which create strong partnership with Product teams, holding the bar for creating effortless experiences, giving oversight of all upcoming changes and ensuring risks are managed.
Setting the standards for COps readiness plans for single domains, and approval for highest impact changes (managed by Ops change team) to hold the bar for reaching standards and ensuring all risks are understood, and highlighting where different initiatives need collaboration or alignment on timing.
Maintaining close partnership with Fincrime leadership teams to input into plans and strategy which will support upcoming and future business changes, including how to make COps service changes effortlessly repeatable.
Project management of highest impact projects for Ops where appropriate including support for highest complexity incidents.
Working closely with Learning & Development teams to ensure we continue to upskill our COps.
Working closely with our Quality Assurance teams to ensure we are delivering a tight feedback loop and delivering continuous improvement.
Being able to separate readiness in a build phase, such as temporary uplift when launching new change, and run phase, such as ongoing impact of a change that’s been fully delivered.
We’d love to hear from you if…
Have strong leadership and proven people management experience at a Senior level within Financial Crime, Fraud and/or Disputes Operations
Stakeholder management skills; influencing and proactive relationship building
Confidence in managing conflicting priorities and tight deadlines
Proven experience of delivering and leading operational change at pace
Ability to coach and develop teams and individuals to achieve and maintain high performance
Strong communications skills and be able to deliver business wide messages in line with our values and ensure message has landed with clarity
Subject matter expertise in Financial Crime within Regulated Financial Services with a strong understanding of the relevant policies and regulations. Likely to hold a professional certificate in Anti Money Laundering, or a similar industry qualification e.g. ICA Advanced Certificate, ACAMS
Ability to work well independently & work collaboratively as part of a team
Ability to work to deadlines, prioritise time sensitive workloads and managing a constantly changing and evolving work environment
Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
Data led, knowing how to ask for the right data to test through change
Confident networker, can navigate wider audiences and manage close relationships with folk from Data, Product, Eng and operations disciplines
What’s in it for you
£85,000 - £115,000 ➕ share options.
This role can be based remotely from anywhere within the UK
⏰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 application journey has 3 key steps
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 Senior Director of Financial Crime, Fraud & Disputes 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.
This process should take around 4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [email protected]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
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.
If you’d prefer to work part-time, please let us know and we'll make this happen if we can.
#LI-REMOTE #LI-DR
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, 2023 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.
If you have a preferred name, please use it to apply. We don't need full or birth names at application stage