Join us in our mission to empower individuals with their finances.

We are actively transforming the outdated and perplexing practices of traditional banking.

With our vibrant coral cards, early access to wages, and a focus on financial literacy through social media, paired with our acclaimed customer support, we have a proven track record of creating extraordinary experiences for our customers!

Rather than merely promoting products, our goal is to address challenges and significantly impact lives through Monzo.

We are seeking a talented Disputes Subject Matter Expert to elevate our strategy at Monzo. In this pivotal role, you will lead disputes management within a dynamic, cross-functional team dedicated to developing and refining controls to optimize Disputes Risk management while ensuring a top-tier customer experience.

The ideal candidate will possess extensive knowledge of the disputes sector, including in-depth technical expertise relevant to card scheme regulations. A data-driven mindset is essential for identifying and overcoming obstacles and ensuring that we develop robust systems and controls to navigate disputes risks. Your exceptional stakeholder management abilities will foster collaboration across teams to drive meaningful outcomes.

As we innovate our disputes approach at Monzo, you will support our newly established Disputes Product Squad. Expect a collaborative environment where you’ll partner with skilled engineers, data scientists, and operational specialists, all working towards a shared purpose.

• Champion the implementation of our Disputes Strategy throughout Monzo as we introduce new products and expand into new markets.
• Cultivate strategic partnerships with operations, product managers, and senior executives to share your disputes expertise and help shape business objectives.
• Conceive, develop, and oversee the implementation of cutting-edge disputes capabilities alongside data scientists, machine learning professionals, product managers, and engineers across various teams.
• Provide expert insight to aid in the creation of disputes systems designed to efficiently manage risks in multiple jurisdictions.
• Nurture a strong relationship with our disputes operations teams, promoting effective communication and knowledge exchange regarding risks.
• Establish and interpret key performance metrics for critical systems, reporting findings to relevant committees regularly.
• Identify high-priority issues and collaborate with the Fraud & Disputes Team to drive innovative solutions.
• Engage in external working groups focused on disputes to broaden your insights and expertise.

Qualifications:

• A proven track record in a Risk, Product, or Business Analyst capacity.
• Success in spearheading improvements to operational systems.
• Experience in Disputes, Fraud, or Payments.
• Adept at navigating fast-paced, high-volume settings and excelling amidst ambiguity.
• Proficiency in SQL and Looker; experience with BigQuery is a valuable bonus.
• Strong ability to analyze data to identify trends, draw conclusions, and recommend enhancements for our Disputes Management capabilities.
• Skillful at presenting information and recommendations clearly across the organization.
• Understanding of disputes risks and the ability to communicate this understanding across the business.
• Capability to convey processes and complex technical requirements to engineering teams effectively.
• A collaborative mindset with comfort in engaging with product managers, engineers, and data scientists to pinpoint operational needs.
• Proactive and motivated to independently drive initiatives forward.
• Organized and able to perform efficiently under pressure while meeting tight deadlines.

What We Offer:

While this role can be performed anywhere in the UK, some travel to our London office may be required.

We champion flexible working hours, trusting you to manage your time effectively to fulfill your responsibilities.

A generous £1,000 annual learning budget is available for books, training, and conferences to support your professional growth.

We provide all the tools you need to work from home, including MacBooks, and offer additional support for remote work setups.

The Recruitment Process:

• Initial call with a member of our hiring team.
• Follow-up call with the hiring manager.
• A two-part Technical and Stakeholder interview with our broader team.

This process typically spans 2-3 weeks, and we are committed to being flexible to accommodate your schedule!

For any questions, feel free to reach out. We want to ensure the application process is accessible, especially if you have a disability or neurodiversity concerns.
Please apply promptly as we will close this position once we receive enough applications for the next steps.

Commitment to Diverse Opportunities:

Diversity and inclusion are at the heart of our values. We are dedicated to creating a supportive environment that empowers everyone at Monzo to succeed. Our commitment to diversity is integral to our vision of making money work for all. Explore more about our initiatives in our 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We are an equal opportunity employer. All candidates will be evaluated for their qualifications without regard to age, ethnicity, religion, gender, sexual orientation, gender identity, family or parental status, nationality, veteran status, neurodiversity, or disability status.

Preferred names are welcome in applications as we prioritize comfort and inclusivity.

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Confirmation of UK Right to Work status is required before starting a position with us, and this won’t affect your application outcome unless visa sponsorship is needed.

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We aspire to create an equitable, engaged, and innovative workplace for all candidates. Your participation in our identity survey is voluntary and will remain confidential to assist us in understanding and improving our hiring processes.