Errors Manager
Posted 8 hours 43 minutes ago by Monzo
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 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. You will work closely with teams such as Customer Operations, Finance, Product, Engineering and be a trusted advisor on error management and customer outcomes.
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
- 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
- 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
- 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
- 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
- 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
- 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 or fintech environment
- Exposure to incident management and operational resilience frameworks
- Excitement about helping Monzo scale in a compliant, thoughtful and controlled way
- Self starter who can work independently and make prioritisation decisions
- Hybrid working model, based in the Dublin office 2-3 days a week
- Flexible working hours to work at times that suit you and your team
- 34 days of annual leave, including 24 holiday days and 10 public holidays
- €1,200 learning budget each year for books, training courses and conferences
- Pension scheme - minimum 4% contribution with Monzo matching up to a maximum of 6%
- Well being benefits, including financial education, health support and mental health benefits, coaching and counselling
Diversity and inclusion are a priority for us and we are committed to fostering an inclusive environment for all people to grow and do their best work with us. We are 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, veteran, neurodiversity or disability status.
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