FOS Root Cause Analysis Manager

📍UK Remote | 💰£41,300 to £52,250 + Incentive Awards tied to your performance + Benefits  ✨

⭐️ Our Complaints Team 

The Complaints Team sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward.

The Financial Ombudsman Service (“FOS”) plays an important role in the complaints journey and we have a regulatory obligation to learn from outcomes shared by the Ombudsman so that we can improve our products & services, and prevent customer harm. 

As a FOS RCA Manager, you’ll lead our FOS root cause analysis strategy, driving cross-functional accountability and enterprise governance across the business. You’ll oversee the monitoring of Key Risk Indicators (KRIs) and FOS outcomes, translating complex analytical findings into strategic remediation roadmaps, and partnering with senior leaders to eliminate systemic customer harm and ensure we’re continuously learning from Ombudsman decisions.

🔑 You’ll play a key role by...

• Establishing and refining our FOS RCA framework and methodology to drive consistent and high-impact investigations.
• Overseeing the monitoring of KRIs including referral, overturn, and uphold rates to identify high-risk focus areas and allocate analytical resources effectively.
• Preparing for and presenting strategic insights at key governance forums to create oversight and gain buy-in from senior leaders. 
• Driving cross-functional accountability with domain leads, Product, Engineering and Operations to ensure business owners accept responsibility for root causes and implement agreed actions.
• Evaluating the long-term effectiveness of completed remediation initiatives through rigorous post-implementation reviews, ensuring 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.

🤩 We’d love to hear from you if…

• Root cause leadership: proven experience leading RCA strategies, failure investigations, or continuous improvement functions within financial services is essential
• Regulatory expertise: in-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes is essential.
• Senior stakeholder influence: exceptional ability to negotiate with, challenge, and gain buy-in from senior leaders to drive change.
• Data & analytics oversight: fluent in data-driven decision-making, with experience using tools like Looker to track metrics, identify trends, and measure risk exposure.
• Governance & risk management: strong track record of preparing executive committee decks, and enterprise risk management experience.
• Strategic communication: ability to distill complex operational failures and technical findings into clear, high-level narratives and actionable recommendations for board-level audiences.

🌈 The application journey has 4 key steps

• Application questions - We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
  
• Recruiter Call - 30 mins 
• 1st stage Technical Interview - 1 hour
• and if you pass the 1st stage, a 2nd stage interview with case study.

🙌 What’s in it for you

💰 £41,300 to £52,250 + Incentive Awards tied to your performance

⏰ This role requires you to work 40 hours a week, Monday - Friday between core hours 8am - 6pm.

📍This role is within the UK - we cannot sponsor Visas for this role

🏡 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.

Our average process takes around 4 weeks but we'll always work around your availability. You'll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact ninaebanksmetcalfe@monzo.com

This role will close when we feel we have received enough suitable applications, so please apply early.

#LI-REMOTE #LI-NEM