Financial Crime Team Manager, Merchant Acquiring, Business Banking

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond.

Our UK customers can also save , invest and combine our pensions with us. 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

Remote in the UK | £32,200 - £43,600 + Incentive Awards tied to your performance + Benefits Our Merchant Acquiring Financial Crime Team

Are you interested in leading a team at the frontline of merchant acquiring financial crime prevention? Our Financial Crime Customer Operations team is the shield of Monzo — the frontline defence protecting Monzo and our customers from fraud, money laundering, and other financial crime. We're looking for an individual with a blend of experience in preventing financial crime in Business Banking — essentially in Merchant Acquiring — and tenured experience of team leadership to join our Financial Crime Operations team.

You’ll play a key role by...

• Managing the personal & professional development of approximately 12 Financial Crime Business Banking – Acquiring Investigators.
• Fostering an empathetic, high-performance culture in the team.
• Providing technical coaching, feedback, and advice relating to merchant acquiring financial crime tasks (KYB, merchant due diligence, card scheme compliance, and investigations).
• Answering escalations and completing quality control across the full merchant lifecycle — onboarding, underwriting, ongoing monitoring, and offboarding.
• Analysing and driving improvement in team performance, and reporting relevant insights.
• Monitoring and maintaining service level adherence on the work completed by the team, reviewing work status and availability of your team members.
• Providing meaningful feedback to your team and ensuring learnings are taken from it.
• Communicating and embedding change within the team, driving a positive culture to help us progress as we grow.
• Contributing to a strong control environment by minimising breaches and risk events, and helping strengthen controls across our acquiring portfolio.
• Reviewing complaints attributed to the team and identifying opportunities for improvement.
• Ensuring suspicious activity, money laundering, or fraud risks identified by the team are appropriately escalated and reported to the Financial Crime Risk Team and relevant authorities.
• Conducting job interviews for financial crime investigators and contributing to hiring decisions.
• Chairing employee relations cases and making decisions consistent with Monzo's values.
• Being part of a high performing management team, supporting each other when required.

We’d love to hear from you if…

• Subject Matter Expert/Knowledge of Merchant Acquiring/Payment merchant services or deep knowledge of card scheme rules and onboarding for card schemes
• You have proven experience working in a KYC/B, AML, or compliance-related role within the payments industry or financial services sector
• You have a strong proven background in managing a team within Financial Crime in Business Banking, with exposure to Merchant Acquiring / payment merchant services.
• You have an understanding of current financial crime trends and acquiring typologies (e.g. structuring, shell merchants, abuse of merchant facilities).
• You have experience providing technical coaching and feedback on FC Business Banking tasks.
• You're a clear and inspiring communicator, with excellent written and verbal English.
• You're empathetic and have a supportive approach to people leadership.
• You're great at prioritising problems and assessing risk in an operations environment.
• You are passionate about working in a fast paced environment and…