Operations Analyst, Financial Crime

Overview

🚀 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 ❤️

⭐ Our Financial Crime (Fincrime) teamOur Mission in the Financial Crime & Fraud Collective is to earn and keep our customers’ trust, support Monzo’s safe growth, and contribute to building a safer society. Our Fincrime Operations Analysts are crucial to the success of this mission.

• The Fincrime Operations Analyst role supports our Team Managers, Investigators, and the wider domain to achieve accurate and efficient outcomes for our customers.
• They are responsible for the completion of some of the highest risk and most complex tasks, implementing control enhancements, leading on projects through to implementation, delivering training and coaching, supporting the Operations Manager in a wide range of service and product delivery tasks, analysing MI and creating effective action plans to support the delivery of business performance and contributing to the wider success of the Fincrime operation.
• Operations Analysts work within a mixture of regulated and unregulated deadlines. Their role acts as the final point of technical escalation providing technical support to Investigators and Team Managers, and oversees quality assurance processes and emerging risks while supporting the quality of performance and knowledge across Fincrime.
• Investigating the most complex and high risk cases ensuring accurate and efficient resolution, completed within service level agreements.
• Creating and maintaining our operational guidance and processes (including Guru, Text Expander, SAR templates etc.) to ensure they accurately reflect our policies, standards, and procedures.
• Partnering with product and risk teams to design change and ensure operational needs, goals, and principles are considered in the development process.
• Creating and managing the delivery of readiness plans to ensure significant change is safely launched and embedded.
• Building success metrics for change delivery, and using this to validate our approach or influence a change in approach.
• Collaborating with our communication teams, learning and development team, quality assurance team, and other support functions, to support change readiness.
• Acting as a final point of technical escalation for our operational teams.
• Proactively identifying opportunities for improvement of our operational tools or processes.
• Recommending solutions to relevant stakeholders (e.g, through change proposals) to drive operational improvement.
• Collaborating with the change and operational support teams to ensure all operational change requirements (pre and post change) are delivered.
• Independently communicating and delivering smaller-scale changes to existing guidance processes.
• Ensuring help articles and other customer-facing materials remain current.
• Completing targeted deep-dives into areas of local operational concern, and escalates findings to the continuous improvement team.
• Maintaining the correct access and permissions for Financial Crime Investigators.
• Providing constructive feedback to Fincrime Investigators and Managers and working together to create effective and robust action plans to aid the delivery of service, quality or performance within pillar.
• Supporting urgent or complex complaints investigations that require fincrime expertise (e.g., complaints escalated to Financial Ombudsman Service).
• Supporting with hiring and training across their pillar, as required.
• Working with L&D to create training materials and guidance for workshops and training sessions.
• Operational responsibility for control and product testing within their financial crime domain.

• We’d love to hear from you if you have a values driven approach in line with Monzo’s core values
• You have excellent English written & verbal communication skills
• Yo…