FOS Root Cause Analysis Manager

Monzo Bank
United Kingdom
Workplace: RemoteFull timeGBP 41,300 - 52,250 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Stakeholder management","Strategic communication","Mentoring","Governance","Continuous improvement"]

Lead Monzo’s FOS root cause analysis strategy within the Complaints team, partnering with senior leaders and domain owners to identify systemic customer harm and drive effective remediation. Oversee KPI monitoring for FOS outcomes, establish and refine the RCA framework and methodology, and present insights at governance forums. Mentor RCA Analysts and ensure post-implementation reviews improve risk reduction through continuous operational learning.

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Monzo Bank
Monzo Bank
1 day ago

FOS Root Cause Analysis Manager

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Job Summary

Lead Monzo’s FOS root cause analysis strategy within the Complaints team, partnering with senior leaders and domain owners to identify systemic customer harm and drive effective remediation. Oversee KPI monitoring for FOS outcomes, establish and refine the RCA framework and methodology, and present insights at governance forums. Mentor RCA Analysts and ensure post-implementation reviews improve risk reduction through continuous operational learning.
Location: United Kingdom
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Establish and refine the FOS RCA framework and methodology to drive consistent, high-impact investigations.
  • •Oversee monitoring of key risk indicators and FOS outcome rates (referral, overturn, uphold) to identify high-risk focus areas.
  • •Prepare and present strategic insights at governance forums to create oversight and gain buy-in from senior leaders.
  • •Drive cross-functional accountability with domain leads, Product, Engineering, and Operations to ensure actions address root causes.
  • •Evaluate long-term effectiveness of remediation via post-implementation reviews to ensure systemic issues are resolved and risk is reduced.

Pay and Benefits

Salary: GBP 41,300 - 52,250 annually
Perks:Remote Work

Key Requirements

  • •Proven experience leading root cause analysis strategies, failure investigations, or continuous improvement functions within financial services.
  • •In-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes.
  • •Experience mentoring and developing RCA analysts, including quality checks on deep dives.
  • •Strong data and analytics oversight, using tools such as Looker to track metrics, identify trends, and measure risk exposure.
  • •Track record preparing executive committee decks and demonstrating enterprise risk management and governance expertise.
Experience:Financial servicesComplaintsRegulatory
Skills:Stakeholder managementStrategic communicationMentoringGovernanceContinuous improvement
Tech Stack:Looker

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Monzo Bank
Monzo is a UK-based digital bank offering mobile-first current accounts, savings, business banking, and financial tools focused on transparency, low fees, and real-time money management for consumers and small businesses.
Industry: Neobanking
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: London, United Kingdom
Founded: 2015
WebsiteLinkedIn