FOS Root Cause Analysis Manager

36 minutes ago
Full-time
Lead
Data Science and Analytics
Monzo

Monzo

Monzo is a digital retail bank and fintech company that provides smart banking solutions through its smartphone app. With over 8 million users, Monzo offers intelligent notifications, instant balance updates, and financial management tools to help user...

Banks
1K-5K
Founded 2015
$1100M raised

Description

  • Establish and refine the Financial Ombudsman Service root cause analysis framework and methodology.
  • Monitor key risk indicators, including referral, overturn, and uphold rates, to identify high-risk areas.
  • Present strategic insights at governance forums and secure senior leadership buy-in.
  • Drive accountability across Product, Engineering, Operations, and business domain leads for addressing root causes.
  • Develop remediation roadmaps and oversee implementation of corrective actions.
  • Conduct post-implementation reviews to evaluate remediation effectiveness and risk reduction.
  • Mentor and develop RCA Analysts, quality-check investigations, and promote continuous improvement.

Requirements

  • Proven experience leading root cause analysis, failure investigations, or continuous improvement functions in financial services.
  • In-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS complaints and decision-making process.
  • Strong ability to influence, negotiate with, and challenge senior stakeholders.
  • Experience using data-driven decision-making and analytics tools such as Looker.
  • Track record of preparing executive committee materials and working in enterprise risk management.
  • Ability to translate complex operational or technical findings into clear recommendations for board-level audiences.
  • Ability to work 40 hours per week, Monday to Friday, within core hours of 8am–6pm.
  • Must be based in the UK; visa sponsorship is not available.

Benefits

  • £41,300–£52,250 salary plus performance-linked incentive awards.
  • Fully remote UK working arrangement.
  • MacBook and additional support for home-office setup.
  • Access to Monzo’s broader employee benefits package.
  • Inclusive, equal-opportunity workplace with support for employee growth.

Interested in this position?

Apply directly on the company website

Apply Now

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