FOS Root Cause Analysis Manager

🔥 22 hours ago

🇬🇧 United Kingdom – Remote

💵 £41.3k - £52.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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Monzo Bank

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🏦 Banking

💳 Fintech

👥 B2C

Banking • Fintech • B2C

Monzo Bank is a digital bank based in the UK, known for its innovative app offering a wide range of personal banking services. It provides features such as fee-free spending abroad, automatic bill sorting, early salary payments, and round-up savings. Monzo offers various account types, including joint accounts, under 16s accounts, and savings pots with competitive interest rates. Customers can manage savings, investments, and pensions directly through the app, along with credit and loan options. Monzo emphasizes strong security features and customer support, making banking easy and accessible for its users.

📋 Description

• Establish and refine the FOS root cause analysis framework and methodology • Oversee monitoring of KRIs, including referral, overturn, and uphold rates • Identify high-risk focus areas and allocate analytical resources • Prepare and present strategic insights at governance forums • Drive cross-functional accountability with domain leads, Product, Engineering, and Operations • Ensure business owners accept responsibility for root causes and implement agreed actions • Evaluate the long-term effectiveness of remediation initiatives through post-implementation reviews • Ensure systemic issues are resolved and measure overall risk reduction • Mentor and develop a high-performing team of RCA Analysts • Conduct quality checks on deep dives • Foster continuous operational improvement

🎯 Requirements

• Proven experience leading RCA strategies, failure investigations, or continuous improvement functions within financial services is essential • In-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes is essential • Exceptional ability to negotiate with, challenge, and gain buy-in from senior leaders • Fluency in data-driven decision-making • Experience using tools like Looker to track metrics, identify trends, and measure risk exposure • Strong track record of preparing executive committee decks • Enterprise risk management experience • Ability to distill complex operational failures and technical findings into clear, high-level narratives and actionable recommendations for board-level audiences • Must work 40 hours per week, Monday–Friday, between core hours 8am–6pm • Role is within the UK; visa sponsorship is unavailable

🏖️ Benefits

• Incentive Awards tied to your performance • Work-from-home setup support for fully remote workers • Macbook provided to all employees • Benefits package • Support for employee growth • Equal opportunity and inclusive work environment