Errors Manager

About the role

Monzo is hiring an Errors Manager to oversee how customer-facing and operational errors are found, recorded, corrected, and prevented across Monzo Bank Europe. The role sits in the Risk & Controls team and is central to maintaining strong governance, protecting customers, and meeting expectations set by the Central Bank of Ireland and the Consumer Protection Code.

You will work across Customer Operations, Finance, Product, and Engineering, acting as a dependable partner on error handling, customer outcomes, and control improvements. The role is based in Dublin with a hybrid working pattern.

Key responsibilities

• Maintain a complete and accurate error register, ensuring every issue is logged, categorised, and monitored consistently.
• Create and apply a structured error classification model covering type, severity, customer effect, and underlying cause.
• Spot significant errors quickly and escalate them within the required timelines.
• Make sure errors are fixed promptly and in line with regulatory expectations.
• Coordinate customer redress activities, including refunds, compensation, and interest where appropriate.
• Ensure customer communication around errors is clear, timely, and transparent.
• Support compliance with the Consumer Protection Code and other Central Bank of Ireland requirements.
• Manage reporting duties, including notifying the CBI of material errors when required.
• Keep a strong evidence trail for all error handling, remediation, and communication activity.
• Lead root cause analysis to uncover what happened and why.
• Separate one-off mistakes from wider control or process failures.
• Work with business, product, and engineering teams to improve controls and reduce repeat issues.
• Prepare regular updates for senior leadership and governance bodies such as ERC and Conduct Committees.
• Monitor and report on error trends, customer impact, remediation speed, and repeat incidents.
• Support the Operational Resilience Manager on incidents with customer or financial impact.
• Align incident management with error management, including tracking, remediation, and post-incident learning.

Requirements

• Background in error management, operational risk, or a similar role within banking or digital banking.
• Good working knowledge of Central Bank of Ireland expectations and the Consumer Protection Code.
• Direct experience handling customer remediation and redress processes.
• Strong analytical capability, including root cause analysis and control design.
• Comfort working in a fast-moving, changing environment.
• Strong communication skills and the ability to work with both operational teams and senior stakeholders.
• Experience using data, reports, and dashboards to track and present findings.
• Experience in a digital bank or fintech setting.
• Exposure to incident management and operational resilience frameworks.
• Ability to work independently, prioritise effectively, and take initiative.

Perks and benefits

• Annual compensation of €54,700 to €66,690, plus performance-linked incentive awards.
• Hybrid working from the Dublin office 2 to 3 days per week.
• Flexible working hours.
• 34 days of annual leave, including 24 holiday days and 10 public holidays.
• €1,200 yearly learning budget for books, courses, and conferences.
• Private healthcare coverage.
• Pension plan with a minimum employee contribution of 4% and Monzo matching additional contributions up to 6%.
• Wellbeing support covering financial education, women’s and men’s health, and mental health support including coaching and counselling.

Hiring process

The selection process is expected to take about 3 to 4 weeks and includes three stages: a 30-minute recruiter call, a 30-minute hiring manager call, and 2 hours of technical and behavioural interviews. Monzo aims to stay flexible with scheduling.

Equal opportunities

Monzo is committed to inclusive hiring and welcomes applicants from all backgrounds. Employment decisions are made without regard to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran status, neurodiversity, or disability status. Applicants may use their preferred name when applying.