About the role
We are looking for an Errors Manager to lead the identification, management, and remediation of errors across Monzo Bank Europe (MBEU).
This is a key role within the Risk & Controls function, ensuring that customer-impacting and operational errors are managed effectively, remediated promptly, and prevented from recurring in line with Central Bank of Ireland expectations and the Consumer Protection Code.
You will play a critical role in protecting customers, strengthening our control environment, and ensuring we operate with transparency, accountability, and high standards of governance.
You will work closely with teams such as Customer Operations, Finance, Product, Engineering and be a trusted advisor on error management and customer outcomes.
Error Identification & Management
Own and maintain a comprehensive Errors Log, ensuring all errors are captured, classified, and tracked consistently
Define and implement a clear error taxonomy (type, severity, customer impact, root cause)
Ensure timely identification and escalation of material errors
Correction & Customer Redress
Ensure all errors are corrected without delay, in line with regulatory expectations
Coordinate customer remediation, including refunds and compensation (with interest where applicable)
Oversee clear and transparent customer communications
Regulatory Compliance (CBI / CPC)
Ensure compliance with the Consumer Protection Code and other applicable CBI requirements
Assess and manage regulatory reporting obligations (including notification of material errors to the CBI where required)
Maintain a strong audit trail and evidence base for all error handling activities
Root Cause Analysis & Prevention
Lead root cause analysis (RCA) to identify underlying issues
Distinguish between isolated incidents and systemic failures
Partner with business, product, and engineering teams to implement control improvements and prevent recurrence
Governance & Reporting
Provide regular reporting to senior management and governance forums (e.g. ERC, Conduct Committees)
Track key metrics such as error volumes and trends, customer impact, time to defect and remediate, repeat errors
Incident Management & Operational Resilience Support
Support the Operational Resilience Manager in managing incidents with customer or financial impact
Ensure alignment between incident and error management, including tracking and remediation
Contribute to incident reporting and post-incident reviews, feeding learnings into control improvements
Qualifications
Experience in error management, operational risk or a similar function within banking or digital banking
Strong understanding of CBI regulatory expectations and the Consumer Protection Code
Proven experience managing customer remediation and redress processes
Strong analytical skills, with experience in root cause analysis and control design
Ability to operate in a fast-paced, evolving environment
Excellent communication skills – able to engage with both operational teams and senior stakeholders
Experience working with data, reporting and dashboards
Experience in a digital bank or fintech environment
Exposure to incident management and operational resilience frameworks
Excitement about helping Monzo scale in a compliant, thoughtful and controlled way
Self-starter who can work independently and make prioritisation decisions
Benefits
Hybrid working model, based in the Dublin office 2–3 days a week
Flexible working hours to work at times that suit you and your team
34 days of annual leave, including 24 holiday days and 10 public holidays
€1,200 learning budget each year for books, training courses and conferences
Pension scheme – minimum 4% contribution with Monzo matching up to a maximum of 6%
Well-being benefits, including financial education, health support and mental health benefits, coaching and counselling
Equal opportunities for everyone
Diversity and inclusion are a priority for us and we are committed to fostering an inclusive environment for all people to grow and do their best work with us.
We are an equal opportunity employer.
All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.
If you have a preferred name, please use it when applying.
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