Errors Manager

Dublin | 54,700 - 66,690 + Incentive Awards tied to your performance benefits | Hear from the team

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 (CBI) 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'll work closely with teams such as Customer Operations, Finance, Product, Engineering and be a trusted advisor on error management and customer outcomes.

You'll play a key role in...

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

We'd love to hear from you if have...

• 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 / fintech environment
• Exposure to incident management and operational resilience frameworks
• You're excited about helping Monzo scale in a compliant, thoughtful and controlled way
• You are a self-starter, and able to work independently and make prioritisation decisions

What's in it for you

54,700 - 66,690 + Incentive Awards tied to your performance

This role will have a hybrid working model, based in our Dublin office 2 - 3 days a week

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team

Annual Leave - 34 days including public holidays (24 holiday days + 10 public holidays)

1,200 learning budget each year to use on books, training courses and conferences

Private healthcare scheme

Pension scheme: the minimum contribution is 4% and Monzo matches any additional contributions that you make up to a maximum of 6%

Wellbeing benefits: financial education, women's and men's health support, mental health benefits, including coaching and counselling

The application journey has 3 key steps

• 30 min call with the Recruiter
• 30 min call with the Hiring Manager
• 2 hours of technical and behavioural interviews

This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible! We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

We'll only close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don't miss out.

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