Errors Manager

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts , accounts for 16-17 year olds , a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save , invest and combine their pensions with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ 📍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...