FOS Root Cause Analysis Manager

Job description

🚀 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 ❤️ 📍UK Remote | 💰£41,300 to £52,250 + Incentive Awards tied to your performance + Benefits ✨ ⭐️ Our Complaints Team The Complaints Team sits alongside our Customer Operations team to make sure we offer all our customers the best possible service, even when things go wrong. We embed empathy into our complaints process to turn distress into delight, and we're looking for people to join our team who can help us drive this mission forward. The Financial Ombudsman Service (“FOS”) plays an important role in the complaints journey and we have a regulatory obligation to learn from outcomes shared by the Ombudsman so that we can improve our products & services, and prevent customer harm. As a FOS RCA Manager, you’ll lead our FOS root cause analysis strategy, driving cross-functional accountability and enterprise governance across the business. You’ll oversee the monitoring of Key Risk Indicators (KRIs) and FOS outcomes, translating complex analytical findings into strategic remediation roadmaps, and partnering with senior leaders to eliminate systemic customer harm and ensure we’re continuously learning from Ombudsman decisions. 🔑 You’ll play a key role by... Establishing and refining our FOS RCA framework and methodology to drive consistent and high-impact investigations. Overseeing the monitoring of KRIs including referral, overturn, and uphold rates to identify high-risk focus areas and allocate analytical resources effectively. Preparing for and presenting strategic insights at key governance forums to create oversight and gain buy-in from senior leaders. Driving cross-functional accountability with domain leads, Product, Engineering and Operations to ensure business owners accept responsibility for root causes and implement agreed actions. Evaluating the long-term effectiveness of completed remediation initiatives through rigorous post-implementation reviews, ensuring systemic issues are fully resolved and measuring overall risk reduction. Mentoring and developing a high-performing team of RCA Analysts, conducting quality checks on deep dives, and fostering a culture of continuous operational improvement. 🤩 We’d love to hear from you if… Root cause leadership : proven experience leading RCA strategies, failure investigations, or continuous improvement functions within financial services is essential Regulatory expertise : in-depth knowledge of DISP, FCA regulatory expectations, and the end-to-end FOS journey and Ombudsman decision-making processes is essential. Senior stakeholder influence : exceptional ability to negotiate with, challenge, and