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Director of Fincrime, Fraud and Disputes Operations, Monzo Europe

Ireland

🚀 We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking. 

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 ❤️

Hear from our team about what it's like working at Monzo ✨

 

📍Dublin, Ireland | 💰circa €160,000 + Benefits | Hear from the team ✨

We are seeking a seasoned and dynamic Director of Fincrime, Fraud, and Disputes to join our team in Ireland. This leadership role ensures robust policies, processes and controls are in place to detect, prevent, and respond to financial crime risks including fraud, money laundering, sanctions and disputes, while also ensuring seamless customer dispute resolution. The role requires a strategic thinker with a proven track record in managing financial crime prevention, fraud detection, and disputes resolution within the financial services industry. The successful candidate will have a track record in balancing operational efficiency, compliance and customer experience while overseeing our outsourced partners responsible for first-line operations and collaborate closely with second-line teams to shape and influence policy.

Key Responsibilities:

  1. Leadership and Strategy:
    • Develop and implement a comprehensive strategy to effectively manage financial crime, fraud, and disputes across the EU region.
    • Provide leadership and direction to the team and outsourced partners to ensure alignment with organisational goals and regulatory requirements.
  2. Outsourced Partner Management:
    • Oversee the performance of outsourced partners responsible for first-line operations, ensuring they adhere to our standards and meet Service Level Agreements (SLAs).
    • Conduct regular reviews and audits of outsourced activities to identify areas for improvement and ensure compliance with internal policies and external regulations.
  3. Collaboration and Policy Development:
    • Collaborate with second-line and third-line teams to develop, review, and influence policies related to financial crime, fraud prevention, and dispute resolution.
    • Serve as a subject matter and market expert, providing insights and recommendations to enhance existing frameworks or introduce new policies.
  4. Financial Crime and Fraud Risk Management and Compliance:
    • Lead the design and implementation of robust systems and processes to identify, assess, and mitigate financial crime and fraud risks and controls, ensuring they are managed effectively and compliant with the relevant regulations (including AML, CTF, Sanctions and fraud prevention laws across EU jurisdictions) and company policy. 
    • Stay abreast of developments in financial crime legislation and regulation within the EU, adapting strategies as necessary to maintain compliance.
    • Develop and maintain a comprehensive financial crime and fraud risk assessment policies to identify, assess, and mitigate financial crime and fraud risks.
    • Regularly report to senior management and the EU board on financial crime and fraud risks, control effectiveness, and emerging threats.

Dispute Operations

    • Lead the end-to-end customer dispute resolution processes, ensuring efficient, timely and good customer outcomes.
    • Manage compliance with dispute resolution regulations and industry standards, including regulatory reporting.
    • Continuously review and improve dispute processes to balance operational efficiency with customer satisfaction.
  1. Cross-Functional & Stakeholder Collaboration:
    • Work closely with internal stakeholders, including Product, Engineering, Legal, Compliance, and Operations, to foster a collaborative approach to risk management and fraud prevention, and embed effective financial crime controls into product development and customer journeys.
    • Build strong relationships with external partners, including third party vendors, financial institutions and law enforcement agencies, to enhance risk prevention capabilities.
    • Monitor industry trends and regulatory changes and proactively adapt the organisation’s approach to financial crime, disputes and fraud risk management.
    • Facilitate knowledge sharing and best practices across teams to enhance the overall effectiveness of fincrime and fraud management efforts.
  2. Data Analysis and Reporting:
    • Utilise data analytics to develop insightful reports and track performance metrics, ensuring data-driven decision-making. 
    • Present findings and strategic insights to executive leadership to inform strategic planning and resource allocation.

Qualifications:

  • Extensive experience in financial services, with a strong focus on financial crime, fraud prevention, and disputes management in an operational environment. Previous experience of leading and managing operational teams in Transaction Monitoring, customer risk assessments (PEP, Sanctions), authorised and non-authorised Fraud risk management etc. in a digital banking environment essential.
  • Bachelor's degree in Finance, Business Administration or a related field; Master's degree preferred.
  • Proven track record in managing outsourced operations and third-party relationships.
  • In-depth knowledge of EU financial crime regulations, fraud prevention methodologies, and dispute resolution processes.
  • Strong leadership and organisational skills, with the ability to influence and drive change across multiple levels of an organisation.
  • Strong analytical skills to assess risk data, identify trends, and make data-driven decisions.
  • Ability to balance risk management priorities with customer experience and operational efficiency.
  • Exceptional communication and interpersonal skills, capable of building strong relationships with internal and external stakeholders.


    🙌 What’s in it for you

    💰 circa €160,000 ➕ share options

    ✅ We can sponsor your visa

    📍 This role is based in our Dublin office

    ⏰ 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

    📚 £1,000 learning budget each year to use on books, training courses and conferences

    🏡 We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup 

    ➕ Plus lots more! Read our full list of benefits

    🌈 The application journey has 3 key steps

    • Recruiter call (30 mins)
    • Role Specific + Behavioural Interviews (2 hours)
    • Final interview (30 mins)

    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.

    You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to business-hiring@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

    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.  

    #LI-TK1 

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re 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, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

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