FOS 根本原因分析经理
FOS Root Cause Analysis Manager
🚀 我们致力于让金钱为每个人服务。
我们告别了传统银行复杂且令人困惑的方式。
从预付卡开始，我们的产品在过去十年中在英国有了很大发展。除了[个人](https://monzo.com/current-account/personal)和[企业](https://monzo.com/business-banking)银行账户，我们还提供[联名账户](https://monzo.com/current-account/joint-account)、[16-17岁青少年账户](https://monzo.com/current-account/16-17)、[免费儿童账户](https://monzo.com/current-account/under-16s)以及[信用卡](https://monzo.com/flex)，在英国还有更多令人兴奋的新功能即将推出。我们的英国客户还可以[储蓄](https://monzo.com/savings)、[投资](https://monzo.com/investments)并[合并养老金](https://monzo.com/pensions)。
凭借我们鲜艳的珊瑚色卡片和提前收款功能，加上社交媒体上的金融教育和我们获奖的客户服务，我们一直有创造神奇时刻的传统！
我们不在于销售产品——我们希望通过Monzo解决问题，改变人们的生活 ❤️
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📍 英国远程办公 | 💰 41,300 至 52,250 英镑 + 与绩效挂钩的激励奖金 + [福利](https://monzo.com/careers/) ✨
⭐️ **我们的投诉团队**
投诉团队与我们的客户运营团队并肩工作，确保我们为所有客户提供最佳服务，即使事情出错时也是如此。我们在投诉流程中融入同理心，将困扰转化为愉悦，我们正在寻找能够帮助我们推动这一使命的人加入我们的团队。
金融申诉专员服务（“FOS”）在投诉过程中起着重要作用，我们有监管义务从申诉专员分享的结果中学习，以便改进我们的产品和服务，防止客户受到伤害。
作为FOS RCA经理，您将领导我们的FOS根本原因分析策略，推动跨职能责任和企业治理。您将监督关键风险指标（KRIs）和FOS结果的监控，将复杂的分析结果转化为战略补救路线图，并与高级领导合作消除系统性客户伤害，确保我们持续从申诉专员的决定中学习。
##### **🔑 您将发挥关键作用，包括...**
- 建立和优化我们的FOS RCA框架和方法，以实现一致且高影响力的调查
查看英文原文
**_🚀 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](https://monzo.com/current-account/personal) and [business](https://monzo.com/business-banking) bank accounts, we offer [joint accounts](https://monzo.com/current-account/joint-account), [accounts for 16-17 year olds](https://monzo.com/current-account/16-17), a [free kids account](https://monzo.com/current-account/under-16s) and [credit cards](https://monzo.com/flex) in the UK, with more exciting things to come beyond. Our UK customers can also [save](https://monzo.com/savings), [invest](https://monzo.com/investments) and [combine their pensions](https://monzo.com/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 ❤️
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📍UK Remote | 💰£41,300 to £52,250 + Incentive Awards tied to your performance + [Benefits](https://monzo.com/careers/) ✨
⭐️ **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 gain buy-in from senior leaders to drive change.
- **Data & analytics oversight**: fluent in data-driven decision-making, with experience using tools like Looker to track metrics, identify trends, and measure risk exposure.
- **Governance & risk management:** strong track record of preparing executive committee decks, and enterprise risk management experience.
- **Strategic communication**: ability to distill complex operational failures and technical findings into clear, high-level narratives and actionable recommendations for board-level audiences.
**🌈 The application journey has 4 key steps**
- **Application questions -** We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. [You can read them here.](https://monzo.com/blog/the-ultimate-guide-on-using-ai-to-ace-an-interview-at-monzo)
- **Recruiter Call - 30 mins**
- **1st stage Technical Interview - 1 hour**
- and if you pass the 1st stage **, a 2nd stage interview with case study.**
**🙌 What’s in it for you**
💰 £41,300 to £52,250 + Incentive Awards tied to your performance
⏰ This role requires you to work 40 hours a week, Monday - Friday between core hours 8am - 6pm.
📍This role is within the UK - **we cannot sponsor Visas for this role**
🏡 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](https://monzo.com/careers/).
Our average process takes around 4 weeks but we'll always work around your availability. You'll have the chance to speak to our recruitment team at various points during your process, but if you do have any specific questions ahead of this please contact ninaebanksmetcalfe@monzo.com
**This role will close when we feel we have received enough suitable applications, so please apply early.**
**#LI-REMOTE #LI-NEM**
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**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](https://monzo.com/blog/diversity-and-inclusion), 2026 [Diversity and Inclusion Report](https://monzo.com/blog/our-2026-diversity-and-inclusion-report) and 2025 [Gender Pay Gap Report.](https://monzo.com/blog/gender-pay-gap-report-2025)
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 😊