Complaints Policy & Governance Lead

Monzo

United States

Hybrid

USD 120,000 - 174,000

Full time

5 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Monzo is seeking a senior leader to head a team of Complaints Lead Experts, directing growth and top-quality technical guidance on customer disputes. You will own the UK complaints policy framework, ensuring robust, compliant processes and clear communications across teams.

Oversight of complex cases will support fair, well-informed decisions. Collaborating with Product, Legal, Risk, Compliance and Operations, you will drive governance, root-cause analysis, and policy improvements in response to

Qualifications

Strong knowledge of UK complaint-handling regulations including FCA DISP handbook and FOS requirements.
Experience leading technical specialists and managing regulatory governance and control frameworks.
Passionate about fair customer outcomes and fostering an inclusive team culture.

Responsibilities

Lead, coach and develop a team of Complaints Lead Experts, fostering growth and high-quality technical advice.
Own and improve the complaints policy framework, ensuring processes, guidance, and communications are effective and compliant.
Provide oversight on complex complaint handling, supporting fair and well-informed decisions.
Lead strategy and governance collaborations with Product, Legal, Risk, Compliance and Operations to embed policies and operational changes.