Complaints Policy Manager (Fully Remote)

Monzo; United States; Hybrid; USD 120,000 - 174,000; Full time

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.

Skills

People leadership

Regulatory governance

Complaint handling

Policy development

Tools

Regulatory frameworks

Job description

• 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.

Strategy and Insights:

• Use insights from quality assurance, FOS outcomes, and escalations to identify root causes and drive improvements.
• Partner with Product, Legal, Risk, Compliance and Operations to embed policies and operational changes.
• Lead response to regulatory developments, audits, and compliance reviews, ensuring robust controls and governance.

Qualifications and Culture:

• 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 dedicated to creating a diverse and inclusive team.

Monzo

Monzo is on a mission to make money work for everyone, offering personal and business banking, savings, investments, and pensions with a focus on simplicity and financial education. With a diverse team and a culture of inclusion, we have grown significantly in the last 10 years in the UK and are committed to creating magical moments for our customers.