Head of Complaints Policy & Governance

Monzo; United States; Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Flexible working hours

£1,000 learning budget each year

MacBooks and home setup support

Incentive awards tied to your perfomrn

Competitive salary £41,300 - £52,250

Job summary

Monzo is seeking a senior leader for the Complaints team to drive excellence in customer outcomes. You will lead and coach a team of Complaints Lead Experts, own the policy framework, and provide direction on complex handling issues while leveraging QA insights, FOS outcomes and escalations.

You will collaborate with Product, Legal, Risk, Compliance and Operations to address regulatory developments, audits and disclosures, ensuring fair customer outcomes and continuous service improvements.

Qualifications

• Strong knowledge of UK complaint regulations incl. FCA DISP handbook and FOS requirements.
• Experience in leading, coaching and developing technical specialists.
• Ability to use complaint data and quality insights to drive improvements.
• Experience managing regulatory governance, control frameworks, audits.

Responsibilities

• Lead, coach and develop a team of Complaints Lead Experts.
• Own and improve the complaints policy framework.
• Provide oversight and direction on complex complaint handling issues.
• Use insights from QA, FOS outcomes and escalations to drive fixes.
• Partner with Product, Legal, Risk, Compliance and Operations leaders.
• Lead responses to regulatory developments, audits and compliance reviews.
• Oversee specialist activities, including regulatory disclosures and legal escalations.

Job description

Monzo is seeking a senior leader for the Complaints team to drive excellence in customer outcomes. You will lead and coach a team of Complaints Lead Experts, own the policy framework, and provide direction on complex handling issues while leveraging QA insights, FOS outcomes and escalations.

You will collaborate with Product, Legal, Risk, Compliance and Operations to address regulatory developments, audits and disclosures, ensuring fair customer outcomes and continuous service improvements.