Fraud Team Manager, English & Spanish Speaking

About the role

<div class="content-intro"><p><strong><em>🚀 We’re on a mission to make money work for everyone.</em></strong></p> <p>We’re waving goodbye to the complicated and confusing ways of traditional banking.</p> <p>After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as <a href="https://monzo.com/current-account/personal">personal</a> and <a href="https://monzo.com/business-banking">business</a> bank accounts, we offer <a href="https://monzo.com/current-account/joint-account">joint accounts</a>, <a href="https://monzo.com/current-account/16-17">accounts for 16-17 year olds</a>, a <a href="https://monzo.com/current-account/under-16s">free kids account</a> and <a href="https://monzo.com/flex">credit cards</a> in the UK, with more exciting things to come beyond. Our UK customers can also <a href="https://monzo.com/savings">save</a>, <a href="https://monzo.com/investments">invest </a>and <a href="https://monzo.com/pensions">combine their pensions</a> with us. </p> <p>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!</p> <p>We’re not about selling products - we want to solve problems and change lives through Monzo ❤️</p> <hr> <p> </p></div><p>Remote in the UK 🇬🇧 | 💰 £38,300 - £48,400 + £2,500 multilingual premium + Incentive Awards tied to your performance + <a href="https://monzo.com/careers/"> Benefits ✨<br><br></a><strong>Start Date: 12th October </strong></p> <p><strong>⭐ Our Fraud Team</strong><strong><br></strong><strong><br></strong>Are you interested in leading a team in Fraud? Our EU Fraud Customer Operations team is at the heart of how we protect Monzo EU and our customers.</p> <p>We’re looking for individuals with a blend of experience in Fraud, Leadership, and setting up a brand-new Spanish-speaking team to join our EU Fraud Operations. <strong>While Spanish is the core focus for this role, the ability to speak other languages is a massive advantage as we continue to grow.</strong></p> <p>Your team will consist of around 10 - 12 Fraud Investigators, and could be focused on a number of different tasks - including Prevention, Unauthorised and Authorised Fraud and Bank communications. </p> <p>As a Team Manager, you'll be responsible for managing the personal and professional development of your team members, providing coaching & feedback on fraud tasks, driving exceptional individual and collective performance, guiding individuals through hard times, and celebrating their successes.</p> <p>You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing in their role. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling.</p> <p>Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you’ll have the opportunity to help shape the team as it continues to grow.</p> <p><strong>🔑 You’ll play a key role by...</strong></p> <ul> <li>Conduct quality checks on senior fraud investigators to drive performance and identify coaching opportuniti