Operations Manager, Complaints
🚀 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 and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their 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 ❤️
Hear from our UK team about what it's like working at Monzo ✨
UK Remote - Salary £47,600 to £62,000 Benefits | Hear from the team ✨
Our Complaints Team:We are here to solve for Customers, treat them fairly and deliver good Customer Outcomes at a time when they need us most. We care about our customers’ and are empowered to make the right decision ensuring we make banking better for everyone. You will join an existing team of Operations Managers and have accountability for 6-8 Team Managers. Our Teams look after a wide variety of tasks and we take pride in delivering a great Customer Experience via Calls, Email and Chat, it is important for us that the right person for this role leads by example and is a Customer Advocate in all that they do. You'll play a key role by...- Leading a strong customer-centric culture and keeping everyone focussed on what really matters: helping our customers with their personal financial lives.
- Leading our Teams to ensure delivery of great Service, maximising efficiencies and delivering in line with key goals and performance indicators.
- Coaching and developing your Team Managers ensuring that we deliver Great Outcomes with Quality and Compliance at the heart of what we do.
- Interpreting performance data confidently and using this information to drive Operational Improvements, highlight areas for change and celebrate success.
- From time to time you will be involved in supporting our wider stakeholders within Recruitment and our People Team eg Interviewing within Complaints and or supporting people cases.
- Leading on key projects from time to time and using your knowledge within Complaints to help shape the future for our People, Business and Customers.
- Helping us become an exceptional place to work, we are proud to be part of Monzo and it is important that we celebrate others and important milestones.
- Leading team rituals, planning meetings and retrospectives - making sure the information flow out from, and into, the team is easy and effective.
- You are an experienced Operations Manager, that has specifically worked in a regulated Complaints environment.
- You have clear strong senior leadership experience, in a fast paced and customer-centric role, preferable Banking/Financial Services
- You love Complaints and understand the importance of resolving for our Customers first time every time.
- You’re able to interpret data, join the dots and make recommendations to drive continuous process improvements.
- Have experience of turning around underperforming teams to a high performing team and managing a highly efficient operation.
- Are able to prioritise based on customer demands, business needs and risk mitigation.
- Able to lead projects, execute and deliver.
- You’re as comfortable working 1:1 as well as collaborating with and communicating to large groups.
- You’ve led successful teams to achieve their goals, have an empathetic leadership style and empower your people to find solutions.
- You thrive in coaching and developing others to help them reach their potential.
- Able to motivate your teams, have a hands-on style and solve problems when you spot them.
- What we are doing at Monzo excites you!
🙌 What’s in it for you
💰 £47,600 - £62,000➕ share options.
📍This role will be remote based
⏰ We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
📚 £1,000 learning budget each year to use on books, training courses and conferences.
🏡 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.
🌈 The application journey has 3 key steps
This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.
You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to ninaebanksmetcalfe@monzo.com. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
We’ll close this role once we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out.
#REMOTE-LI #REMOTE-NEM
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, 2023 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.
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 😊