Senior Manager - Workforce Scheduling and Service Management
đ Weâre on a mission to make money work for everyone.
Weâre waving goodbye to the complicated and confusing ways of traditional banking.
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!
Weâre not about selling products - we want to solve problems and change lives through Monzo â¤ď¸
Hear from our team about what it's like working at Monzo â¨
đLondon or UK Remote | đ° ÂŁ85,000 - ÂŁ100,000 + Benefits | Hear from the team â¨
âOur Workforce Management (WFM) team
Youâll be joining the Workforce Management team which forms part of the Operations Collective. Our mission in WFM, is to get the right work to the right COp, at the right time to help our customers.
You will report to the Director of Workforce Management. Youâll work alongside our Forecasting and Capacity Planning lead to deliver consistently strong service management for our Operations team. Youâll have teams reporting to you to support Scheduling our COps (Customer Operatives) and Real time intervention and analysis.
đYouâll play a key role ...
- Youâll be the accountable Lead for service delivery and driving continuous improvement across the operation via Real Time service management & reporting
- Youâll be accountable for the delivery of best in industry quality and service that supports strategic short term planning
- Youâll lead the full review of people working patterns and contract types to assess fitness for purpose and scalability, understanding the requirements, dependencies and risks
- Youâll lead transformational change projects to build, plan and implement shifts and contracts that support our teamâs wellbeing while addressing our customer needs in line with our Monzo EVP
- Youâll partner with our People and Operational Senior Leadership teams to optimise the people experience and engagement levels in relation to all WFM responsibilities
- Youâll identify opportunities and make recommendations to maximise efficiency and service and lead on related initiatives
- Youâll partner with our Product squads on our WFM systems and define future requirements for Monzo growth and scalability
- Youâll work with a cross functional teams to implement improvements to our data, processes, schedules and real-time service management
Youâll spend your day ...
- Retrospectively analysing in detail, our service performance for the previous day / week / month and sharing information with stakeholders
- Understanding the service delivery outlook for the day or week ahead, and partnering with your team to ensure the delivery of strong performance
- Focusing on, and proactively addressing any potential areas of amber or red performance
- Collaborating with general managers to understand how we need to support their goals through service
- Leading your team to deliver positive realtime management of service across operations, encouraging good communication across all stakeholders
- Supporting operational projects connected to workforce management and system management
- Building strong relationships across the Operations Leadership team
- Clearly and articulately communicating current service performance levels and outlooks
- Making educated decisions and adjustments on service delivery to benefit the wider service performance
đ¤ŠWeâd love to hear from you ifâŚ
- You are an experienced Senior Manager
- Capable of managing other managers confidently
- Being the spokesperson of Real time and scheduling to the wider business is your thing
- Youâre a strong counterpart to tech - challenging them to build the right things for WFM
- Youâre ready to challenge the status quo - the old ways of contact centres are not for us, weâre building the future of WFM!
đWhatâs in it for you
đ°ÂŁ85,000 - ÂŁ100,000 â share options.
đThis role can either be UK Remote Based or from our London Officeâ°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.
đÂŁ1,000 learning budget each year to use on books, training courses and conferences.
đĄWe 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.
â Plus lots more! Read our full list of benefits.
đ The application journey has 4 key steps
Recruiter CallTask StageInitial Call with a Senior Leader2 x 1 hour Interviews with Senior Managers
This process should take around 4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
Youâll hear from us throughout the application process, but if youâve got any questions, please reach out to debbieroscoe@monzo.com. You can also use this email address to let us know if thereâs anything we can do to make the process easier for you because of disability, neurodiversity or anything else.
The closing date for applications is 28 June 2024 at 4pm.
#LI-DR #LI-Remote
Equal opportunities for everyone
Diversity and inclusion are a priority for us and weâre making sure we have lots of support for all of our people to grow at Monzo. At Monzo, weâre 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 2023 Gender Pay Gap Report.
Weâre 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.