📍Remote| 💰 £65000 - £85000 + Benefits 

About us: 

We’re here to make money work for everyone and we're doing things differently. For too long, banking has been obtuse, complex and opaque.  We want to change that and build a bank with everyone, for everyone. Our amazing community suggests features, test the app and give us constant feedback so we can build something everyone loves.  We're focused on solving problems, rather than selling financial products. We want to make the world a better place and change people's lives through Monzo.

About our Personal Banking Team:

The Personal Banking Customer Operations team is at the heart of everything we do at Monzo. We want to make things as simple and easy as possible for our customers through our technology, and that is no different if they need to contact us. 

As a Senior Manager in Personal Banking Operations, you'll work as part of the wider Customer Operations Team and will lead a team of Operation Managers and Process Leads, who manage all frontline customer service tasks, and who are the first point of contact for our customers. You’ll be responsible for teams that look after a wide variety of tasks, who are customer facing and who manage multiple contact channels. 

Key Responsibilities:

• Effectively manage a team made up of Operations Managers and Process Leads. You’ll own and deliver world-class customer service through multi-channel management to deliver against all key goals and performance indicators
• Reviewing and evaluating current processes and our ways of working. You’ll work with the wider team to support in redesigning how we execute all of our Personal Banking processes to provide a great service, handle all contact efficiently and effectively, and offer the best customer experience possible
• Interpreting performance data confidently and using this information to drive operational improvements, highlighting areas for change within your department
• Leading and executing on core projects from end to end. You’ll be the go-to person in Personal Banking Operations and drive innovative change through your direct team and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management   
• Developing and managing strategic partnerships across Monzo,, and with new and existing third parties. You will build strong and effective stakeholder relationships throughout 
• Leading by example. You’ll be a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement and development across the whole operation
• Managing team rituals, planning meetings and retrospectives - making sure the information flow in and out of the team is easy and effective

You should apply if:

• You’ve had significant experience leading a highly effective operation, ideally in a regulated, fast paced environment, with large customer bases
• You have a proven track record of end to end project delivery and experience in leading through change
• You have strong leadership and proven people management experience
• You have strong ability to coach and develop teams and individuals to achieve and maintain targets 
• You have strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity
• You’ve had experience in identifying performance trends using data to solve problems and identify opportunities
• You have the ability to provide specific actionable feedback to a wide range of audiences and levels
• Your able to create and execute againstand execute against goals and supporting OKRs

The Interview Process:

Our interview process involves 3 main stages: 

• Call with a Recruiter
• Interview over Google Meet with 2 Senior Managers around your Leadership Experience
• Interview over Google Meet with 2 Senior Stakeholders around your Values

Our average process takes around 3-4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process but if you do have any specific questions ahead of this please contact us on hiring@monzo.com

What’s in it for you:

💰 £65000 - £85000 ➕ stock options & benefits 

📍This role can be remote based within the UK (with ad hoc meetings in London/Cardiff) or from our London or Cardiff Office.

⏰ We offer flexible working hours and trust you to work enough hours to do your job well, at times that suit you and your team.

📚Learning budget of £1,000 a year for books, training courses and conferences

➕And much more, see our full list of benefits here

Closing Date for receipt of applications is Tuesday 10th October at 4pm

If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance.

Equal Opportunity Statement

We are actively creating an equitable environment for every Monzonaut to thrive.

Diversity and inclusion are a priority for us and we are making sure we have lots of support for all of our people to grow at Monzo. At Monzo, embracing diversity in all of its forms and 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, 2022 Diversity and Inclusion Report and 2022 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.

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