📍Remote | 💰 £32,500 - £45,000 + Benefits | 

🚀We’re on a mission to make money work for everyone.

We’re 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!

We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

⭐Our Strategic Workforce Planning team

Working as a part of the Strategic Workforce Planning team you’ll be actively supporting our Customer Operations (COps) teams, enabling them to scale effectively whilst ensuring demand changes are scoped and delivered safely.  You’ll act as a trusted partner, empowering Customer Operations and Workforce Management to effectively manage risks in capacity and will be the source of truth for headcount, budget and hiring plans. 

🔑You’ll play a key role by...

• Supporting the building and maintenance of the demand forecast across Customer Operations / Financial Crime and Fraud.
• Building, maintaining and communicating hiring plans and planning training cohorts (working closely with COps management to understand current skills and readiness of the team) to ensure we have sufficient people to handle the work we receive.
• Proactively collaborating with stakeholders across Delivery, Strategy, and Product, to understand workload/hiring impact of new processes, marketing activity, or rule changes.
• Maintain documentation of changes that influence headcount requirements, ensuring capacity plans are appropriately tracked and are meeting business objectives.
• Utilise and analyse data to identify areas of opportunity, support on change delivery tasks, model operational impact and deliver insight on changes through creation, maintenance and communication of operational dashboards.
• Preparation of regular and ad-hoc reporting and recommendations for changes in average handle times, shrinkage, volumes or other demand drivers
• Build and maintain dashboards for key reporting metrics such as service levels, scheduled hours, shrinkage and attrition.
• Present capacity plans to the Operation and Tactical Planning teams, highlighting any risks to service performance and recommendations to mitigate them

🤩We’d love to hear from you if…

• Excellent English written & verbal communication skills
• Values driven approach in line with Monzo’s core values
• Subject matter expertise in forecasting (capacity planning would also be a really nice to have)
• Comfortable collaborating with a broad range of stakeholders
• Experience in identifying performance trends using data to solve problems and identify opportunities
• Ability to provide specific actionable feedback to a wide range of audiences and levels
• Ability to work well independently and work collaboratively as part of a team
• Ability to work to deadlines and prioritise time sensitive workloads
• Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
• It would be advantageous if you've worked in this type of role within a Financial Services setting
• Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
• Appreciation of data modelling skills such as SQL and the willingness to develop them further

The Interview Process:

Our interview process involves 3 main stages: 

• Application questions
• Initial screening call with a Recruiter
• Technical Interview 

Our average process takes around 2-3 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:

💰 £32,500 - £45,000 ➕ plus stock options & benefits 

📍This role is distributed and can be based anywhere within the UK

⏰ 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

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’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, 2022 Diversity and Inclusion Report and 2023 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.LI-Remote LI-NM