EU Operations Manager, Monzo
Complaints, Vulnerability & Financial Health
+ Share options
Digital-only bank platform and marketplace
Open for applications
Digital-only bank platform and marketplace
1001+ employees
Open for applications
+ Share options
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have a deep understanding of how operational teams serve Complaints, Vulnerable Customers and Financial health in a CBI regulated environment
- Strong demonstrated leadership and influencing skills with a proven track record of an ability to get results through people (third parties or direct employees)
- Values driven approach in line with Monzo’s core values
- You’ll have experience leading a highly effective operation, ideally in a regulated, fast paced environment, with a large customer base
- You’ll enjoy being hands-on and understand the work that an operations team does
- Proven track record of end-to-end project delivery and experience in leading through change
- Strong ability to coach and develop teams and individuals to achieve and maintain targets
- Strong communications skills and be able to deliver business wide messages in line with our values to ensure messages have landed with clarity
- 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 create and execute against goals and supporting OKRs
- Advanced skills in planning and organisation with the ability to re-prioritise workload and be able to effectively deal with change at short notice
- Fluency in MacOS, Slack, and GSuite tools and the ability to adapt to learn new systems and processes
What the job involves
- The EU Operations team is at the heart of everything we do for our customers at Monzo
- We know that things don’t always go as planned for our customers and in Complaints, Vulnerability (VAIB) and Financial Health (FinHealth) we want to make things as simple and easy as possible to remediate this for everyone
- As an Operations Manager in Complaints, you'll work as part of the wider EU Operations Team and collaborate with our outsourced Customer Operations team as well as our broader complaints, VAIB and FinHealth teams at Monzo
- You will have accountability for teams that look after a wide variety of tasks, who are customer facing and who manage multiple contact channels
- Effectively oversee an Operations team executing the complaints, vulnerability and financial health policy for Monzo EU tasked with delivering great service efficiently, against all key goals and performance indicators
- Ensuring that our Complaints, VAIB and FinHealth process is delivered compliantly with our policies and standards and adheres to all CBI and EU regulations
- 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 complaints, VAIB and Finhealth 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 for our third party
- Leading and executing on core projects from end to end. You’ll be the go-to person in Complaints, VAIB and Finhealth for EU Operations and drive innovative change through collaboration with the UK Operations team, our third party partner and a wider group of stakeholders such as Product, People, Risk, Compliance and Workforce Management
- Leading by example, you’ll be a customer advocate in all you do and build a culture that our team and partners are 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 EU operations team is easy and effective
Application process
- We’ll only 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
- If you have a preferred name, please use it to apply. We don't need full or birth names at application stage
- Recruiter screen
- Hiring Manager screen
- Full loop interviews
- This process should take around 3-6 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
- You’ll hear from us throughout the application process
Our take
Monzo is a challenger bank that fully operates online and offers a full range of current, savings, business accounts, and more. The speed of the challenger banks to provide a great experience has been impressive, and the number of competitors appearing has proven the consumer desire for innovation.
Monzo remains one of the popular online banks, with more than 6 million active users. The company faces competition from more traditional banks, such as Goldman Sachs and JP Morgan, which have launched their own digital banks. However, the new technologies that the company is built on enable it to expand quickly (with fewer issues) than the incumbent players' offerings.
With an increasing amount of people switching banks, the company's ever-expanding suite of banking and financial services (such as its buy-now-pay-later offering) has resulted in Monzo receiving the second-highest net switching gains among digital challenger banks (just behind Starling).
After setting U.S. expansion plans aside in 2020, the company launched in the U.S. market in early 2022, partnering with Sutton Bank to provide its U.S. accounts. After several years focused on narrowing its losses, Monzo hit profitability in the first two months of 2023. In the same year, 2 million new customers joined, tallying its customer base at 9 million in 2024.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$455.8m
LATE VC
Total funding: $1.9bn
Company benefits
- Yearly Salary Review + Proactive pay increases to reflect growing responsibilities + Share options
- Flexible working hours
- Work From Home Opportunities + we'll pay for any equipment you need to do your job
- 24 days holiday a year, plus bank holidays
- Paid sick leave for both physical & mental health + Health insurance via AXA or Vitality + Additional health insurance through Medicash
- Employee Assistance Programme
- Learning budget of £1,000 a year
- Aviva Pension Scheme + 4% Employer Contribution
- Paid maternity, paternity, adoption or shared parental leave (after 13 weeks of employment)
- 52 weeks of primary caregiver leave (6 months at 100% pay, 13 weeks at Statutory Maternity Pay, 13 weeks unpaid)
- 3 months of secondary caregiver leave at 100% pay
- Unum Life Insurance
- Access to fertility and family-forming health benefits via Fertifa
- Abellio Season Travel Tickets + Cycle-to-Work Scheme
Company HQ
City of London, London, UK
Leadership
TS Anil
(CEO)Also a Board Member at Accion. Previously Board Member at UK Finance, Global Head of Payments, Products & Platforms at Visa and was the Global Head of Retail Products at Standard Chartered Bank.
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