VAIB Team Manager, Monzo
Evenings, 3.30pm - 8pm, Monday to Friday
£32.2-35k
Pro rata, 0.6 FTE
Digital-only bank platform and marketplace
Open for applications
Digital-only bank platform and marketplace
1001+ employees
Open for applications
£32.2-35k
Pro rata, 0.6 FTE
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- We’re looking for an individual with strong Vulnerable Customer experience to join our Management team and lead a squad of VAIB Advisers
- You have experience of managing a team of remote Customer Service Advisers, within Banking/Financial Services
- You can work a permanent shift of Monday to Friday, 3.30pm - 8pm (22.5 hours)
- Leadership and have the ability to lead others in team success and engagement
- Experience within the VAIB team or experience working in Vulnerability is preferred, but we will consider Team Managers within Banking/Financial Services
- You have a excellent and solid understanding (or willingness to learn) the VAIB Advisers role with a knowledge of the tasks that are involved
- You're analytical and can confidently create a narrative with data
- Strong data collation/reporting/presentation & root cause analysis
- Great at problem solving and prioritising work items
- Empathetic and supportive approach to people management
- Excellent stakeholder management and communication skills
- Experience in managing employee relations cases
- Experience of taking individuals and teams from a position of underperformance to high performance
- You have great time management skills, experience of managing conflicting priorities and prioritising time sensitive workloads
- You're able to become fluent with MacOs, Slack and GSuite tools
What the job involves
- Vulnerable Customer Team Manager - Monday to Sunday 3.30pm - 8pm (22.5 hours) ** Please note that training will be full time 9am - 5.30pm Monday to Friday for 4 weeks *
- As a Team Manager, you'll be responsible for managing the professional development of your team members, providing coaching and support on VAIB tasks, driving exceptional individual and collective performance, guiding individuals through challenging situations, and celebrating their successes
- You’ll hold weekly meetings with your team members (both individually and together as a team) to ensure everyone is informed, engaged, and performing at work. You’ll also be responsible for aggregating the feedback that your team provides in these meetings and feeding it into operational leadership to ensure we continue to improve on our processes and tooling
- Team Managers are also heavily involved in our hiring processes, and regularly act as interviewers - so you may also have the opportunity to help shape the team as it continues to grow
- Managing the personal & professional development of around 15 VAIB Telephony Advisers
- Providing coaching, feedback, and support to your team on VAIB tasks, predominantly supporting calls handling as well as our in-app chat
- Monitoring and improving service levels for the work completed by your team
- Clearly communicating business change, ensuring your team remains fully engaged
- Contributing to the construction and maintenance of a strong control environment by minimising avoidable breaches and risk events
- Speaking with customers and supporting COps with complex decisioning when necessary
- Empowering others to spot opportunities to make a difference to customers and Monzo’s ways of working
- Helping your team with the most difficult queries and building their knowledge around complex issues
- Managing performance by giving sometimes difficult feedback and helping your team members to improve and learn
- Regularly reviewing the quality of your team’s customer interactions to identify areas of potential improvement, both individually and structurally
- Ensuring the secure storage and maintenance of sensitive personal data and performance related documents for reports
- Motivating your Team – we're growing fast and need to make sure COps stay engaged during challenging periods of demand
- Ensuring everyone in your Team feels they have a voice
- Working closely with other Team Managers to ensure that best practice is shared
- Aggregate the feedback from your Team into the Domain and wider COps leadership, to ensure we continue to improve on our processes and tooling
- Conducting interviews for VAIB Advisers and TMs and contributing to hiring decisions
- Chairing employee relations cases and making decisions consistent with Monzo’s values
- 🎓 Please note that training is full time Monday to Friday 9am - 5.30pm for 4 weeks from 9th June
Application process
- Application and completion of application questions
- A call with a recruiter
- A remote assessment centre
- Competency-based interview and Coaching Exercise
- We’ll close this role once we feel we have enough applications for the next stage. Please submit your application as soon as possible to make sure you don’t miss out
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
$462.8m
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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