Director of Customer Operations, Monzo
€118-150k
+ Share Options
✅ We can sponsor your visa
Digital-only bank platform and marketplace
Be an early applicant
Digital-only bank platform and marketplace
1001+ employees
Be an early applicant
€118-150k
+ Share Options
✅ We can sponsor your visa
1001+ employees
Company mission
To build a new kind of bank that makes money work for everyone.
Role
Who you are
- You have extensive experience in customer operations management and a proven record of success with outsourced partners
- You possess a deep understanding of customer service processes and have consistently driven operational improvements
- You excel in leadership and communication, with the ability to influence stakeholders across various levels and functions
- You have a knack for analysing complex problems, interpreting data, and making strategic, informed decisions
- You thrive in a multinational environment and bring valuable global perspectives to the table
What the job involves
- As the Director of Customer Operations EU, you will be responsible for leading and overseeing the customer operations function across the European region
- Based in Ireland, you will manage our outsourced partners to deliver exceptional first-line customer service and collaborate closely with internal teams to ensure alignment across the Monzo group
- Your leadership will drive operational excellence, enhance customer satisfaction, and align operations with the strategic goals of the organisation
- Overseeing and managing outsourced partner relationships to ensure top-tier customer service delivery
- Leading first-line customer operations strategies and leveraging technology to enhance support
- Driving operational excellence across the EU using data analytics and customer insights
- Contributing to the strategic direction of customer operations, aligning with company goals
- Building and leading a high-performing team with a focus on professional growth and development
- Developing and implementing performance metrics and KPIs for partner evaluations
- Ensuring compliance with regulatory requirements and company standards
- Advocating for customer needs and operational improvements within Monzo and through partnerships
Application process
- Recruiter call (30 mins)
- Initial call with the Hiring Manager (30 mins)
- 2 hours of behavioural and technical interviews
- This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!
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 customer active users. The company faces competition as more traditional banks, such as Goldman Sachs and JP Morgan, 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
Few candidates hear
back within 2 weeks
42% female employees
19% employee growth in 12 months
Company
Funding (last 2 of 18 rounds)
May 2024
$190m
LATE VC
Mar 2024
$423.2m
LATE VC
Total funding: $1.8bn
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 values
- Be hard on problems, not people 🙌 We create supportive communities to help people thrive.
- Make a difference 🚀 We solve real problems, working on things that have the biggest impact for our customers and each other.
- Help everyone belong 🤗 We’re building a bank for everyone. We embrace differences and make sure everyone feels welcome.
- Think customer first; grow Monzo safely 🥕 We always do what's best for customers. It's the right thing to do and the safest way to grow.
- Default to transparency 🎤 We’re open with each other and customers unless we have good reason not to be.
- Think big, start small, own it 🌲 We’re ambitious and shoot for the moon, working iteratively to get the best results.
Company HQ
City of London, London, UK
Articles
Leadership
Jonas Templestein
(CTO)Founder of HipDial. Former Software Engineer at Starling Bank.
People progressing
Joined in the Customer Operations team. Moved to be a Financial Crime Analyst after 5 months. Then moved again to be a Business Analyst after 2.5 years. Currently working as a Senior Product Manager.
Salary benchmarks
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