Operations Manager, Monese

Salary not provided

Plus generous stock options

Senior and Expert level

London

1-2 days a week in office

Mobile-only digital banking alternative

Be an early applicant

Mobile-only digital banking alternative

201-500 employees

FintechB2CB2BBankingPersonal financeAccounting

Be an early applicant

Salary not provided

Plus generous stock options

Senior and Expert level

London

1-2 days a week in office

201-500 employees

FintechB2CB2BBankingPersonal financeAccounting

Company mission

To make global banking accessible to everyone. Not only do they want to make opening and using an account as easy as ordering an Uber, they also wanted to ensure it was accessible to everyone and not just a select few with perfect credit scores and several month’s worth of utility bill documentation.

Job

Company

Role

Who you are

Experience within a Fin Tech (banking/financial services) is essential - please do not apply if you don't have this experience
Ideally experience within a start up or scale up environment - able to demonstrate agility in your approach
A smart, agile leader who's able to develop the teams with a wide range of ability and performance levels
A strategic thinker, someone able to tap into long-term strategic projects and solutions
Enforce a team of excellence and high-performance, with zero tolerance for an average standard of delivery
Hire, mentor and retain the best talent
Significant experience working for another high-paced and successful FinTech and or startup/scale-up within a regulated space
Able to work and collaborate at all levels of the organisation
Utilise data to find and fix problems, effectively prioritising that which is most important
Operate independently, with a sense of urgency and a strong focus on solving the right problems
You must be UK based, ideally in London, but willing to travel, on occasion, between UK offices and potentially Europe
Step in for weekly business updates with executives when required
An agile and adaptable approach to tasks, unphased by speed and pace
Highly analytical and numerate, with a strong ability to interpret data and apply insights to optimize team efforts
Strong problem-solving skills, with the ability to navigate complex challenges and develop effective solutions
Customer-centric approach, with an excellent understanding of customer behaviour
Confident and effective interpersonal skills; proven ability to build strong relationships within the team and beyond

What the job involves

Our Operations Manager will be accomplished in a range of customer focused disciplines such as Customer Service, Customer Experience, Complaints and Risk and Payments
Passionate about operational efficiencies, whilst enhancing the customer experience and exceeding targets
A self-starter and talented problem solver, you will also be used to working within a regulatory framework (FCA) and the data reporting and standards expected
Manage, oversee and nurture three high-performing operations teams located in Newcastle and remotely
Enhance & drive the KPIs of the operations teams by further developing the tools and processes available to the agents and analysts with a focus on customer experience and efficiency
Reduce contact rates by leveraging technology, root cause analysis and optimising our self-help and chatbot solutions
Help manage the relationships and negotiations with key vendors utilised by the aforementioned operations teams
Help influence a positive increase in customer reviews on platforms such as Trustpilot
Help the business work through the transition of acquiring another major FinTech business
Support the line manager with any ad-hoc problems or tasks that arise

Salary benchmarks

Our take

Banks haven't innovated their consumer offering for decades. The tide is now turning, with fast moving disruptors building consumer-first businesses and products with many more useful features.

Monese's differentiator is that they target customers with a ‘thin’ credit file or who are newly arrived in a country, and the account can be opened in just 2 minutes with minimal documentation.

This makes it attractive to recent migrants or other customers that don’t have a full financial history and therefore may find it more cumbersome to apply for an account with a high street bank.

The company launched its newest XYB banking platform in May 2023, which is a 'coreless' platform aimed to improve the way banks make financial services available for UK and European clients.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

35% female employees

4% employee growth in 12 months

Glassdoor (2.8)

Trustpilot (4.2)

Company

Funding (last 2 of 7 rounds)

Sep 2022

$35m

LATE VC

Sep 2021

$90m

SERIES C

Total funding: $202.8m

Company benefits

Work from home opportunities

Company HQ

City of London, London, UK

Articles

Payroll Card Market Giants Spending Is Going To Boom with Monese, Kaiku Finance, Paysera

Monese launches XYB banking platform

Monese has raised around $90m in its latest funding push, taking its total raised to $162m.

How Monese reached the Holy Grail of finance

Monese and XYB Secure New Funding and Unlock Growth Potential as Separate Businesses

Major investor in HSBC-backed Monese writes off its investment in money transfer app

Leadership

Norris Koppel

(CEO)

Founded two fintech businesses before Monese; MyJar (micro-lending service) and LendFusion (software platform for lenders).

People progressing

Joe

Joined as a Product Designer. Promoted to Lead Designer after 7 months. Then promoted again to Head of Product Design after 2.5 years. Was then promoted to VP of design after another 3 years.

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