Business Success Team Manager

Cardiff, Wales, United Kingdom

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£38,250 – £48,375Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Experience in running a team, call center, or FCA experience is preferable. Candidates should be confident in navigating difficult conversations, de-escalating worries, and finding solutions to ensure positive customer outcomes. Strong communication skills are essential, including clarity, keeping others informed, sharing the 'why' behind work, active listening, and providing constructive feedback.

Responsibilities

The Business Success Team Manager will be responsible for the overall experience of complex business customers, representing Monzo by collaborating with internal teams to create smooth experiences and build trust in the Business Banking product. They will manage customer queries from start to resolution, provide inbound support, identify opportunities for customers to gain more value from products, and support businesses through key growth milestones. The role involves engaging in value-led conversations to uncover unmet needs, spotting trends to improve the customer journey, acting as a subject matter expert and escalation point for complex customer problems, and taking accountability to work across teams to solve problems. They will also proactively identify and resolve potential poor outcomes for complex business customers, advocate for these customers across domains, identify and address processes that are not fit for purpose, and take ownership for developing and improving knowledge management.

Skills

Customer Support

Case Management

Business Banking

Relationship Management

Problem Solving

Communication

Monzo

Digital-only banking platform for consumers

About Monzo

Monzo operates as a digital-only banking platform focused on providing a modern way for individuals to manage their finances. Its main product is a mobile app that allows users to track their income, spending, and savings easily. The app includes features that help users save money, such as automatically setting aside a portion of their paycheck or rounding up transactions to the nearest dollar. Monzo generates revenue through interest on deposits, fees for certain services, and interchange fees from card transactions, as well as offering overdrafts and personal loans. What sets Monzo apart from traditional banks is its real-time balance updates and instant spending notifications, which help users stay informed about their finances. The goal of Monzo is to provide a convenient, mobile-first banking experience that meets the needs of its growing customer base, which has surpassed 8 million users.

London, United KingdomHeadquarters

2015Year Founded

$1,856.7MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Competitive salary

Flexible working hours

Work from home

Stock options

32 days of paid vacation and public holidays per year

Health insurance

EAP

Learning budget

Home office stipend

Paid parental leave

Risks

Monzo breached UK banking regulations, risking reputational damage and fines.

Expansion into Europe poses regulatory challenges and potential licensing delays.

Reliance on digital platforms makes Monzo vulnerable to technological disruptions.

Differentiation

Monzo offers real-time spending updates and categorized transactions via a mobile app.

The 'Pots' feature allows users to set aside money for specific purposes.

Monzo Plus provides premium features like custom card designs and travel insurance.

Upsides

Monzo secured $400M in 2024, valuing the bank at $5 billion.

The partnership with SignLive enhances accessibility for Deaf customers.

Expansion into Europe in 2025 could significantly increase Monzo's customer base.

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