Customer Operations Director

Salary: £110,500 - £149,500 + Stock Options + Benefits Location Type: Remote in the UK 🇬🇧 Employment Type: Full-time

Company Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

Role Overview

As Customer Operations Director, you will lead the design, delivery, and scale of our customer operations function as we grow our footprint in business banking and digital wealth products, including pensions, savings, and investments. This role is key to ensuring we deliver frictionless, compliant, and high-impact service experiences for both individual and business customers, while continuously improving efficiency and supporting innovation.

As a strategic leader, you will oversee our customer operations and change and continuous improvement teams with a focus on building a best-in-class function that supports growth, regulatory excellence, and customer trust.

Key Responsibilities

• Leading Business Banking and Wealth Operations: Proactively set out and deliver a clear strategy to achieve the next stage of our growth ambition.
• Owning and Delivering World-Class Customer Service: Manage multi-channel operations to deliver against all key goals and performance indicators with a strong focus on quality and customer experience.
• Creating a Culture of Continuous Improvement: Increase productivity and efficiency through great people leadership, coaching, and developing the skills of your team.
• Leading by Example: Act as a customer advocate in all you do and build a culture that your team is proud to be a part of, by owning and influencing engagement across the whole operation.
• Enabling Safe and Efficient Change Delivery: Facilitate the safe and efficient delivery of change into the operation to allow us to scale and grow at pace.
• Risk Management and Compliance: Identify potential operational risks, develop strategies to mitigate them, and ensure compliance with relevant regulations and industry standards.
• Strategic Partnerships: Develop and manage strategic partnerships across Monzo, and with new and existing third parties. Build strong and effective stakeholder relationships throughout.
• Stakeholder Engagement: Engage confidently with senior leadership including C-suite and VPs.
• External Engagement: Engage externally with industry experts and peers in external industry forums; respond to regulatory & industry requests for information.
• Process and Control Maturation: Mature our processes and controls within your areas of responsibility to elevate Monzo’s control environment to the next level of maturity (and scalability).

Qualifications and Experience

We’d love to hear from you if you have:

• Proven experience in customer operations leadership roles within a UK bank or financial services company (including FinTech).
• Demonstrated success scaling customer operations in a high growth, regulated environment through automation, outsourcing, and/or offshoring.
• Comfort leading large multi-site operations and a track record of developing high-performing teams, leading through change, and delivering outstanding results.
• Previous experience of business banking operations.
• Experience with wealth management products, including pensions (SIPPs), ISAs, general investment accounts, and fund platforms.