Director of Financial Health Operations

Location: London, Cardiff or UK Remote Salary: £110,500 - £120,000 + Benefits

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Company Overview

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

With our hot coral cards, get-paid-early feature, financial education on social media, and 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.

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Position Overview

Our Financial Health team is growing, and we are looking for an experienced Director of Financial Health Operations to lead the operational teams for collections and recoveries across all products at Monzo. You will report directly to the Senior Director of Specialist Services and lead the Financial Health operations team, ensuring customers in financial difficulty are responded to and supported promptly with payment and forbearance options.

You will partner with borrowing, tech, and credit risk leadership to deliver a robust financial health strategy, balancing good customer outcomes with mitigating credit loss. This encompasses the entire arrears lifecycle, including pre-arrears, collections, and recoveries, across all our lending products (Loans, Overdrafts, Flex, and new initiatives).

At Monzo, we are committed to delivering exceptional customer experiences through intuitive product design, and we aim to apply this philosophy to how we support customers in financial difficulties. You will manage a team of senior managers, operational managers, and collections managers to ensure we deliver experiences that yield better customer outcomes daily.

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Key Responsibilities

• Lead an operations Financial Health team to respond to customer chats, calls, and emails in a timely manner and within our high-quality standards, delivering good customer outcomes.
• Ensure operational teams are supported through excellent training and coaching to deliver the best service possible.
• Navigate the complex regulatory landscape, ensuring we remain within our risk appetites and comply with regulations.
• Own our Collections and Recoveries quality assurance and controls under defined regulatory frameworks.
• Work with the strategy team to deliver and execute recoveries strategies.
• Lead the Financial Health Operations Strategy, linking it to Monzo’s values of ‘Making Money Work for Everyone’.
• Collaborate across wider Monzo Operational domains to share best practices.
• Achieve high standards of service metrics and prepare/present risk appetite metrics to relevant Monzo committees.
• Work side-by-side with the Borrowing Leadership team across collections and recovery strategies that drive Monzo's overall borrowing strategy.

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Requirements

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

• Deep experience in leading collections & recoveries operations for a regulated lender.
• Experience leading collections and recoveries operations through transformation while maintaining strong service.
• A strong understanding of the role a robust collections & recoveries business plays within the credit risk and operations strategy of a lending business.
• Deep knowledge of UK consumer credit regulations.
• A track record of leading analytical and product teams.
• Comfort working in a fast-moving and changing environment.

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Hear from the team

✨ [Link to hear from the UK team]