Financial Health Operations Manager

About Us

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 ❤️

About the Role

Location: Remote, UK Salary: £47,600 - £58,100 + £50,000 options grant + Benefits Note: Due to forecasted popularity, this role will close once enough applications are received. Apply ASAP.

Eligibility: Must have worked as a Senior/Operations Manager in FinHealth/Collections/Recoveries.

Our Mission

We have an amazing opportunity for an Operations Manager in Financial Health to join our leadership team. Monzo’s mission is to make money work for everyone, and this is especially important to us when our customers need help with their Monzo borrowing products, or may be struggling to repay. As our lending portfolio grows, we are seeing increasing queries from customers and inevitably from people falling into financial difficulties and who are potentially vulnerable. These conversations/queries/tasks are often technical or sensitive in nature, requiring our FinHealth COps to have a deep level of knowledge on our lending products, the assessment of customers affordability and potential vulnerabilities and how to meet our regulator’s high expectations.

What You'll Do

To facilitate this, you’ll have the opportunity to lead teams working on a broad variety of financial difficulties, both customer facing and backoffice. Every person in our team cares deeply about their work and the impact that it can have on Monzo and our customers. We work in teams of around 11 people, working on a variety of tasks. Some teams have an additional focus on specific types of work that are more complex in nature, while others have a more diverse set of skills. Each Operations Manager supports and coordinates the work of their COps. You’ll directly manage around 6 Team Managers, and help them build successful teams and achieve their professional development goals. You’ll organise people around you, be a point of escalation, and take appropriate action whenever you see a problem coming - whether it’s a service challenge, a risk associated with a financial difficulties task, or an urgent personal issue. You’ll listen to your people, guide them through the challenges associated with scaling a company like Monzo, celebrate their every success, and drive the right outcomes for our customers and Monzo. You’ll also have responsibility for some disciplinary and grievance matters and work closely with your colleagues in other COps teams and the People team to make sure that we apply these policies fairly across all areas of the COps team.

Key Responsibilities

• Partnering closely within FinHealth Group to deliver portfolio performance and changes at pace
• Instilling a culture focused on the completion of accurate, efficient work, and risk-awareness, in a team that needs to be laser-focused on both the customer experience and meeting regulatory requirements
• Impacting how Monzo’s lending products evolve to make sure that we have the customer at the centre of everything we do which hasn’t always been the case.